Curriculum-Vitae

Saurav SinghMobile: +919015207917 & +917791057917E-mail: 1986saurav.singh@gmail.com

CAREER OBJECTIVETo Scale New Heights of Success with hard work and dedication and leave a mark of excellence on every steps and to work for assignments which involve analytical capabilities and professional growth.

PROFESSIONAL PROFILEJob 3: Insight Customer Call Solutions Ltd. Oct’15 – Till dateProcess : DISH TV & VD2H. Sub-Process: Frontend Training & QualityDesignation : Training & Quality Lead Period of Service: Oct’15 – Till DateKey Responsibilities

Working as Training & Quality Lead Handling team of 10 Q.A’s & 8 Trainers Working with D2H campaign Conducting Internal & External Call Calibration Maintaining Client Relationships Preparing dashboards (Internal & External) for Quality & Training Presenting Reviews Internal & External (MBR & QBR) Launched Projects to maintain the process gaps Initiated Process Improvement Plans Performing Auditors Audit to curb gaps

Job 2: Vertex Customer solution LTD. Jan’ 13 – Apr’15Process : Idea Cellular Ltd. Sub-Process : Frontend TrainingDesignation : Team leader (Training & Quality) Period of Service: Jan ’13 – Apr’15

Key Responsibilities

Responsible for conducting New Hired Batches, Floor Refreshers Preparing and maintaining daily reports regarding trainings Publish training dashboard report on daily bases Publish certification program reports on monthly bases ID creation reports publish for every new batch’s to client team Review data preparing for WBR, MBR, and QBR. PPT preparing for training programs Responsible for Batch Throughputs by maintaining low attritions Arrange Capsule training and Re-Joining training programs as per the Operational requirement Responsible for conducting On Floor Refreshers (TNI) for Bottom Quartile agents maintaining high Post efficacies Responsible for effective training deliveries and improvements in all set targets Responsible for On Time Sharing training dashboard report (Dish TV) with internal team Sharing raj. batch’s certification program with internal team Sharing idea raj. Process Pspkt (Quiz) score report with internal team Sharing trainer (Self) Login HRS details on weekly basis. Deliveries of the batches as per the Operational requirement Managing Team Calibrations and reviews on various reports and daily updates on weekly basis Identifying training and development needs within organization. Helping line managers and trainers to solve specific training problems, either on a one-to-one basis or in groups.Train instructors and supervisors in techniques and skills for training and dealing with employee

Job 1: Spanco Ltd. Feb’ 09 – Apr’13Process : Reliance Sub-Process : Frontend TrainingDesignation : Team Leader & Training Period of Service: Aug’11 – Sep 12Key Responsibilities

Responsible for conducting New Hired Batches, Floor Refreshers. Preparing and maintaining daily reports regarding trainings Responsible for Batch Throughputs by maintaining low attritions Arrange Capsule training and Re-Joining training programs as per the Operational requirement Responsible for conducting On Floor Refreshers (TNI) for Bottom Quartile agents maintaining high Post efficacies Responsible for effective training deliveries and improvements in all set targets Responsible for On Time Sharing training dashboard report (Raj Circle) with internal team Sharing raj. batch’s certification program with internal team

Sharing idea raj. Process PKT (Quiz) score report with internal team Sharing trainer (Self) Login HRS details on weekly basis. Deliveries of the batches as per the Operational requirement Managing Team Calibrations and reviews on various reports and daily updates on weekly basis Identifying training and development needs within organization. Helping line managers and trainers to solve specific training problems, either on a one-to-one basis or in groups. Train instructors and supervisors in techniques and skills for training and dealing with employees.___________________________________________________________________________________Process : Reliance Sub-Process : Frontend OperationsDesignation : Team Leader Period of Service: Feb’09 – Aug’11

Key Responsibilities

Maintaining On hook events count report on daily basis. Sharing internal call transfer tracker with internal & external team on daily basis. Sharing call disconnection tracker with internal & external team. Maintaining Audit observation & feedback report.

Ensure the SL% & abandoned % to be as per the target. Tracking on the average handling time (AHT). One -O-One session conducted with team agents to control the attrition and shrinkage. Sharing previous day performance with team & supervisor on daily basis. Sharing ICF score & feedback with the team on daily basis. Sharing Internal & External fatal feedback & score report. Sharing the tagging contribution reports on daily basis with internal team and Clint team. Sharing the customer VOC reports on daily basis with internal team and Clint team. Sharing the Application down time reports on daily basis with internal IT team and Clint team.

Appreciation & Rewards

Rewarded as “Star Performer of month” for March 2010 Received appreciation certificate for the month of April 2010 for committed effort of mentoring on floor Received appreciation certificate for the month of May 2010 for committed effort of mentoring on floor Received appreciation certificate for the month of September 2010 for committed effort of mentoring on floor Received Certificate of Appreciation from Client (Idea) for reorganization as Significant Contributor in March 2014

Highlights

Got promoted as (SME) case specialist from CCE through IJP process

Key Responsibilities Handling all types of queries & complaints of dealers of idea of Rajasthan circle regarding balance recharge,

deduction & providing resolutions of same Forwarding requests/complaints of dealers to various concerned departments for wrong balance recharge,

service activation/ deactivation & issues resolution All kind off reports publish to internal team (Login HRS reports, ICF reports , UC % reports , Agents productive

reports)

Appreciation & Rewards

Best Agent award for June 09 Received appreciation letter for Loyalty for period of Mar 09- Dec 09

EDUCATIONAL CREDENTIAL Graduate in Humanities from Agra University Matriculation from Up Board Intermediate from Up Board

COMPUTER PROFICIENCY

Well-versed Knowledge in: MS Office Suit (MS Excel, MS Word, MS Access, MS PowerPoint) Well-versed Knowledge in: Citrix Metasolv (Telecomm-Provisioning software), CRM (Customer relationship

management software), I Care, Crystal,

PERSONAL INFORMATIONDate of Birth 16th Aug 1986Values Discipline, Honesty and Respect

Saurav Singh