AMANPREET SINGH

• Led a team of 10+ team members in a high-volume contact centre, consistently achieving a customer satisfaction score of 95%+ & Quality evaluation score of 85%+ from last 12 months.
• Conducted regular performance reviews, providing constructive feedback and creating personalized development plans for each team member.
• Mentored and developed 4+ team members with different development opportunities (acting team leader, SME) and other roles within business.
• Facilitated weekly/monthly team meetings, driving continuous improvement and sharing best practices to enhance team performance.
• Delivered timely and accurate feedback to team members based on internal reviews/evaluations and customer feedback, ensuring high-quality customer service.
• Conducted regular performance reviews, providing constructive feedback and creating personalized development plans for each team member.
• Maintain high-quality standards by conducting monthly compliance checks to monitor team performance, addressing ongoing errors, and reducing rework.
• Facilitated learning and development initiatives to enhance team members' focus on customer experience and professional growth within department.
• Coordinate & review of complex policies and procedures, engaging with relevant stakeholders to prepare or assess supporting documentation, ensuring organization's compliance with applicable legislation.
• Assisted Manager by monitoring, analyzing, and evaluating work volume to recommend changes, improve work process efficiency, and develop practices and protocols to enhance employee performance.

Accomplishment & Achievements

• As Leader of Courage team for 2 years, I have enhanced the nesting and buddying process, concentrating on supporting both new and existing team members throughout their onboarding journey which resulted in overall improvement in first call resolution rates and a significant increase in customer satisfaction scores.
• As integral member of Integrated Frontline Team, I led VFADD sessions during a project kickoff, ensuring alignment and preparedness across regional service centers. Additionally, I provide ongoing support to team members through Integrated Frontline Chat Group, assisting with their inquiries and ensuring they have necessary resources to succeed.
• As a seasoned team leader, I have represented our G&T cluster in several operations meetings with the partnership team, senior management, and the transport agency. During these meetings, I actively raised customer concerns to advocate for improvements that would enhance the overall customer experience.
• As cluster representative, I address technical issues, including user access and CRM system challenges, with Transport agency ensuring a smooth customer experience.
• Played a key role in testing AIMS software releases for Tolling cluster since its inception, where I identified numerous issues during UAT testing. I provided temporary solutions to these problems, enabling us to continue assisting customers over phone without impacting business operations.

• Handled an average of 50+ calls per day while maintaining a 98% accuracy rate in data entry and issue resolution.
• Provided high-level advice and assistance to enhance customer capability regarding products and services.
• Accurately received, recorded, and resolved customer complaints and escalated inquiries to ensure timely and effective outcomes for customers.
• Supported team targets by consistently meeting or exceedingly daily and monthly KPIs, including call volume and quality metrics.
• Participated in cross-functional team meetings to provide insights from customer interactions, contributing to product and service improvements.
• Received multiple commendations from management and customers for delivering excellent service and going above and beyond to resolve issues.
• Mentored and trained new hires, reducing their onboarding time and improving their performance, resulting in a more cohesive and effective team.

Accomplishment & Achievements

• Provided on-floor support as a Subject Matter Expert to new team members, assisting with their acclimation to new roles. Answered questions and offered guidance, facilitating a smooth transition while building a strong foundation of knowledge and confidence essential for their success.
• Recognized as the top-performing team member in the team for 12 months, achieving the highest Customer Facing Time (CFT) scores & Call evaluation Scores.

• Manage high volumes of incoming calls and respond to customer inquiries promptly.
• Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
• Address and resolve customer complaints and issues effectively, ensuring customer satisfaction by providing accurate, valid, and complete information by using right methods and tools.