1. Curriculum-Vitae
Saurav Singh
Mobile: +919015207917 & +917791057917
E-mail: 1986saurav.singh@gmail.com
CAREER OBJECTIVE
To Scale New Heights of Success with hard work and dedication and leave a mark of excellence on every steps and
to work for assignments which involve analytical capabilities and professional growth.
PROFESSIONAL PROFILE
Job 3: Insight Customer Call Solutions Ltd. Oct’15 – Till date
Process : DISH TV & VD2H. Sub-Process: Frontend Training & Quality
Designation : Training & Quality Lead Period of Service: Oct’15 – Till Date
Key Responsibilities
• Working as Training & Quality Lead
• Handling team of 10 Q.A’s & 8 Trainers
• Working with D2H campaign
• Conducting Internal & External Call Calibration
• Maintaining Client Relationships
• Preparing dashboards (Internal & External) for Quality & Training
• Presenting Reviews Internal & External (MBR & QBR)
• Launched Projects to maintain the process gaps
• Initiated Process Improvement Plans
• Performing Auditors Audit to curb gaps
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Job 2: Vertex Customer solution LTD. Jan’ 13 – Apr’15
Process : Idea Cellular Ltd. Sub-Process : Frontend Training
Designation : Team leader (Training & Quality) Period of Service: Jan ’13 – Apr’15
Key Responsibilities
• Responsible for conducting New Hired Batches, Floor Refreshers
• Preparing and maintaining daily reports regarding trainings
• Publish training dashboard report on daily bases
• Publish certification program reports on monthly bases
• ID creation reports publish for every new batch’s to client team
• Review data preparing for WBR, MBR, and QBR.
• PPT preparing for training programs
• Responsible for Batch Throughputs by maintaining low attritions
• Arrange Capsule training and Re-Joining training programs as per the Operational requirement
• Responsible for conducting On Floor Refreshers (TNI) for Bottom Quartile agents maintaining high Post efficacies
• Responsible for effective training deliveries and improvements in all set targets Responsible for On Time
• Sharing training dashboard report (Dish TV) with internal team
• Sharing raj. batch’s certification program with internal team
• Sharing idea raj. Process Pspkt (Quiz) score report with internal team
• Sharing trainer (Self) Login HRS details on weekly basis.
• Deliveries of the batches as per the Operational requirement
• Managing Team Calibrations and reviews on various reports and daily updates on weekly basis
• Identifying training and development needs within organization.
• Helping line managers and trainers to solve specific training problems, either on a one-to-one basis or in groups.
Train instructors and supervisors in techniques and skills for training and dealing with employee
Job 1: Spanco Ltd. Feb’ 09 – Apr’13
Process : Reliance Sub-Process : Frontend Training
Designation : Team Leader & Training Period of Service: Aug’11 –
Sep 12
Key Responsibilities
• Responsible for conducting New Hired Batches, Floor Refreshers.
• Preparing and maintaining daily reports regarding trainings

2. • Responsible for Batch Throughputs by maintaining low attritions
• Arrange Capsule training and Re-Joining training programs as per the Operational requirement
• Responsible for conducting On Floor Refreshers (TNI) for Bottom Quartile agents maintaining high Post efficacies
• Responsible for effective training deliveries and improvements in all set targets Responsible for On Time
• Sharing training dashboard report (Raj Circle) with internal team
• Sharing raj. batch’s certification program with internal team
• Sharing idea raj. Process PKT (Quiz) score report with internal team
• Sharing trainer (Self) Login HRS details on weekly basis.
• Deliveries of the batches as per the Operational requirement
• Managing Team Calibrations and reviews on various reports and daily updates on weekly basis
• Identifying training and development needs within organization.
• Helping line managers and trainers to solve specific training problems, either on a one-to-one basis or in groups.
• Train instructors and supervisors in techniques and skills for training and dealing with employees.
___________________________________________________________________________________
Process : Reliance Sub-Process : Frontend
Operations
Designation : Team Leader Period of Service: Feb’09 – Aug’11
Key Responsibilities
• Maintaining On hook events count report on daily basis.
• Sharing internal call transfer tracker with internal & external team on daily basis.
• Sharing call disconnection tracker with internal & external team.
• Maintaining Audit observation & feedback report.
• Ensure the SL% & abandoned % to be as per the target.
• Tracking on the average handling time (AHT).
• One -O-One session conducted with team agents to control the attrition and shrinkage.
• Sharing previous day performance with team & supervisor on daily basis.
• Sharing ICF score & feedback with the team on daily basis.
• Sharing Internal & External fatal feedback & score report.
• Sharing the tagging contribution reports on daily basis with internal team and Clint team.
• Sharing the customer VOC reports on daily basis with internal team and Clint team.
• Sharing the Application down time reports on daily basis with internal IT team and Clint team.
Appreciation & Rewards
• Rewarded as “Star Performer of month” for March 2010
• Received appreciation certificate for the month of April 2010 for committed effort of mentoring on floor
• Received appreciation certificate for the month of May 2010 for committed effort of mentoring on floor
• Received appreciation certificate for the month of September 2010 for committed effort of mentoring on floor
• Received Certificate of Appreciation from Client (Idea) for reorganization as Significant Contributor in March
2014
Highlights
• Got promoted as (SME) case specialist from CCE through IJP process
Key Responsibilities
• Handling all types of queries & complaints of dealers of idea of Rajasthan circle regarding balance recharge,
deduction & providing resolutions of same
• Forwarding requests/complaints of dealers to various concerned departments for wrong balance recharge,
service activation/ deactivation & issues resolution
• All kind off reports publish to internal team (Login HRS reports, ICF reports , UC % reports , Agents productive
reports)
Appreciation & Rewards
• Best Agent award for June 09
• Received appreciation letter for Loyalty for period of Mar 09- Dec 09
EDUCATIONAL CREDENTIAL
• Graduate in Humanities from Agra University
• Matriculation from Up Board
• Intermediate from Up Board
COMPUTER PROFICIENCY

3. • Well-versed Knowledge in: MS Office Suit (MS Excel, MS Word, MS Access, MS PowerPoint)
• Well-versed Knowledge in: Citrix Metasolv (Telecomm-Provisioning software), CRM (Customer relationship
management software), I Care, Crystal,
PERSONAL INFORMATION
Date of Birth 16th
Aug 1986
Values Discipline, Honesty and Respect
Saurav Singh