Balbir Singh
@balbirsingh
Proactive Customer Experience Professional with 16 years of expertise.
What I'm looking for
I am a proactive and meticulous Customer Experience Professional with over sixteen years of experience in managing large teams and optimizing operations. My journey has been marked by a commitment to enhancing customer interactions and driving performance improvements across various sectors, including e-commerce, telecommunications, and banking.
Throughout my career, I have successfully led teams of over 1,500 members, focusing on operational excellence and compliance management. My expertise in escalation automation and AI-driven insights has allowed me to implement innovative solutions that significantly enhance customer satisfaction and reduce revenue leakage. I take pride in my ability to foster strong relationships with clients and stakeholders, ensuring that organizational goals are met while delivering exceptional service.
As a leader, I am dedicated to nurturing talent and driving team performance through effective training and development programs. I have consistently achieved high feedback closure rates and have been recognized for my contributions to process improvements and operational efficiency. My goal is to leverage my extensive experience to continue making a positive impact in the customer experience domain.
Experience
Work history, roles, and key accomplishments
Senior Manager (Operations, Training, and Quality)
IENERGIZER IT Services Pvt Ltd
Jul 2024 - Jul 2024 (0 months)
Managed a workforce of 700+ for e-commerce customer service, overseeing operations, training, and quality assurance. Implemented onboarding processes and designed performance tracking systems to enhance operational efficiency and compliance.
Senior Manager 1
Flipkart Internet Private Services
Sep 2019 - Sep 2023 (4 years)
Oversaw operations for outsourced partner teams, ensuring SLA compliance and managing escalations. Developed a BOT for internal feedback and led diversity initiatives across the organization.
Group Manager
Amazon Development Center
Dec 2018 - Aug 2019 (8 months)
Led a team in daily contact center operations, focusing on performance evaluation and quality initiatives. Improved operational efficiency and employee engagement through structured feedback and training.
Operations Manager
QualSquad Infotech PVT Ltd
Feb 2018 - Oct 2018 (8 months)
Managed operations for a data mining company, leading a large team and enhancing productivity through performance-based incentives. Collaborated with international teams to deliver business insights.
Operations Manager - Retention & Activation
GE Capital - State Bank of India Cards
Nov 2015 - Jan 2018 (2 years 2 months)
Managed outbound and inbound processes for credit card activation and customer retention. Led a team to enhance productivity and customer satisfaction through strategic outcall initiatives.
Team Leader, Operations
Myntra.com (Vector E Commerce PVT Ltd)
Aug 2015 - Sep 2015 (1 month)
Led a team in daily contact center operations for an e-commerce platform, focusing on customer experience improvement through market research and training initiatives.
Team Leader, Operations
Tech Mahindra Business Services
Oct 2012 - Dec 2014 (2 years 2 months)
Managed a team in telecommunications customer service, focusing on performance evaluation and customer satisfaction. Implemented strategies to improve service delivery and team engagement.
Assistant Manager Operations
Aditya Birla Minacs
Nov 2009 - May 2012 (2 years 6 months)
Led a large team in customer service operations, focusing on revenue generation and process improvement. Developed strategies to enhance service levels and employee performance.
Subject Matter Expert
Hutchison 3 Global Services
Nov 2007 - Nov 2009 (2 years)
Provided expertise in operations, focusing on performance improvement and training for team leaders. Conducted data analysis to enhance service quality and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
Yeshwant Rao Chavan College
Bachelor of Commerce, Commerce
2009 - 2012
Completed a Bachelor of Commerce degree, focusing on various aspects of commerce and business management.
Maharashtra State Board
Higher Secondary Certificate, General Studies
2000 - 2002
Completed Higher Secondary Certificate (HSC) with a focus on general studies as per the Maharashtra State Board curriculum.
Maharashtra State Board
Secondary School Certificate, General Studies
1998 - 2000
Completed Secondary School Certificate (SSC) as part of the Maharashtra State Board education system.
Availability
Location
Authorized to work in
Job categories
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