Ashneil Singh
Customer Service & Operations Manager
Rhodes,NSW
Summary
An experienced and results-oriented professional with a proven track record in managing Customer Service, Operations, Customer Experience and Call Centre functions. Leveraging data-driven insights to drive operational efficiency, enhance customer satisfaction, drive business growth, and optimize service delivery through strategic leadership, process improvement, and cross-functional collaboration to deliver exceptional service and ensure operational excellence. Fostering a customer-centric culture, building high-performing teams, designing customer journey maps, implementing customer feedback systems and innovative solutions to exceed customer expectation, while maintaining strong relationships with key stakeholders.
Overview
14
14
years of professional experience
6
6
years of post-secondary education
Work History
Regional Customer Service, Operations & Security Manager (East Coast)
NEXTDC
11.2023 - Current
- Manage daily operations, Customer Service and Security functions across East Coast of Australia, providing strategic leadership and delivering exceptional service.
- Lead and mentor my direct reports of 5 Team Leaders across multiple sites and 60 indirect team members.
- Work cross-functionally to identify process improvements, streamline internal workflows and optimize business efficiency.
- Report on team performance against key metrics, creating individual development programs fostering high performance teams.
- Review customer interactions ensuring internal KPI's and SLAs are exceeded when handling customer phone calls, inquiries and complaints, identifying areas for improvement to improve team performance and enhance customer satisfaction.
- Review customer experience framework implementing technological solutions providing customer-centric approach.
- Oversee budget management, financial forecasting, and cost control to ensure profitability across multi-sites.
- Manage stakeholder relationships, facilitating monthly KPI meetings, review operational performance against contractual obligations, identify areas for improvement, track and implement corrective action plans.
- Develop succession plans and workforce planning strategies ensuring 24x7 customer support coverage across all sites.
- Manage vendors relationships, encompassing creation of purchase requisitions, purchase orders, invoices and approvals, coordinate emergency support and ensure they deliver adequate support, services, and resources as per contractual requirements.
- Product owner of internal CRM systems including integration, platform development and business utilization.
- Enhanced overall security by conducting comprehensive risk assessments and implementing tailored security plans.
- Served as liaison with public officials, company negotiators and other departments to maintain big picture understanding of security needs covering all corporate assets.
- Oversaw contract negotiations, budget implementation, disciplinary reviews, training and manpower work schedules.
- Conducted thorough background checks on potential hires to maintain safe working environment for all employees.
- Optimized security programs, administrative functions, business management and inventory control by enhancing planning and allocation of resources.
- Submitted documentation for weekly payroll, managed schedules, and enforced policies.
National Customer Care Manager
Paul HARTMANN
03.2016 - 10.2023
- Led and mentored team of 4 Team Leaders and 30 indirect reports, driving operational efficiency, process improvements and optimize service delivery.
- Oversee national contact centre team ensuring customer calls are answered, managed and resolved in accordance with internal metrics such as call wait time, handle time, on-hold time, first touch resolution.
- Review customer interactions to ensure customer tickets are responded to, and managed as per internal SLA's such as first-reply time, next-reply time, periodic update and full-resolution time.
- Optimized workflows through process improvements, reducing response times without sacrificing quality standards.
- Streamlined communication channels for improved client interactions and faster issue resolution.
- Monitored metrics and developed actionable insights to improve efficiency and performance, designing comprehensive quality assurance, training, coaching, and feedback system, increasing team performance by 18%, ranking my team in top 2% when benchmarked against our competitors.
- Developed and executed customer feedback system that provided actionable insights, resulting in 21% increase in customer satisfaction scores.
- Built comprehensive and robust customer experience strategies that aligns with customer journey framework, company's overall vision and business objectives, increasing customer retention by 13%.
- Played a crucial role in meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic planning.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Introduced innovative strategies for improving customer support systems, enhancing overall customer experience.
- Applied best practices in customer service, and employee management to exceed organizational goals.
- Adapted quickly to changing business needs by revising processes for increased flexibility and scalability in service delivery.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Scheduled and attended meetings with clients and prospective clients as requested.
