Samir Singh Email and Phone Number

I'm responsible for optimizing site performance, fostering a high-performing team, streamlining processes for efficiency gains, and ultimately contributing to client satisfaction and business growth. I attribute my accomplishments to improve efficiency, cost-effectiveness, and customer satisfaction, meeting targeted on-time resolution rates, upholding client SLAs, and simplifying workflows. Customer Satisfaction: I make sure tee team to respond promptly to client inquiries/requests, resolve issues in a timely manner, maintain smooth operations for high order fulfillment accuracy, and gather customer feedback for enhancement. Strategic Planning & Development: I assess and enhance the coordinator's email procedures and communication efforts, identify and address potential risks, and evaluate and implement new technologies to improve task efficiency and increase visibility across departments

Managing the inbound process, which consists of 300+ employees. I oversee process leaders and support staff, and I conduct weekly and monthly performance reviews with them. Ensuring daily interval-wise service levels are met, in addition to meeting all client key performance indicators (KPIs). I also handle the day-to-day responsibilities related to process shrinkage and attrition. Handling people management, including overseeing the development and performance of the team. Implementing measures to control span shrinkage and attrition rates. Monitoring and analyzing process key performance indicators (KPIs) such as customer satisfaction (CSAT) and agent quality score (AQS). Ensuring compliance with relevant guidelines and addressing any instances of non-compliance. Actively engaging in client interactions to understand their requirements and provide effective support. Additionally, I am involved in WBR and MBR data analysis and presentation.

During my tenure, my key responsibility area involved the following: 1. I managed a team of 70 employees, overseeing both voice and chat operations. 2. I was responsible for preparing PowerPoint presentations for weekly business reviews (WBR) and monthly business reviews (MBR). 3. People management was an integral part of my role. 4. I focused on controlling process shrinkage and attrition rates. 5. I monitored and tracked process key performance indicators (KPIs) such as customer satisfaction (CSAT), agent quality score (AQS), first response time (FRT), and average chat handling time (ACHT). ABOUT MYSELF WORK EXPERIENCE6. I handled process rostering and skeleton planning to ensure smooth operations. 7. I ensured compliance with all relevant guidelines and addressed any non-compliance issues that arose. 8. I actively participated in client interactions and kept abreast of new updates to ensure effective communication and implementation.

Taking responsibility for achieving sales targets and managing the performance of the team. Ensuring control over process shrinkage and attrition rates. Managing sales performance on a daily (SPD) and monthly (MTD) basis. Handling conversion rates and developing data planning strategies. Previously, I was also responsible for overseeing two additional lines of business (LOBs), namely AXIS and ICICI.

Leading two line of businesses (LOBs) for USA and AUS locations. Overseeing supervisors to ensure smooth operations and performance management. Taking responsibility for controlling process shrinkage and attrition rates. Managing bank and payment gateways to ensure efficient transaction processing. Handling client management, including maintaining relationships and addressing any concerns or issues. Managing inbound calls and dialer systems for effective call handling and routing. Taking responsibility for preparing and presenting weekly business reviews (WBR) and monthly business reviews (MBR). Leading sales team and providing guidance and support for achieving targets. Handling dispute and refund requests to ensure customer satisfaction and resolution

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