Sanjay Kumar Singh Email & Phone Number

New Delhi, Delhi, India

Area Manager- Commercial lines of business.

Janakpuri Delhi

Bajaj Allianz Delhi Callcenter head for outbound sales. Relationship Manager- Aggregrators and online web partners

Mohan Co-Operative & Gurgaon

Team Leader (Nov’07 till 20th Oct’08)• Coaching, Counseling and Mentoring of 35 CSE.• Responsible for Team’s motivation, absenteeism and attrition.• Provide inputs for process improvement.• Responsible for conducting quality monitoring for the team and providing feedback• Ensure compliance with Company policies and procedures.• Providing inputs for the Staffing and Scheduling requirements for the process • Preparing JKQ for new hires and existing CSA’s• Responsible for meeting the Service Level for the shift.• Share the process updates and take feedback from the CSAs and share it with the Managers and client• Generate process SLAs trending, identify the improvement area and develop strategies to improve them.• Coordinate with Managers, and other support departments to ensure smooth functioning of the process.Development Specialist (Quality Analyst) for 6 months• Responsible to release all the reports• Performing as a loop between the Quality Team and Client• Responsible to do team division on the basis of buckets• Responsible to re-audit the External Quality to reduce the variance and to find out the gaps• Handling QA team in the absence of Supervisor.• Responsible to conduct Refresher Training as per requirement of Process.• Responsible to do the audit of all activities (CQ, ICE, SR etc)• Giving feedbacks to the CSA’s to improve their performance• Preparing JKQ for new hires and existing CSA’s• Responsible to attend the internal and external calibrationsAchievements: - Awarded as Best Quality Auditor in the month of March 07Achievements: - BEST Team for the Quarter in the month of October, November & December.

Gurgaon, Mohan Coperative

Handling a team of 50 CSE in Airtel Prepaid & postpaid process. Meeting the SLA's on AHT, Quality, ICE,etc