Customer Care Team Leader
Paul HARTMANN
05.2014 - 03.2016
- Manage & lead the Level 1 Customer Care team
- Manage team performance ensuring KPI’s & SLA targets are achieved
- Report regularly to the Customer Care Manager on team performance
- Hold regular coaching & feedback sessions to continuously improve service levels
- Respond to and manage internal & external escalations effectively ensuring prompt resolution
- Work with the Customer Care Manager to implement improvement & process initiatives
- Re-allocate team resources to accommodate workload
- Assist in cross-functional projects as required
- Work closely with Supply Chain to resolve inventory issues, backorders, product substitutions and dispatching urgent orders from interstate to accommodate customer requirements
- Work closely with Sales supporting urgent requests, providing transparency on customer related issues, driving sales revenue and improving customer satisfaction
- Conducting performance reviews with my direct reports
- High performance award x 2
- Created on-boarding process for new starters
- Successfully trained and upskilled team members
- Improved customer satisfaction.
Customer Care Consultant
Paul HARTMANN
09.2011 - 05.2013
- Processing customer orders ensuring all customer orders are processed prior to warehouse cut-off
- Achieve an order accuracy KPI of 99.9%
- Manage customer phone calls effectively providing great customer service
- Respond to and manage customer enquiries & complaints effectively within set SLA’s, providing exceptional customer service
- Support and manage internal stakeholder enquiries ensuring prompt response and efficient resolution
- Take customer orders and payment via phone
- Raise enquiries/complaints with 3PL partners to track deliveries and resolve customer complaints in a timely manner
- Coordinate urgent deliveries with 3PL account champions
- Escalate business critical issues as required
- Set up new accounts in SAP to on-board new customers
- Work with Finance to resolve invoice discrepancies and price disputes
- Process credits, returns and FOC’s (free of charge deliveries) as per internal policies and customer requirements
- Manage customer claims process
- Dispatch stock from interstate warehouses as advised by management to fulfill customer orders
- Communicate backorders and split orders to customers to manage customer expectations.
Customer Service
B.O.C
08.2010 - 08.2011
- Processing orders obtained through emails, faxes and phone calls
- Handling customer inquiries
- Handling customer complaints
- Over-the-phone problem solving of customer inquiries and disputes
- General administration, filing and data entry
- Creating new accounts for private customers
- Sole responsibility for opening and handling government-funded accounts throughout Western Australia, South Australia and Northern Territory
- Sole responsibility for opening and handling Department of Veteran Affairs accounts and inquiries
- Responding to general inquiries via emails
- Creating and processing quotes for internal and external BOC stakeholders and members
- Liaising with dispatch teams throughout Australia to organise timely delivery of BOC products
- Liaising with field officers regarding new account opening and education sessions to be provided in rural areas of Australia
- Liaising with external couriers for product delivery
- Handling overflow of accounts calls concerning invoice disputes and credit limits
- Working towards monthly personal, team and centre targets to attain bonuses
- Organising internal transport orders of stock to BOC stores throughout Australia
- Arranging stock counts of BOC stores throughout Australia
- Creating and updating client information on database
- Providing over-the-phone education on product use for new and existing customers.
Education
High School Diploma -
Bossley Park
Bossley Park 01.2000 - 12.2005
Skills
Contact Centre Management
Continuous Improvement
Operations Management
Staff Leadership
Analytical Skills
Risk Reduction
Problem-solving aptitude
Staff Performance Assessments
Problem Identification
Teamwork and Collaboration
Compliance Management
Professionaloverview
I am a professional Customer Service & Operations Manager with over 10 years’ experience leading large national and offshore teams across multiple sites. I am a well-rounded leader who has proven success improving service levels, developing uplift and training frameworks to achieve business goals, builds strong relationships with stakeholders at all levels and extensive project management experience working autonomously, cross-functionally and with global partners to achieve project outcomes. I invest strongly in my team ensuring they feel supported, motivated, continuously developed and drive operational excellence and process improvement initiatives ensuring we provide our clients with an exceptional customer experience.
References
Available upon request
Timeline
Regional Customer Service, Operations & Security Manager (East Coast)
NEXTDC
11.2023 - Current
National Customer Care Manager
Paul HARTMANN
03.2016 - 10.2023
Customer Care Team Leader
Paul HARTMANN
05.2014 - 03.2016
Customer Care Consultant
Paul HARTMANN
09.2011 - 05.2013
Customer Service
B.O.C
08.2010 - 08.2011
High School Diploma -
Bossley Park
01.2000 - 12.2005
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