Magazine : Dharamveer Singh
Current
Head, Inside Sales
Education
B.Sc Geology
Industry
IT-Software/Software Services
About Dharamveer Singh
Desire to work and excel in a highly functional and professional team environment
Superior analytical abilities, effective oral and written communication skills
Ability to work independently while meeting project deadlines and following corporate procedures
Ability, initiative, and commitment to be a part of a culture of excellence
Experience conducting primary and secondary research
Experience in working in specified industry
Superior analytical abilities, effective oral and written communication skills
Ability to work independently while meeting project deadlines and following corporate procedures
Ability, initiative, and commitment to be a part of a culture of excellence
Experience conducting primary and secondary research
Experience in working in specified industry
Dharamveer Singh ’s experience
Head, Inside Sales
at
BlazeClan Technologies
, Pune, INDIA
September 2010 – March 2012
Industry: IT-Software/Software Services
Functional area: IT Software - Other
Operations Manager at Infoity Solutions , Pune, INDIA
September 2011 – March 2012
Industry: BPO/ITES/CRM/Transcription
Functional area: Marketing / Advertising / MR / PR
Process Team Leader at Salebuild ITES Pvt Ltd , Pune, INDIA
February 2007 – April 2009
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
The duties of the Process Team Leader vary according to the
structure and management of the employer's or client's
organization. Some firms centralize operations research in one
department; others use operations research in each division some
organizations contract with consulting firms to provide
operations research services. , mathematicians, industrial
engineers, and others may apply operations research techniques to
address problems in their respective fields. The few other
KRA’s include - • Knowledge transfer of
process. • Process mapping. • Preparation of SOP’s,
Process Flow charts and other transition related
documents. • Preparation of Quality checklist for
processes. • People management. • Communication with
onshore teams. • Work allocation. • Employee
motivation. • Process Improvement. • Process reporting -
Weekly and Monthly dashboards • Preparing Monthly Incentive
dashboards for the process. • Identifying Quarterly KRA’s
for self and process. o Liaison with various internal and
external resources for gathering information. Workload
allocation. Client communication. Quality
review. Process reporting - Weekly and Monthly
dashboards. Tracking progress on the schemes. Ensuring
compliance of all internal and client policies. Updating
process documents and sharing the same with client. Team’s
leave planning and creating backups Updating the weekly
review sheet for the process Taking care of Attendance,
leave planning and other support functions requirements for the
process. Preparing Monthly Incentive dashboards for the
process. • Cross training my fellow team members on different
campaigns for back up creation.
structure and management of the employer's or client's
organization. Some firms centralize operations research in one
department; others use operations research in each division some
organizations contract with consulting firms to provide
operations research services. , mathematicians, industrial
engineers, and others may apply operations research techniques to
address problems in their respective fields. The few other
KRA’s include - • Knowledge transfer of
process. • Process mapping. • Preparation of SOP’s,
Process Flow charts and other transition related
documents. • Preparation of Quality checklist for
processes. • People management. • Communication with
onshore teams. • Work allocation. • Employee
motivation. • Process Improvement. • Process reporting -
Weekly and Monthly dashboards • Preparing Monthly Incentive
dashboards for the process. • Identifying Quarterly KRA’s
for self and process. o Liaison with various internal and
external resources for gathering information. Workload
allocation. Client communication. Quality
review. Process reporting - Weekly and Monthly
dashboards. Tracking progress on the schemes. Ensuring
compliance of all internal and client policies. Updating
process documents and sharing the same with client. Team’s
leave planning and creating backups Updating the weekly
review sheet for the process Taking care of Attendance,
leave planning and other support functions requirements for the
process. Preparing Monthly Incentive dashboards for the
process. • Cross training my fellow team members on different
campaigns for back up creation.
Team Coach at Wipro BPO , Pune, INDIA
January 2006 – February 2007
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
• Handling a team of 15 people to help achieve operational
SLA's such as AHT, Quality; along with an array of Sales
metrics. • Closely work with the Operations Risk Management
team to identify any gaps in the process and suggest solutions to
better the process. • Lead/motivate the team to meet the set
goals and ensure that completion of allocated task. • Resolve
function related issues and escalate as
appropriate. • Monitoring the agents and giving them the
appropriate feedback and implement an action plan to minimize the
defects. • Doing the Gage R&R also a part of the call
calibrations with the client.
SLA's such as AHT, Quality; along with an array of Sales
metrics. • Closely work with the Operations Risk Management
team to identify any gaps in the process and suggest solutions to
better the process. • Lead/motivate the team to meet the set
goals and ensure that completion of allocated task. • Resolve
function related issues and escalate as
appropriate. • Monitoring the agents and giving them the
appropriate feedback and implement an action plan to minimize the
defects. • Doing the Gage R&R also a part of the call
calibrations with the client.
Telecalling/ Telemarketing Exec. at E2E Serwizsol Ltd , Pune, INDIA
August 2004 – January 2006
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
• Lead a team of Customer Service Executives to resolve
queries, requests and complaints as per defined SLAs. • Root
Cause Analysis of complaints, their elimination and drive process
owners to achieve defined SLAs. • Interact with clients at all
levels of the organization for business plans &
deliverables. • Maintain service uptime within committed SLA's
by cross-functional interaction with teams. • Analyze Customer
Satisfaction scores through internal/IMRB audits and device
action plans for service improvement. • Generate periodic MIS
and data analysis on Service Uptime & SLA adherence. Other
responsibilities handled. • Nominated as Single Point Contact
for Enterprise customers for all post-installation service
delivery & support. • Coordinate with internal teams to
understand customer requirements and translate them into
implementable solutions. • Manage critical situations by
providing operational support to customers and coordinating with
internal teams to service specific needs. • Provide induction
and refresher training to team members on product and process
updates..
queries, requests and complaints as per defined SLAs. • Root
Cause Analysis of complaints, their elimination and drive process
owners to achieve defined SLAs. • Interact with clients at all
levels of the organization for business plans &
deliverables. • Maintain service uptime within committed SLA's
by cross-functional interaction with teams. • Analyze Customer
Satisfaction scores through internal/IMRB audits and device
action plans for service improvement. • Generate periodic MIS
and data analysis on Service Uptime & SLA adherence. Other
responsibilities handled. • Nominated as Single Point Contact
for Enterprise customers for all post-installation service
delivery & support. • Coordinate with internal teams to
understand customer requirements and translate them into
implementable solutions. • Manage critical situations by
providing operational support to customers and coordinating with
internal teams to service specific needs. • Provide induction
and refresher training to team members on product and process
updates..
Dharamveer Singh ’s education
B.Sc [Geology],
Pune University, Pune , Maharashtra. [March,2007]
, Pune, INDIA
Dharamveer Singh ’s additional information
Interests:
Always learning new things and studying the market trends.
Awards and achievements:
Best Agent on the floor, 2006 - Wipro BPO
Best Team Leader consecutive two quarters - Salebuild ITES
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