Open to opportunities

Balbir Singh

@balbirsingh

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Proactive Customer Experience Professional with 16 years of expertise.

India

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What I'm looking for

I am looking for a role that values innovation, team collaboration, and customer-centric strategies.

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.

Workforce Management Training Development Quality Assurance Performance Metrics Compliance Management Escalation Management Client Communication Process Improvement Team Leadership

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.

Operations Management SLA Partner Management Team Leadership Process Improvement IT Compliance Customer Service Strategic Planning

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.

Team Leadership Quality Assurance Employee Engagement Training Development Process Improvement Customer Service

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.

Data Mining Team Leadership Performance Management Productivity Collaboration Operations Management Quality Assurance

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.

Customer Retention Outbound Calling Team Leadership Process Management Strategic Planning Performance Monitoring Training Development Compliance Management

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 Leadership Customer Experience Market Research Training Development Performance Monitoring Communication Skills Problem Solving Data Analysis Process Improvement

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.

Telecommunications Customer Service Team Management Quality Assurance Data Analysis Process Improvement Training Development Communication Skills

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.

Customer Service Service Revenue Generation Team Leadership Process Improvement Performance Monitoring Training Development Strategic Planning Data Analysis Quality Assurance

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.