Kunal K Singh Email & Phone Number

Uttar Pradesh, India

Gurgaon, India

To implement our Talent Management strategy for organizational success, I lead a team of trainers, IDs, and MIS executives. By using a strategic partnership approach to delivering learning that is business oriented, I have built my organization's talent management strategy around the "𝟑 𝐂'𝐬" 𝐨𝐟 𝐂𝐨𝐦𝐩𝐞𝐭𝐞𝐧𝐜𝐲, 𝐂𝐚𝐩𝐚𝐛𝐢𝐥𝐢𝐭𝐲, 𝐚𝐧𝐝 𝐂𝐮𝐥𝐭𝐮𝐫𝐞. My priorities are developing a culture of learning, aligning with the organization's vision, enhancing capabilities, embracing… Show more To implement our Talent Management strategy for organizational success, I lead a team of trainers, IDs, and MIS executives. By using a strategic partnership approach to delivering learning that is business oriented, I have built my organization's talent management strategy around the "𝟑 𝐂'𝐬" 𝐨𝐟 𝐂𝐨𝐦𝐩𝐞𝐭𝐞𝐧𝐜𝐲, 𝐂𝐚𝐩𝐚𝐛𝐢𝐥𝐢𝐭𝐲, 𝐚𝐧𝐝 𝐂𝐮𝐥𝐭𝐮𝐫𝐞. My priorities are developing a culture of learning, aligning with the organization's vision, enhancing capabilities, embracing technology to be agile, analyzing data to spot gaps, benchmarking leadership skills, and setting up infrastructure for performance support. Some accomplishments from this position include:• Set up a Learning & Development team in Spectra from scratch.• Spectra's competency framework, which served as the foundation for our talent management initiatives, was developed.• Created a program for new hire orientation called SEEDS (Skill Enhancement and Employee Development in Spectra), which showed 4-weeks improvement in new hire productivity on average.• By implementing an upskilling & reskilling program STEP (Systematic training & evaluation process), we were able to improve customer experience by increasing first time resolution rates by ͂11%• A leadership development program LEADS (Leadership Exploration and Development in Spectra) was developed with a focus on 5 leadership competencies to enhance performance and overall leadership effectiveness. • Created award-wining Sales Process- S.P.E.C.T.R.A. way of selling to implement the sales training program which resulted growth in customer base (RGU's) by 27% over a period of 2 years (for Business customers). • Implemented LMS to digitalize learning for 700+ learners• Designed a Hi-Po program (TTL- Top Talent League)• Conceptualized Power BI based L&D dashboard, which is used for data mining, analysis, and presentation purposes Show less

Noida Area, India

Conducted Training Needs Analysis to identify and address specific training needs,optimizing training interventions. Led comprehensive training programs for new and tenured employees focusing onLanguage, Customer Service, and Soft Skills, significantly improving teamperformance and customer satisfaction. Led Train-The-Trainer sessions for new trainers, expanding the internal trainingcapacity and ensuring consistent training quality. Performed weekly and monthly… Show more Conducted Training Needs Analysis to identify and address specific training needs,optimizing training interventions. Led comprehensive training programs for new and tenured employees focusing onLanguage, Customer Service, and Soft Skills, significantly improving teamperformance and customer satisfaction. Led Train-The-Trainer sessions for new trainers, expanding the internal trainingcapacity and ensuring consistent training quality. Performed weekly and monthly trend analysis through dashboards, providinginsights for continuous training program improvement. Played a key role in recruitment, employee engagement activities, and refreshertraining, enhancing team cohesion and maintaining high engagement levels. Show less

