Ritesh Singh
North Melbourne,VIC
Summary
Offering 14 +years of commendable experience in: Customer Service Management / Operation Management/ Delivering sustained organizational growth in dynamic environments/ Establishing structure, building employee value, driving vision and achieving critical strategic goals.
Prioritizes organizational expansion objectives and customer service quality. Identifies and capitalizes on sales opportunities to generate lasting relationships with clients. Adept communicator of product and service utilities with adaptive messaging techniques.
Overview
17
17
years of professional experience
Work History
Customer Solutions Specialist, Operations
RED ENERGY (Electricity & Gas)
East Richmond, Victoria
09.2022 - Current
- Managed customer calls to address service issues and updates, resolving 95% of inquiries on the first call.
- Escalated unresolved concerns to the appropriate departments, ensuring 98% were resolved within agreed timeframes.
- Conducted follow-up calls, providing timely updates and solutions, achieving a 90% customer satisfaction rate (CSAT).
- Maintained high service standards, consistently meeting or exceeding area goals for service levels and response times.
- Met Service Level Agreements (SLAs) with 99% compliance, addressing all customer concerns within the required timeframe.
- Identified process challenges, implementing mitigation plans that reduced negative impact by 15%.
- Monitored key performance metrics, achieving 95% in call handling, 90% in service levels, and consistently improving resolution times.
- Focused on KPIs such as ACW (Average Call Work Time) and AHT (Average Handle Time), meeting performance targets for 85% of calls.
Reservation Team Manager, Operations
Advance Car Rental
North Melbourne, Victoria
01.2021 - 06.2022
- Develop and monitor the annual business plan to ensure profitability, targeting a 10% revenue increase and a 5% reduction in operational costs. Conduct quarterly financial reviews and adjust forecasts to achieve a net profit margin of 15% by year-end.
- Strengthen relationships with key corporate clients to increase retention by 15% and grow business with existing clients by 20%. Track client satisfaction and resolve issues promptly, targeting an average satisfaction score of 8/10.
- Manage all reservations and pick-up operations to ensure 90% of bookings are confirmed within 24 hours, improve route optimization for drivers, and reduce missed or delayed pick-ups by 10%.
- Lead a team of agents and drivers, setting clear performance targets and providing training to improve productivity by 15% and reduce turnover by 10%.
- Conduct regular performance reviews and implement incentive programs.
Ensure full compliance with industry regulations and service standards. - Implement quality control measures to reduce customer complaints by 20% and improve operational efficiency by 12%.
Sr. Service Executive, Operations (Finance & Insurance Claims)
MC Holdings Limited
Epping, Victoria
05.2020 - 12.2020
- Achieved sales goals by securing and cultivating over 50 new customer relationships, leading to a 15% increase in overall sales revenue within the first quarter.
- Demonstrated products to potential customers, highlighting benefits and advantages, resulting in a 20% increase in conversion rates and a 30% growth in repeat business.
- Increased profit margins by 15% through effective management of budget and overhead, optimizing product turns, and streamlining inventory processes.
- Led product training and demonstrations that increased consumer awareness by 25%, while driving a 10% year-over-year growth in brand recognition and customer engagement.
- Exceeded sales quotas consistently, surpassing targets by 120% through a combination of strategic sales planning, targeted outreach, and strong relationship-building with key accounts, resulting in a 20% increase in profitability.
Service Executive, Operations (Finance & Insurance Claims)
Peter Stevens Motorcycles
Ringwood, Victoria
05.2019 - 05.2020
- Described product and service details to customers, boosting upsell opportunities by 15% and improving customer satisfaction scores by 10%.
- Resolved billing errors by identifying root causes and reducing billing-related complaints by 20%, while improving resolution time by 30%.
- Handled 50+ inquiries daily via phone, email, and chat, achieving 95% accuracy and a 98% customer satisfaction rate.
- Identified service trends and implemented improvements, reducing recurring issues by 10% and increasing overall efficiency.
- Escalated critical issues to supervisors, preventing $50,000+ in lost revenue and reducing policy cancellations by 12%.
Manager, Operations
Royal Enfield
Chennai, India
09.2014 - 02.2019
- Successfully transitioned new business, designing end-to-end process flows and reporting systems, ensuring a flawless Go-Live with zero operational loopholes.
- Capacity planning based on volume forecasts, handle time, and seat utilization, optimizing resources to meet projected demand and improving operational efficiency by 15%.
