Gurdev Singh

About Gurdev Singh

I possess significant experience in Customer Service Management, leading the Royal Enfield Support team ( customer support for India and Global markets ) a team focused on providing exceptional customer service through various communication channels i.e. Voce, Non- Voice and Social / Digital.Being passionate about customer experience, I am always enthusiastic about embracing innovation and automation with human intelligence, creating balance between human and tech capabilities to deliver exceptional customer experience.My role involves developing and executing customer centric strategies to enhance Customer Satisfaction, Process Improvement, Optimize Efficiency and Quality. This includes analyzing customer feedback to get data driven insights, collaborating with cross functional teams and implementing customer centric initiatives.I oversee Hiring, Training, performance monitoring, quality assurance and implementing continuous improvement initiatives and projects to ensure the customer support team is fully empowered.Professional Expertise: Customer Satisfaction, Customer Experience Management, Customer Service Operations, Digital - Social CRM, Contact Center Operations, Planning, Transition Expert. Business Intelligence and Analytic. Service Recovery – Complaint Management. Service Excellence - Training and Quality. Partner Management, Vendor relations, External Audits.

Experience

1. Global Crm - Lead - Global Customer Support (India & Global Markets) & Automation

   Royal Enfield

   Dec 2016 — Present · IN

   Lead - Global Customer Support & Automation.Leads contact center operations for India & Global markets. Building Customer Communication Platforms through Automations –Voice Automation Call Tracking solution, Intelligent IVR, Voice Bot. AI - Speech Analytics, WhatsApp Chat Bot, CRM Projects - C-SAT & NPS.Leading Customer Support Operations for the following geographies - India | South East Asia - Thailand, Indonesia and Vietnam | LATAM - US, Brazil | UK & Europe- Implemented MSD - Microsoft Dynamics - Customer Complaint Management Module for India and Global Markets for Query, Complaints and Lead Management.CSAT implementation for Multiple Touch Points- CSAT - Enhancing Customer Satisfaction, led 25 Points increase in C-SAT scores for Contact Center- CSAT implementation and measurement for various touch points of customer journey during Pre Sales & After Sales like Motorcycle Test Ride, Booking, Delivery and Service- VOC analysis of CSAT feedback for actionable insights.Automation and Tech Enablement - Chat Bot, WhatsApp Chat Bot, Speech Analytics, Virtual Assistant, Training Bot- Leading system development for enhancing CX - Power BI - Reports & Dashboard Automation.Rolled Out Road Side Assistance program for following International Markets - ASEAN - Thailand / Indonesia / Vietnam and Europe & UK.

Education

• MBA - Symbiosis Pune

  Master of Business Administration (M.B.A.), CRM - Customer Relationship Management

  2010 — 2012

Skills

• Customer Experience
• Sla
• Process Improvement
• Management
• Business Intelligence
• Vendor Management
• Contact Center Management
• Vas
• Service Delivery
• Business Analysis
• Crm
• Telecommunications
• Contact Centers