Vikram Kumar Singh

Background

About Vikram Kumar Singh

Achievement oriented professional with over 20 years of extensive experience in BPO Operations, Service Delivery, PnL Accountability, Presales & Solutions; targeting assignments in Operations Management and Customer Relationship Management with an organization of repute in BPO industry. Incisive acumen in applying broad understanding of the client business and key metrics to enhance effectiveness of Contact Center Operations Delivery and Contact Center Transformation; ensuring strict adherence to SLA delivery and meeting all client defined and internal organization defined SLAs. Transforming Contact Center landscape, applying new age Technology platforms with integration of Smart Advisor and Digital Channels. Recent exposure of Presales & Solutioning –In the last 1.5 year have worked on various RFQs, RFIs & RFPs and end to end responsibility to Bid Management, Sales Enablement, Business Strategy and Research, Project Management and Solution Consulting. New business growth and revenue growth from Existing and New growths; with expertise in Client engagements & Account management, business P&L, site administration Service Delivery expert; skilled in maintaining strong customer relationships and augmenting services levels to maintain customer satisfaction Experienced professional; managing projects, fixing reliability issues, tracking service metrics, managing budgets and leading the service delivery team Experience in defining service standards / guidelines that serve as benchmark for excellent service delivery as per global standards & SLAs; analysing data for continuous improvement in delivery and improving customer satisfaction based on data Skilled on creating Solutioning and Pricing for new Sales businesses Skilled in monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level Proficient in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while defining to the SLAs and work processes and thus managing cost-effective operations Exposure of managing Global Travel and Transportation solutions – Air and Hotel Services CX Services Expertise in conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines High integrity & energetic leader with proven skills in quality assurance and product development to deliver quality services to clients / customers