Assistant Manager( Customer Service)


I am a dynamic, experienced and hardworking individual with the ability to resolve problems and work in a team environment. Also with a quality of quick learning and adaptability.
I have a 10+ years experience in Customer Service (Voice and Non voice) as a Customer Care Executive, Subject Matter Expert, Assistant Manager. I have worked with IBM, Concentrix India Pvt LTD.
Name                         Birender Singh Negi
Profession                 Assistant Manager (Amazon Seller Support                                                        Customer Care Associate, Subject Matter                                                            Expert (Amazon), Back office Associate                                                               (Insurance IBM)
Experience                10+ years of experience in Customer Service
Salary Expected        5000-8000 AED
Location                     Sharjah, UAE
Notice                         Immediately Available
Visa                            Visit Visa (3 months)
Phone                        +971588073371



Last Resume Update February 17, 2021
Address Al Nahda, Sharjah, United Arab Emirates
Phone Number +971588073371


Assistant Manager (Customer Service)
Oct 2005 - Mar 2020
• Working with a team of 20 Associate.
o Meet and exceed SLA targets
· Developing the team members by providing necessary support to enable them for BEST Performance
• Work closely with the team to ensure timely feedback is provided
· Create good engagement levels with team members and reduce attrition numbers
· Work as a Single point of contact for all non-operations departments and identify, evaluate & coordinate operational, Admin, IT and HR issues
· Understanding Metrics & Driving Improvement for the same
· Ensure leaves for the team are planned so that productivity is not affected.
• Responsible for maintaining AHT/Hold/PRR and other performance metrics for the process.
• Scheduling Team huddles, calibrations and attending client calls related to products.
• Cascading updates within the team.
• Working on process improvement projects to control call drops and high hold time and AHT.
• Finally accountable for adherence to SLA’s, compliance & Audits.
• Driving entire floor operations & managing escalated issues to ensure conformance with SLA’s.
• Monitoring process operations to map team performance and reporting to the account manager in structured format.
• Ensuring completion of assignment as per schedule provided by the project manager.
• Maintaining regular coordination with Client through email and phone to update him on project status and earn his continued confidence and satisfaction.
• Ensuring observance if quality standards with constant monitoring. Identifying and resolving quality gaps with prompt intervention.
• Implementing Continuous Improvement initiatives and containing attrition rate within acceptable limits.
• Conducting Training sessions for new recruits to groom them with needed functional skills.


Apr 2001 - Apr 2004

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