Gurgaon, Haryana, India

Was responsible for ensuring smooth functioning of Planning, developing and delivering Training for BT-Openreach. Also involved in Operational processes, Quality Compliance, driving compliance and process improvement initiatives in the allocated business processes.• Involved in:✓ Planning, content developing and delivering Training programs for BT-Openreach.✓ Planning & maintaining training program schedules for new hires (NHT)and cross-skill batches (Voice/Chat ).✓ Evaluate… Show more Was responsible for ensuring smooth functioning of Planning, developing and delivering Training for BT-Openreach. Also involved in Operational processes, Quality Compliance, driving compliance and process improvement initiatives in the allocated business processes.• Involved in:✓ Planning, content developing and delivering Training programs for BT-Openreach.✓ Planning & maintaining training program schedules for new hires (NHT)and cross-skill batches (Voice/Chat ).✓ Evaluate work performance of Team Early Life & In Life.✓ Supporting, coaching, developing and supervising a Team of 20+ Team.✓ Work closely with Customer Experience team to drive improvement in C-Sat and soft skills.✓ Conduct regular feedback sessions/PKT (Process knowledge Test) to help BQ (Bottom quantile ) employees come up the learning curve.✓ Acts as a First escalation point for customer escalations for own product area.✓ Conduct regular Gage calibrations sessions internally and/or with clients✓ Actively work with Process Excellence Team to identify improvement areas and/or in improvement projects✓ Tracking SLA Performance✓ Perform ongoing reviews to ensure compliance to Process Document and facilitate change✓ Drive compliance in business processes✓ FCR Improvements Show less

Noida Area, India

* Involved in:* Managing the end to end complaints team (Res Desk) to deal with all product and service related complaints* Responsible for supporting, coaching, developing and supervising a group of 10-15 employees.* Demonstrate subject-matter expertise through solid process knowledge.* Quality audits, random sampling to dipstick on the performance* Communicate all process and client changes to direct reports.* Participating and conducting calibration calls related to… Show more * Involved in:* Managing the end to end complaints team (Res Desk) to deal with all product and service related complaints* Responsible for supporting, coaching, developing and supervising a group of 10-15 employees.* Demonstrate subject-matter expertise through solid process knowledge.* Quality audits, random sampling to dipstick on the performance* Communicate all process and client changes to direct reports.* Participating and conducting calibration calls related to updates/ clarification and training* Interacting with clients for process related query, training, review* Responsible for C-Sat, OTR, CPS and Sales performance.* Ability to coach and develop action plans, which maximize performance and provide effective feedback.* Help complete various Corp/Client/Monthly audits from time to time.* Developing reports for the process. Analyzing errors and variation using different quality tools like Pareto Analysis, Checklist, Cheetsheet, Fish Bone Analysis, DMAIC Six Sigma Tools and RCA Show less

Noida Area, India

 Customer satisfaction is the main priority looking after the needs of customers and then exceeding the expectations. Handling customers in inbound environment as well as maintain records of calls received by the clients. Managing and uploading of correct Sales data on sales portal. Assisting the Team Leader in managing all the office works, maintaining excel sheets, follow up from Team Members as well as Prepare reports. Assisting the Team Leader in managing administrative… Show more  Customer satisfaction is the main priority looking after the needs of customers and then exceeding the expectations. Handling customers in inbound environment as well as maintain records of calls received by the clients. Managing and uploading of correct Sales data on sales portal. Assisting the Team Leader in managing all the office works, maintaining excel sheets, follow up from Team Members as well as Prepare reports. Assisting the Team Leader in managing administrative work. Show less

Noida Area, India

 Handled customer enquiries, complaints, billing questions and payment extension/service requests. Calm angry customers, repair trust, locate resource for problem resolution, and design best option solutions. Managed a high-volume workload within a deadline-driven environment. Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (Sale, speed, accuracy, volume). Became the lead “go-to” person for new reps and particularly… Show more  Handled customer enquiries, complaints, billing questions and payment extension/service requests. Calm angry customers, repair trust, locate resource for problem resolution, and design best option solutions. Managed a high-volume workload within a deadline-driven environment. Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (Sale, speed, accuracy, volume). Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees. Helped company attain the highest customer service ratings (as determined by external auditors) — earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations. Show less