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.
• 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.

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.

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.
• 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.
• 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.

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*.

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.

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.