Vikas Singh Email & Phone Number

Bengaluru, Karnataka, India

 Lead high impact consulting engagements, partnering with clients to assess business needs, define project scopes, and develop strategic recommendations to drive growth and efficiency. Manage cross-functional teams of consultants, business analysts, and subject matter experts to deliver end-to-end solutions, ensuring alignment with client objectives and expectations. Conduct in-depth analysis of client business processes, systems, and data to identify opportunities for improvement, cost reduction, and competitive advantage. Facilitate workshops, focus groups, and interviews with key stakeholders to elicit requirements, gather feedback, and ensure alignment with project goals and objectives. Develop comprehensive business cases, project charters, and strategic roadmaps to guide project execution, resource allocation, and decision-making. Collaborate with technical teams to translate business requirements into technical specifications, ensuring successful solution design, development, and implementation. Provide thought leadership and expertise in business analysis methodologies, tools, and best practices, driving continuous improvement and innovation within the organization.

Noida Area, India

• Led business analysis activities for client projects, including requirements gathering, documentation, and validation, to support the successful delivery of consulting engagements.• Conducted detailed data analysis and modeling to identify trends, patterns, and insights, informing strategic recommendations and actionable insights for clients.• Facilitated stakeholder workshops and interviews to capture business needs, priorities, and pain points, ensuring alignment with project objectives and client expectations.• Developed business process maps, use cases, and functional specifications to guide solution design and development efforts, ensuring alignment with business requirements.• Led user acceptance testing (UAT) efforts, coordinating test planning, execution, and defect management to ensure the quality and integrity of delivered solutions.• Provided mentorship and guidance to junior analysts and consultants, fostering their professional growth and development within the organization.• Implement a comprehensive management plan for each project and hold regular stakeholder meetings to keepall interested parties updated on project progress.• Providing strong governance framework for projects, ensuring strategic alignment and a common understanding of the drivers and outcomes for success.• Develop reporting dashboards on Nexidia Interaction Analytics (Internal reporting tool) to showcase an overall performance across all the contact centers.

Noida Area, India

• Identifying the gaps and areas of improvement and functioning on them to overcome the challenges.• Root cause analysis on Customer Satisfaction, Repeats, AHT, Hold, & Transfers to eradicate failures Guiding and mentoring the employees while providing feedback.• Accountable for ensuring quality standards and tracking SLA performance for the process.• Motivating the employees to perform on a regular basis through team sessions and sharing best practices.• Root cause analysis on Customer Satisfaction, Repeats, AHT, Hold, & Transfers to eradicate failures.• Team management and real time support.• Completing appraisals and discussions on carrier path for the agents.• Excellent customer service attitude & excellent communication skills and ability to manage Client’s expectations.• To respond accordingly based on the priority assigned to the issue listed in the priority level Section to process the request and update them accordingly.

Noida Area, India

Worked as a senior customer service representatives. Handled billing queries for US telecom process. Provided excellent customer service and handled Escalation calls. Provided assistance to other team members.

Noida Area, India

Uk telecom sales process. Delivered good number of sales every day. Meeting the sales target on daily, weekly and monthly basis. Followed quality parameters.