1. OBJECTIVE:
To make an entry at a position into an organization of repute caring for job
satisfaction & offering ample opportunity for growth & serve as an invaluable
asset for organization, where I can utilize my skills & experience.
PROFESSIONAL EXPERIENCE:
Kochar Infotech Pvt. Ltd. (May’09 – 07oct 2011)
Technical Support Executive Operations – Airtel
KEY RESPONSIBILITIES:
• Handled Repeat, FCR & Retention Team as a Buddy TL.
• Give Training for Retention, Repeat & Resolution.
• Fulfill the requirements of client.
• Administratively manage a team of TSE and monitor their performance.
• Motivate and recognize them through implementation of the company R & R
programs.
• Achieve KPIs and Productivity targets
• Analyze Call Trends and Call Types to identify the root causes and improve
First Time Resolution.
• Monitor and maintain Quality Standards in all Customer Interactions.
• Improve Quality of Service and increase Customer Delight.
• Maintaining MIS of the team and queue.
• Audit Calls and identify the training requirements of each Team Member.
Personality Traits :
• Teamwork skills
• Professionalism and work ethic
• Leadership and management
• Interpersonal abilities
• Adaptability
• Proactive
KOMALPREET SINGH
Mobil e Nu mber – +91- 902361 6034
E- M a il – KO M ALPRE E T.SING H35@YAHO O .CO M

2. • Good Listener
IBM GLOBAL PROCESS SERVICES -------- (oct’11—Sept’14)
Process: Make My Trip
Working as an Acting Team Leader
Reporting to Assistant Manager
Travel Expert Good Knowledge in Amadeus.
Handle Post sales of International Flights of all Airlines including Ticketing and
Schedule Change.
Key Responsibility:
Assigning Work to agents Skill Wise.
Handle Queue of e-mail, Chat, calls and Web Leads.
Maintain Performance Data and share with team and work on Their
improvement.
Handling client escalation and prepare RCA.
Liaising with clients for updates.
Prepare Monthly/Daily performance data and represents to clients in MBR &
WBR.
Achieve KPIs and Productivity targets.
Maintain Service Level, Queues Clearance and Monthly KPI.
Liasing with airlines for alternate arrangement of Schedule change flights.
WNS Business Consulting Service PVT. LTD.--------------(Sept’14 – Mar’15)
Process: Thomas Cook
Working as an Assistant Manager
Reporting to Group Manager
Travel Expert Good Knowledge in Amadeus, Ticketing and International Holiday
Packages.
Key Responsibility:
Achieving goal of organization and clients.
Maintain Performance Data and share with team.
Manage all the daily task and client escalation effectively.
Liaising with clients with new ideas to improve Business.
Makes monthly review of the performance of the employees and work on their
improvement.
Make proper utilization of resources and also control cost.
Share Monthly/Daily performance and clearance to clients.
Represent Monthly and Weekly Business Review to clients.
Driving Sales in team.
Achieve KPIs and Productivity targets and work as team Player.
Recognize new talent in team and arrange awards for good performers.

3. Motivate Agents to complete Sales Target.
Maintain Service Level, Pendency and Monthly KPI.
Handle Both Queue Inbound and Outbound Includes e-mail, Chat, calls and Web Leads.
Understand Team Loop Holes by taking One to One and Team Meetings and work on
Their Improvement.
WNS Global Service PVT. LTD.--------------(April’15 – till Present)
Process : Virgin Atlantic
Working as an Assistant Manager
Reporting to Deputy Manager
Good Knowledge in Ticketing Reservation, Excess Baggage, Advanced Seat Assignment.
Fare filing.
Good Knowledge of UK International Flights and Routes.
Good Knowledge in Babel, Vega and Citrix and Aspects.
Key Responsibility:
Allocate Work to agents Skill Wise.
Maintain Performance Data and share with team.
Prepare Monthly/Daily performance data and share to clients.
Represent Monthly and Weekly Business Review to clients.
Achieve KPIs and Productivity targets.
Motivate Agents to achieve their Productivity Targets.
Maintain Daily task and client escalation effectively.
Handle Both Queue Inbound and Outbound Including e-mail, calls and Web Leads.
Handle 32 Different Threads Including Reissuance, Excess baggage, Schedule change
and advances seat assignment of all UK Routes International Flights.
Conducting Brainwave Session among team for Process Improvement.
Work and Improve retention, Shrinkage and occupation of process.
Introduce new projects and share with clients for FTE’s reduction and Increase Man
power utilization.
Proficient in developing and maintaining projects and ensured compliance of all
timelines and within budget.
Monitored all programs, identified potential risks and designed necessary mitigation
plans accordingly.
QUALIFICATION:
• 10th
from PSEB. Board
10+2 from PSEB. Board
BSC-IT from Punjab Technical University
MCA From Punjab Technical University
B.P.O Professional Course from Smart Talk

4. COMPUTER LITERACY:
• Microsoft office,EXCEL 2003 & EXCEL 2007, SQL 2005, Visual Basic
,Internet, Java.
• Good Working knowledge in Software’s like Amadeus, CISCO, DRISHTI Citrix
and Babel.
Personal information
• Date of Birth : 23th
-sep-1990
• Father’s Name : S. Jasbir Singh
• Address : H.no:320-A, street no.1,Judge Nagar ,near
joda Phatak, Amritsar.
• Language Known : : English,Hindi,Punjabi.
• Hobbies: : listening to music, playing cricket.
(Komalpreet Singh)