SWAPNIL SINGH

305, Primrose Appt, 1st Main, Near St. Vincent Pallotti School. Babusapalaya Ext. Rd. Horamavu, Bangalore 43

Contact: +91-9620997099 | Email: swapnilsingh1304@gmail.com | Date of Birth: 20th March 1981

Customer Service & Operations Management Professional

Offering 9 years of experience; seeking challenging assignments in an organization of repute.

Dynamic & result oriented professional with rich cross-functional experience in managing the entire spectrum of Operations, Customer Service Delivery, Customer Relationship Management, Client Servicing, Training & Development, Team Management.

Possess in-depth knowledge of entire operations ranging from ensuring SLAs, Process flows, Team Forecasting, Workforce Analysis and Training.

Demonstrated expertise in managing various processes; creating process vision & design, developing enhancement strategy and deploying key execution strategies across processes.

Expertise in maintaining high standards of customer & client service, with quality & service norms to achieve customer satisfaction and business retention.

An effective communicator with excellent relationship, management skills and strong analytical, problem solving and organizational abilities. Ability to meet deadlines and deliver on commitments.

Functional Competencies

Project management. Conduct annual performance appraisal for staff.

Responsible for SLA’s and Program metrics

Active involvement in customer management and Flipkart Operations

Upstream Management - New hire recruitment, training and transition

Prepare and publish the program MSR based on company requirements

Overlook product and process training

Provide leadership and coaching required to meet and exceed expectations

Motivate, inspire the team and also conduct monthly R & R's

Focus the team on the tasks at hand or the internal and external customer requirements

Coordinate with logistics, Product and Design Team to build customer platform and enhanced customer experience

Career Contour

Flipkart.Com Since Oct’13

Assistant Manager

Managing operations with view to achieve business objectives and ensuring top & bottom line customer satisfaction Ensuring systems and processes thereby delivering quality output while leading, mentoring and monitoring the

performance of the On Job Trainees to ensure efficiency in operations, meeting individual and group targets.

Creating an environment that sustains and encourages high performance.

Coordinating activities for identification of training needs of OJT’s for upgrading technical skills

Determining process gaps and designed & conducted training programs to enhance operational efficiency and retained talent by providing optimum opportunities for personal and professional growth

Accountable for conducting regular meeting with team and management to discuss volumes processed; preparing rosters as per desk utilization and maintaining timesheets every month

Played a key role in assessing current performance, processes and services and providing recommendations regarding process improvements to maximize customer satisfaction

Dexterous in effective management of customer relation operations and ensuring maximum customer satisfaction through providing quality service and ensuring adherence to service quality norms

Interacting with the Client/Vendor in order to provide them with high quality and competitive services in a timely manner.

Acting as a vital connecting link between the management & the team for dispersal of information. Distinguishing key areas of obstructions and evolving immediate and long term resolutions

Establishing and using service level and response time objectives while planning and managed the service-level quality using the real-time management skills

Responsible for assuring effective work flow management to meet agreed service level agreement and quality levels while maintaining effective resource utilization at all times

Key Highlights:

Title Project One ContactDescription Project focused on FCR improvement, implemented on CS VerticalResults Overall FCR improved from 49.8% to 62.8%

Title Project 3 RepeatDescription Project focused on repeat reduction, implemented in CS Voice vertical Results Inbound repeat reduced from 9.20% to 2%

Title SOS InitiativeDescription Proactive customer escalation management

Results Reduction in customer escalation on Social Media & Other platforms

Title Escalation Mitigation for CS Inbound OpsDescription Possible & predictive escalation mechanism for CS Ops based on customer history, trends and

call outs.Results Visible reduction in customer escalations and increase in customer WOW

Title Coaching Streamlining within CS Inbound OpsDescription Streamlined coaching & auditing mechanism in CS with the introduction of automated

coaching form and reporting structure.Results Increase in team leading coaching and compliance %, development of good coaches within CS

Ops

Title Compliance Accuracy Dashboard – Monthly One-On-One Description Defined compliance measures for CS one-on-on activity. Designed compliance audit

methodology, defined compliance reporting structureResults Improvement in easy work flow for appraisal cycle and performance management.

Title The WOW Brawl InitiativeDescription To enhance customer experience and drive the culture amongst all teams. The competition is a

mere platform wherein the hard work of employees is showcased, the judges provide instant and unbiased feedback which is an add value in itself.

Title Project Fast Track (Escalation Management for Partner CS team)Description To mitigate CEO escalations and drive process adherence across all partners

Title Call Me back Description Outbound campaign to call back the customer based on their requested time. 100% scale up of

CMB (Call Me Back) for customer.

Title NDR(Non-delivery Report) & COD (Cash on Delivery) Automation Description: Ongoing project to deprecate NDR process. Build system capability to enhance customer

experience. COD – Complete automation of cash on delivery process.

Upstream management & Hiring for CS Inbound Awarded best AM for 3 Quarters

Multiple FAB awards & Aspire award winner

WNS Global Solutions July’09-Feb’12

Team Lead

Key Highlights:

Three time Bravo True Lead winner. Bravo Centurion winner.

Bravo Classic Call Winner.

Bravo Champion Winner

Voted Best Team Lead of year 2010-2011

Maintained 0% attrition over a period of 11 months.

Nirvana Business Solution Aug’06-May’09

Senior Customer Care Representative Process (EHL UK Customer Support)

Key Highlights:

Promoted to Senior Customer Service Rep within the first 6 months. Voted best employee of the month for 10 months during 2007-2008.

Top Sales Agent for the year 2006, first sales agent to achieve 500 and 1000 sales for the campaign (Sky).

Academics

BCA (Computer Science) | JIMT (Jaganath Institute of Management and Technology) | 2006