Managing a 48 FTE inbound sales and 12 FTE outbound operation dealing with over 10 main products, strategic planning, creating operational efficiencies, liaison between marketing, work force management, HR and other internal departments, coaching and developing team managers.

1. CV: Jai Singh
CONTACT/ PERSONAL DETAILS
Personal Statement
During the last 12 years in the contact centre industry, I have developed a passion and understanding of
people and processes. My current and past experiences in different industries have given me the skills to
effectively manage and motivate a team to succeed.
I focus on people development and have high expectations for myself and therefore am constantly
developing my skills and knowledge to ensure I am able to produce the best results. I strive under
pressure, challenges keep me motivated and in turn this allows me to produce the best possible
outcomes for not only myself but for my employer.
STRENGTHS
 Strong Leadership, problem solving & Decision making  Internal and external customer focus
 Sound understanding of call centre fundamentals  Motivational and Developmental skills
 Strong communication and interpersonal skills  Strategic and result oriented thinking
 Change management skills  Sales focused
 Analytical  Adaptability
 iiNet Limited – June 2007 – Current.
 TeleTech NZ Ltd – October 2003 – June 2007. – Telecom Helpdesk
 Dabur India limited – June 1997 to August 2003 - FMCG
DETAILED EXPERINECE AT: iiNet Limited
Oct 2012 – Current – Senior Customer Service Manager
June 2007 – Sept 2012 – Customer Service Manager
Key responsibilities include: Managing a 48 FTE inbound sales and 12 FTE outbound operation dealing
with over 10 main products, strategic planning, creating operational efficiencies, liaison between
marketing, work force management, HR and other internal departments, coaching and developing team
managers.
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EMPLOYMENT HISTORY; SUMMARY (2002 - Current 2006)

2. Key Responsibilities:
 Co-ordinate necessary activities to meet operational requirements
o Adherence, Attendance, leave, credits, escalations
 Focus on customer experience.
 Providing operational expertise to drive efficiencies and performance improvement.
 Participate and initiate business improvement initiatives.
 Plan coaching and development plans for staff and its implementation.
 Identify emerging leaders and undertake an active programme of coaching and mentoring.
 Provide leadership/ advice and direction to Managers.
 Ensure knowledge is shared between staff.
 Identify opportunities for improvement in systems and processes and propose solutions.
Key Achievements:
 Focused on staff development to ensure succession planning. All of the current managers in sales
are from within.
 Step in as Acting Contact Centre manager managing 13 managers and their teams when my
administrative Manager is away
 Established the sales teams in Auckland. Created a sales culture and a learning environment.
Worked with human resources to establish sales recruitment process. My group was the only
group in VCC to exceed all targets.
 Kept the staff focus on awesome customer experience. Group Net Promoter Score (NPS) for past
6 months exceed 60%.
 Created effective sales engagement pattern to ensure pleasant and effective customer
experience.
 Established the business team exclusively to focus on small to medium size business. The team
was responsible for sales and technical support to the businesses.
 Improved processes around email communication and email templates to ensure all
communication is consistent and professional
 Lead and managed the Trans-Tasman hot lead team (outbound) to gain new customers
 Changed reporting to more real time. It ensured that the managers were focusing on issues
impacting business and customers on real time basis.
 Created a culture of staff development through regular coaching.
 Ensured Managers are trained in behavioural interview techniques to identify and hire the best
resource for the job.
 Seconded to Capetown CC to help bring in operational efficiencies and build capacity
o Co-ordinated staff training in provisioning and faults processes resulting in 100%
improvement in tasking rates for faults.
o 10% drop in cases to the Telecommunication Ombudsman.
o Improved sales conversion by 5%
o Improved operational efficiencies by bringing the focus on staff behaviour
Past Achievements:
 Mentored number of staff who went on to become seniors/ managers.
 Awarded best manager for the year for the contact centre.
 My team has been regularly recognised for providing the best customer service experience.
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3. DETAILED EXPERINECE AT: TELETECH NZ LTD – XTRA PROJECT
April 2005 – June 2007 - Team Leader “Xtra Project”
Team leader of the team, my responsibilities also included the be the weekend “unit leader” for 56 FTE,
ensuring the weekends as a whole operated smoothly, service levels were met, manage staff attendance
and performance.
Oct 2004 – April 2005 - Technical Coach “Xtra Dialup” 2IC
My duties were to provide 2nd level support to customer service representatives, 3rd Level support to
customers with Complex Technical Issues and provide assistance to my Team Leader with day to day
running of the team.
Oct 2003 – Oct 2004 - Customer Service Representative (Xtra)
My role as a customer Service Representative was to take 1st
level customer service for Telecom Xtra,
duties were to assist customers with Technical/ billing issues related to Xtra.
DETAILED EXPERINECE AT: DABUR INDIA LIMITED
April 2001 – June 2003- Deputy Manager – HR
May 1997 – March 2001- Zonal HR Head
Responsibilities included handling all HR related activities for sales employees in north India, training,
interview and selection, performance management and employee relations.
EDUCATION:
o National Certificate in Contact Centre Management Level 4
o Post graduate diploma in HR management
o Master of Arts in Public Administration
REFERENCES:
Employment References:
On Request
Character References:
On Request
Updated: 7/03/2016
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