- Coordinated recruitment efforts by designing MSRs and working with the recruitment team, leading to the hiring of 20+ employees with the required skill sets, reducing turnover by 10%.
- Led infrastructure and technology setup, collaborating with admin and IT teams to ensure seamless integration, achieving 100% system readiness by Go-Live date.
- Developed and implemented KPIs, ensuring alignment with client goals and driving 15% improvement in SLA compliance and 20% boost in team productivity.
- Conducted RCA on missed metrics, identifying areas for improvement and leading training and coaching initiatives, resulting in a 12% increase in team performance.
- Fostered strong client relationships, managing operational performance reviews and strategic planning, contributing to 90% client satisfaction and a 5% increase in client retention.
Team Manager, Operations
Tata Tele Services LTD.
Lucknow, India
12.2013 - 08.2014
- Managing 2 outbound sales and 1 Lead Generation processes for the center viz: -Railway East Zone, TCS North, Wireless broadband process (BPO) etc
- Ensure team spirit and motivate individuals to perform and excel
- Allocating targets to individual teams as per daily/weekly revenue targets
- Planning OJT's as per client updates on process without impacting productivity
- Conducting skip levels to understand areas of improvement
- Providing/Arranging the product, process training/updates to the team leads
- Planning and cascading spot & monthly incentive plans
- Planning SU to improve efficiency & maximize PAT through it
- Staffing & shift schedule planning to ensure complete shift coverage
- Forecasting the proposed revenue generation and actual revenue banked for the month
- Assisting other departments (HR, Admin, and Technology) to function in a cost-effective environment.
Team Leader, Sales Operations
Comexcell Technologies - Dell FOODDS (Franchise of Dell Direct Store)
Lucknow, India
06.2009 - 11.2013
- Understanding the organization's priorities, strengths and weakness and give strategic directions
- Evaluation of employees on their core competency & performance metrics & validate it for payout post sharing the feedback with employees
- Create skill repository to identify individual area of interest and potential, with the aim of further development
- Handling OJT batch (0-3 months) coaching them & training them to understand the process better & curb down the errors
- Discussing with the team the recent updates of process and services and impact of it on the customer
- Conducting team huddle on various KPI's internal and external
- Maintaining the data and reports of the team members, ensuring everyone is aware of current standing
- Monitoring the calls and providing appropriate feedback 1 on 1 to the team members.
Executive, Customer Support
IBM Daksh
Gurgaon, India
11.2007 - 05.2009
- Joined IBM Daksh outsource business provider as Customer support executive in 2007, for Citi Bank Process, US & Canada
- Handling Citi bank credit dispute for US and Canadian customers
- To ensure that the CSAT and other targets are met
- Accessing the fraud and charging the amount from Customer / Merchant account
- Closing the services of credit cards if required to avoid frauds in case of lost and stolen
- Take prompt, sound and independent decisions while resolving customer issues & ensure no escalate calls.
Education
Master of Business Administrations (MBA) -
Wisdom School of Management
India06.2010
Bachelor of Commerce (B.Com.) -
Kanpur University
India06.2007
Skills
- Customer service management
- People Engagement
- Value added Business Delivery
- Operations management
- Service Delivery & Operations Management
- Client Management
- Business Analytics & Reviews
- Learning/Training and Development
- Program Re-Engineering
- MIS Reports & Dashboard
- Cost Optimization
- Transition Management
- Insurance Claims & protection plans
- Process & Performance Optimization
- Quality Assurance & Sales
Timeline
Customer Solutions Specialist, Operations
RED ENERGY (Electricity & Gas)
09.2022 - Current
Reservation Team Manager, Operations
Advance Car Rental
01.2021 - 06.2022
Sr. Service Executive, Operations (Finance & Insurance Claims)
MC Holdings Limited
05.2020 - 12.2020
Service Executive, Operations (Finance & Insurance Claims)
Peter Stevens Motorcycles
05.2019 - 05.2020
Manager, Operations
Royal Enfield
09.2014 - 02.2019
Team Manager, Operations
Tata Tele Services LTD.
12.2013 - 08.2014
Team Leader, Sales Operations
Comexcell Technologies - Dell FOODDS (Franchise of Dell Direct Store)
06.2009 - 11.2013
Executive, Customer Support
IBM Daksh
11.2007 - 05.2009
Master of Business Administrations (MBA) -
Wisdom School of Management
Bachelor of Commerce (B.Com.) -
Kanpur University