Resume Amanjit Singh

8/9/2019 Resume Amanjit Singh

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AMANJIT SINGHMobile: 91-9818431937 ~ E-Mail: [email protected]

Career Overview

Technically competent proessional !ith 8 " years o rich e#perience in $T %perations& Transition& 'rocess

(anagement& )lient *er+icing , Team (anagement crrently !or/ing at DELL Services, NOIDA asManager (Oera!ions"#

'roicient in managing , leading teams or rnning sccessl process operations , e#perience o implementing

procedres& ser+ice standards or 0siness e#cellence and acting as an escalation gate to resol+e critical isseso the team mem0ers.

*/ills in condcting +arios technical training sessions or enhancing the perormance and ality o ser+ice

and managing teams !ith ocs on e#celling 0siness targets , ser+ice deli+ery metrics.

20ilities in managing the spectrm o tas/s ranging rom conceptalisation to deployment& management o

mlti project teams inclding )*2T& )& (is-2ssigned& and 5*2T 2nalysis.

2dept in acting as an am0assador o change or sccessl implementation o 0siness soltions in

organisations !ithin pre-set 0dgets and deadlines.

*trong commnication , interpersonal s/ills !ith a0ilities in )( , Team (anagement.

E$lo%$en! Scan

56 *er+ices& %$52 since 2g8

Leading 10 (Commercial and Healthcare Accounts) HPHC, Verso, Aptuit and MKS

Career Path!Associa!e A&g') ; Nov'*

Tea$ Lea+er (Oera!ions" Since Nov'*-J&ne-*Manager (Oera!ions" Since J&ne *

Hig.lig.!s

As Associa!e

*igniicantly ser+ed as "ac# up $eam Leader and loo/ed ater the operations pertaining to *er+ice 5es/.

<olds the merit o generating $ncident and eest tic/ets sing %'2* and assigned them to the correct

assignee grops.

5emonstrated e#cellence in handling:

o $T$ 0ased ser+ice des/ operations.

o (lti channel pro0lem resoltion-+oice and 6-(ail.

o e+el 1 spport or glo0al clients.

<oned e#pertise in Tro0leshooting=spporting=i#ing pro0lems related to 5es/top= et!or/= >'= $nternet.

*/illed in handling the /no!ledge management sot!are li/e +ia ?ord orge& %'2* %perational 'rocess

2pplication *iteA.

*ccesslly tro0leshoot the ?indo!s 5es/tops and aptops and Bser 2ccont related isses inclding

participation in the 5aily %perations )all.

Cey )lient <andled: <'<)& 2ptit& >erso& (oodys& *!ing >ote& D'*- >' and (editech.

As Tea$ Lea+er (Oera!ions"

esponsi0le or a team o 18 mem0ers.

'i+otal in monitoring and pro+iding high ality ) 0y !or/ing !ith 0est practice and relia0le technies.

6ssayed a pi+otal role in spporting mltiple acconts !hich inclded nderstanding and i#ing o dierent

compter related isses.

5e#terosly nderstood the comple#ity o major isses and its impact on the client.

MANAGE/IAL ASSIGNMENTS% Process &perations % In IT Do$ain



'layed a /ey role in !or/ing closely !ith the onsite teams to impro+e eiciency to achie+e highest le+el o

client satisaction.

*ccesslly too/ accont trainings or the ne! hires& Tools training.

5e#terosly perormed *hit let acti+ities ; 2dded more ) or the *er+ice 5es/ to pro+ide one stop shop or

the cstomers.

6ssayed a /ey role in the implementation o inno+ati+e methodologies to impro+e irst call resoltion =

6iciency , manage cstomer perceptions.

'i+otal in the (anagement o *hit- 'repared roster to pro+ide sicient Dsiness co+erage E4F7A.

*pearheaded the responsi0ilities o 'erormance management or 6ntire <elpdes/ Team Talent retention and

attrition control ; *tarted 6arly !arning system.

*tellar in ser+ing as an escalation point and attended - resol+ed escalations rom department eaders.

(anaged <elpdes/ *er+ices as per *2s deined and maintain proper docmentation.

(eticlosly handled nm0er o administrati+e dties& as an $T *er+ice 5es/ - (anaged transport& roster team

on T(*. Generates !ee/ly and monthly reports on cstomer spport isses.

Dilt a aliied *er+ice des/ team throgh inno+ati+e hiring and training technies attended )ompetency

0ased inter+ie! s/ill training& (anagement rom the start (T*A.

eading as a manager or Glo0al ailo+er des/ !hich incldes mltiple acconts <ealth )are and )ommercial&

B* Dased )stomersA

<eading monthly go+ernance meeting and trac/ing o each and e+ery action item discssed !ith all the

leaders.

(anaging 'eople*ot Time 6ntry or the teams 0ased ot or oida and Dangalore *er+ice 5es/A.

As Assis!an! Manager -

• esponsi0le to meet all agreed client *2Hs and perormance parameters or )stomer ser+ice deli+ery

operations.• eadership ; (anaging team o (anagers , 2ssistant (anagers and 4 " 2ssociates

• esponsi0le or )lient - ,'& 'rocess& o+erall re+ene impacts and ensre cost eecti+e contact center operations

in place.• 6nsre 0siness controls and process deli+ery in place or )ircle le+el %perations.

• iaising !ith +arios departments ecritment& <& Iality& Training , othersA !ithin organiJation to gain

spport and resol+e isses.• 'lanning the 0siness ramp p& recritment , aligning teams as per the client reirement across locations and

circles speciications.• 5esign& strategiJe , re+ie! !ays o commnication& /no!ledge dissemination across nctions as per the client

reirement and pdate a+aila0ility.• 2nalyJing ($* , other statements !ith a +ie! to pgrade the loor !ith latest do!nloads assist in critical

decision-ma/ing process.

