Resume Employee

Gagandeep Singh *****

Mobile: Show contacts Email: ******************

Citizenship: India Temporary Residence/Work Permit: Ukraine

Present Location: Ukraine

Professional Synopsys

A dynamic professional with almost 20 years of rich experience:



20 years’ enriching experience in Operations, B2B, Quality and
transition of business processes for leading BPO(Contact centres)



Ensured excellent client service delivery, sustained operational
capacities for managing complex telecom, Technology, Banking and
Insurance processes



Experienced in developing and managing client relationship, designing
training module, conducting training, change management.



Building and managing large teams, process operations management,
risk management, process excellence and quality improvement.



Interviews all potential employees, scheduled staffs, evaluates
performance and makes recommendations for promotions.



Ability to produce innovative and effective executive summaries
accounts analysis and MIS



Meeting tight deadlines, work under dynamic / fast environment,
together with my meticulous attitude and creative problem solving
abilities have contributed to my success.



Excellent written and spoken English (Advance level)

Professional Experience

Manager Operations
Tech Mahindra Pvt Ltd (India)

Dec 2019 – Sep 2020
Core responsibilities

 Managing team of 700 employees across 2 sites (Noida and Hyderabad

India) to deliver customer service to Vodafone Qatar customers

 Representing the organization in all client reviews and meetings on a

weekly/monthly/quarterly basis

 Planning and taking crucial decisions for improvement of service

delivery to the esteemed customers

 Working together with different departments of the organization for

smooth delivery of the service

 Responsible for maintaining service levels and key Customer

satisfaction matrices

 Collaborating with operations and quality teams to draw action plans 

to deliver service excellence 

 Collaborating with clients for new plans, changes or suggestions and 

reporting out the outcomes at regular intervals 

Manager Operations 
Accenture Service India Pvt Ltd (India) 
August 2017 – June 2019 
Business: Provide troubleshooting support on Google platforms on Search, 
Shopping, Display and Mobile to Google Account managers and end client. 
Responsible for investigating the issue client is facing in advertising on various 
Adwords platform. 
Core responsibilities 

 Responsible for overall client driven metrics like CSAT, Quality, 

Timeliness, Productivity 

 Representing the organization in all client reviews and meetings on a 

weekly/monthly/quarterly basis 

 Drawing glidepaths with in depth analysis and action plans to achieve 

targets for metrics in red and presenting the same to the client 

 Reporting out the progress of the action plan being deployed along 

with the goodness achieved with comparison of before and after

 Suggesting client with efficiency ideas by bringing in automation to 

improve client and organization profits 

 Liaison with the training team to make sure all training for new 

batches are on track and report to the client for any unforeseen delays 

 Share regular reports (Highlighting Trends) on Operations and Quality 

on Key drivers, metrics and operational processes along with the areas 
of control with the stakeholders 

 Mapping client’s requirement, identifying improvement areas & 

implementing measures to maximize customer satisfaction levels 

 Proactively conducting the Head Count Requirement and future 

projections as per the volume predictions provided by the client 
quarterly basis. Recruiting through internal job posting and external 
hiring for the required staff 

 Imparting Training Session on multiple areas to enhance the skills and 

competencies for the staff. Sessions are taken up on Time 
Management, Team Building, and motivational session, Rewards and 
Recognition and Building for Success.

 Making sure there is complete calibrations between the client quality 

requirement and internal QAs 

Team Management 

 Managing team functions viz. manpower planning, recruitment & 

selection, performance appraisal, developing the staff for increasing 
their efficiency at work. 

 Leading, mentoring & monitoring the performance of team members 

to ensure efficiency in process operations and meeting of individual & 
group targets. 

Sr. Manager Operations and Quality 
RubryxCompuserve Pvt Ltd (India) 
Feb 2017 – July 2017
 

 

Responsible for overall Quality and Operations Process Compliance of all 
processes. 

 

Conduct regular service reviews; manage and audit Service Provider 
performance and productivity relative to Service Level Agreements on 
weekly basis. 

 

Assess and gauge operational program quality, process adherence, Identify 
operational Improvement areas and draft program level action plans based 
on data generated by Quality teams utilizing various analytical tools. 

 

Developing policies for new process and programs. Creating Process 
Documents and reviewing the same to ensure customer satisfaction on 
services offered are in place. 

 

Developing strategies and continual improvement plans to enhance 
operational efficiency of the process and reducing variation within the 
program and ensuring customer satisfaction is increased on the usage of 
the products and services offered. 

 

Transaction Quality Assurance assists operations in providing compliant 
approach to provide customer satisfaction by regular audits and feedback 
to help the front-line agents to provide exceptional service to the 
customer. 

 

Work closely with the team to plan and implement after-sales services to 
follow up customer satisfaction. This is done to ensure the NPS rating is 
satisfactory and increasing the Promoters for the Business. Customers 
Survey Feedback is analysed to implement changes in the existing process 
and highlighting the same across operations to enhance customer 
recommendation of our products and services. 

 

Ensure multiple occurrences of calibrations on Transaction Monitoring 
within Quality and with Operations\Training teams. 

 

Formulate Sampling required for a healthy Confidence Level on the 
Monitoring Trend and amend. 

 

Analyse results of evaluations done by Quality team to identify training 
needs and developing action plans. Liaison with Operations and Training 
departments to ensure implementation of Action Plans and training needs. 
 

iYogi Technical Services, Gurgaon 

 

Assistant Manager Quality – Mar’11 – Jul’14 

 

Manager Quality – Aug’14 – Oct’16 

 
Convergys India Services Pvt Ltd., Gurgaon 

 Technical Support Executive – Jan’03 – Oct’03 
 Offline Support Representative – Nov’03 – Nov’04 
 Floor Technical Leader – Dec’04- Mar’09 
 Floor Controller – Aug’06 – Mar’09 
 Team Leader – Apr’09 – Mar’10 
 Sr. Team Leader – Apr’10 – Feb’11 

Ebony Retail holding Pvt Ltd: 

Marketing Executive Jan’01 – Jan’03 

 
Project’s Handled/Participated

 iYogi Outflow Reduction Project  

 Reduced the Outflow to 10.90% in a span of 4 months by 

incorporating DMAIC methodology to eliminate root 
causes influencing high outflow. 

 Annual Impact in Million $0.6 

Technical Proficiency: 

 

Microsoft Trained Desktop Technician for Windows 98, Windows Me, 
and Windows XP. 

 

Worked as Tech Lead for Microsoft Desktop Support. 

 

Proficient in MS Office (Word, Excel, Power Point presentation) 

Educational Qualifications: 

 Matriculation – ICSE Board – 10

th

Standard –Frank Anthony Public 

School New Delhi - 1992 

 Higher Secondary – 10+2 – ICS Board – Frank Anthony Public School 

New Delhi - 1995. 

 B Com (Pass), Delhi University - 1998 
 GNIIT Diploma, NIIT New Delhi - 1998 
 Six Sigma Black Belt Certified -2016