• (anaging team nctions +iJ. manpo!er planning& recritment , selection& indction& perormance appraisal&training& etc.

• *et and dri+e perormance , process impro+ement standards and pro+ide soltions& spport to ser+ice partners.

• eading& mentoring , monitoring the perormance o team mem0ers to ensre eiciency in process operations

and meeting o indi+idal , grop targets.• (apping clients& identiying impro+ement areas , implementing measres to ma#imiJe cstomer satisaction

le+els.• *etting ot ality standards or +arios operational areas& ensring a high-ality cstomer e#perience !hile

adhering to the *2s and !or/ processes.• esponsi0le or 6nd to 6nd *er+ice deli+ery o the assigned processes.

• esponsi0le or ensring that all 5ell trainings and trac/ing done or 2'K.

• )hangepoint 0illing responsi0ility or 2'K or all the cstomers.

C&s!o$er Han+le+-

<'<) ; <ar+ard 'ilgrim <ealth)are

o <ar+ard 'ilgrim is a ll-ser+ice health 0eneits company

o *er+es mem0ers in the e! 6ngland states

o %ers a !ide +ariety o health insrance options or companies& amilies and indi+idals

o <'<) is a not-or-proit health plan !ith appro#imately more than 9& mem0ers and a

net!or/ o more than EE& doctors and 13 hospitals.

o <'<) is the top-rated plan in the contry or mem0er satisaction and ality o care

o <eadarters: 1L Crown Colon% Drive 0 1&inc%, MA

o $* %perations: 93 ?orcester *treet = ?ellesley. (2

2ptit ;



o The company !as onded in EM 0y a grop o indstry e#perts !ith e#tensi+e mar/et

e#perience& !ho ha+e a trac/ record o 0ilding a similar& highly sccessl company throgh

acisitions and in+estment.

o %ices locations inclde B*& BC& 2sia !ith headarter in 2Greenwic., Connec!ic&!3#

o 6mploys appro#imately E7 highly s/illed people at 17 glo0al acilities !orld!ide

o )stomers inclde: 2ptits glo0al inrastrctre allo!s it to deli+er the reirements o or 7M"

cstomers& eecti+ely& eiciently and on time.

>erso

o >erso is a paper manactring company 0ased ot o Me$.is, 4S.

o >erso has or paper mills - 2ndroscoggin - Kay& (6 & Dc/sport ; in (6 &

*artell ; in ( and

2ndroscoggin - Kay& (6

(C*

o (C* $nstrments& $nc. is a leading !orld!ide pro+ider o process control soltions or ad+anced

manactring processes sch as

o *emicondctor de+ice manactring

o Thin ilm manactring or lat panel displays&

o %ptical storage media&

o 2rchitectral glass and electro optical prodcts

o Technology or medical imaging eipment.

o Their instrments& components and s0systems incorporate sophisticated technologies to po!er&

measre& control and monitor increasingly comple# gas related manactring processes.

<) Technologies D'% *er+ices td.& ocation KnL ; 2g8Sr# Tec.nical S&or! O55icer

Cey )lient <andled: argest $*' client in BC& Dritish Telecom.

6ssayed a /ey role in handling the tro0leshooting o connecti+ity isses on ')s along !ith +arios roters and

modems.

*igniicantly spported orton 2nti+irs installation& 6-(ail conigration '%'3 and *(T'A& Tro0leshooting

>%$' phones and ?i-i conigration& etc.

'i+otal in !or/ing on *ie0el %ne +ie!A )( sot!are.

<olds the distinction o attaining the irst position in entire prodction loor in the month o 5ecem0er EL on

the 0ases o the *tac/ ran/ing.

5istinction o 0eing selected or the pilot 0atch or Project Gold and then !ith Tier E !ithin i+e months o

lanching o this +entre.

*pearheaded the training sessions to ne! joinees dring 0dding session.

Accola+es

*ccesslly recei+ed si# appreciation letters rom >ice 'resident& <) Technologies D'% *er+ice td. or 0eing

Dest loor 'erormer.

$T$- ondation )ertiied E14A

<olds the merit o recei+ing:

• %n the spot a!ard in I4 E1A

• %n the spot a!ard in I3 E1EA

• )stomer 2ppreciations.

• 2ppreciation or 'erormer o the month 'erotsystems 5ell *er+iceA.

Co&rses 4n+er!a6en

$T6*=D'% corse throgh 5%62)) )entre& *rinagar=Kamm in EM.

5iploma in $normation Technology 5$TA throgh )65T$ in E3-4.

<$'22 )ertiied.

(icrosot certiied proessional.

E+&ca!ion

(D2 rom *ym0iosis 5istance earningA



DD2 rom Bni+ersity o Kamm& Kamm

<igher *econdary 1"EA rom 2rmy '0lic *chool )D*6 DoardA& Bdhampr

<igh *chool 1thA rom 2rmy '0lic *chool )D*6 DoardA& Bdhampr

IT S6ills

?ell +ersed !ith:7is!a, 8in+ows 9:, Lo!&s No!es#

Ac!ive Direc!or%, Novell, SA:#/e$o!e Des6!os.

:ersonal 7i!ae

5ate o Dirth : ELth 2pril 198L.

angages Cno!n : 6nglish& <indi and 'nja0.2ddress : 3L 2& To!er 1 'anscheel ?ellington 2partments& ear Galleria (ar/et.

)rossing ep0lic& 5hndahera& GhaJia0ad. 'in - E19

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Resume Amanjit Singh