Sanjeet Singh Saxena has over 10 years of experience in customer service and operations management roles. He currently works as an Assistant Manager at Aegis Ltd, where he oversees a team of 115 employees across multiple customer support processes. In previous roles at Aegis Ltd and Pagepoint Services Ltd, he led teams and demonstrated strong performance, achieving various awards and promotions. He has a track record of successfully meeting KPIs and delivering projects on time and under budget.

1. Sanjeet Singh Saxena
Education
 Bachelors of Arts from Magadh
University (Bodh Gaya, Bihar)
Professional Qualifications
 Attended workshops on various
Management, Operations and
Behavior trainings like ACE.
 Pursuing MBA from IGNOU.
Achievements
 Worked as acting Manager in
July & Aug’14
 Got promotions in current
organization.
 Revenue target overachieved on
month on basis.
 Performer of the year Award-
2013 as an AM for excellent
performance in Airtel QRC &
Airtel Money.
 Certificate of Excellence in
Dec’12 & Feb’13 for lowest
attrition.
 Successfully migrated and
stabilized the process from
Airtel In-house.
 Under my supervision 4 of
my CSR / Sr CSR promoted
as TL through IJP.
Initiatives
 Introduced Agent PMS
in Aegis Airtel in-order
to provide exposure to
CSAs and so to get
easily promotion.
 Initiated
Weekly/Monthly
Report Card to
showcase the
performance of Team
Leads.
 Successfully completed
Project on “Short call
reduction”, improvement
shown from 18% to 3%.
Summary
A professional with over 8 years of experience in technical environments, encompasses Client
Management, Forecasting and Budgeting, Capacity and Resource Planning, People Management, Process
Management, Performance Management, Process Transitions & Mapping, Business Continuity Planning,
Audit and Analysis, Call Center Management.
Career Details
Period Organization, Location Roles
Oct 2012 – Till Date Aegis Ltd, Gurgoan
Assistant Manager
Operations
July 2009 – Sep 2012 Aegis Ltd, Gurgoan Team Leader
Nov 2007 – June 2009 Pagepoint Services Ltd, New Delhi.
CCE / MIS Executive
/ATL /Team Leader
Currently working with AEGIS Ltd, as Assistant Manager Operations since Oct 2012
Process: Customer support, voice Outbound & Backend – Telecom: Airtel QRC and Voice Inbound,
Backend, Outbound, E-Mail Desk & Sales – Airtel Money, PAN India, NET(E-mail from CEO desk).
Responsible to manage the overall functioning of process through maintaining KPIs with strength of 115
FTEs spanning over 3 programs(AMSL Inbound, Sales, QRC & E-mail Desk) till June’15, currently
assigned with NET.
Key Deliverables:
 KPI Management: Service Level, QMC, Repeat, UD, AHT, Compliance, Registration percentage,
FCI, Shrinkage and Attrition.
 Service Delivery Management:
 Project planning, scoping, estimation, tracking.
 Analyzing the daily performance i.e. - QMC, Repeat, Manpower
 Managing the overall functioning of processes (Retail Helpdesk, Sales, QRC & E-mail Desk)
through maintaining daily service level and meeting the daily sales target.
 Client interaction and dealing with daily/monthly requirements.
 Implementing project plans (Especially repeat projects i.e. Project RR, FoW & Mission 30)
within preset budgets and deadlines.
 Mentoring team and handling deployment of tasks.
 Work closely with leaders and subject matter experts from other areas (Clients, IT, HR,
Compliance) in the implementation of programs and policies (SOWs & SOPs).
 Developing Customer Life Cycle Management strategies to effectively manage CSAT and
business profit orientation.
 TL review on weekly basis and publishing MOMs and working towards the completion of
discussed task by reviewing on daily basis.
 Profit Centre Operations:
 Ensuring 100% revenue to maximize the process profitability.
 Business planning, forecasting and analysis for assessment of revenue potential in business
opportunities.
 Analyzing & reviewing the customer’s requirements and communicating the same to the teams
for accomplishment of business goals.
 Team Management:
 Directing, leading and motivating workforce; imparting continuous on job training for
accomplishing greater operational effectiveness/efficiency.
 Working on succession planning of the workforce, rendering technical guidance to the staff,
shift management activities, appraising the member’s performance & providing feedback.
 Working towards employee retention and conflict management for creating a smooth work
environment.
 +91 9717888786
saxena.sanjeet@gmail.com
saxena.sanjeet@yahoo.com

2. Team Leader with Aegis Ltd. From July 2009-Sep 2012
Process: Service Recovery - Outbound & Backend.
Key Responsibility Areas:
 Performance Measurement: Monthly, Bi-Annual Annual Performance Appraisals; Variable
Component Management; monthly one to ones, business reviews.
 People Management: Assigning managing SPOC roles, identifying behavior training needs and
arranging for the trainings.
 Process/Operations Management: Ensuring all quality, productivity, service level, etc targets are
met. Ensuring Schedule adherence, attendance, Attrition Management.
 Process engagement: Process’ Rewards Recognition; process knowledge engagements. Training
needs identification; facilitating trainings; feedback for training; conducting process quizzes; process
knowledge engagements for the team.
 Audits, Analysis Reports:
 Process, Quality, Compliance, Information Security Audits;
 Early warning signals, Performance Reports; Quarterly Business Reviews.
 Trend, Tenure, Missed cases, various queues, error Pareto, root cause, Increment Value,
Availability, Variance, Utilization, Attrition Analysis.
 Process improvements re engineering:
 Stimulating process improvements ideas generation,
 Analyzing ideas in terms of business worth,
 Developing the ideas into viable projects,
 Convincing the client for reasonable investments,
 Hiring: Assessed individuals on personality traits via personal interviews.
TL/ATL/ MIS Agent with Pagepoint Services Pvt Ltd Nov 2007-June-2009
Key Responsibility Areas:
 Handling complaints from prepaid customer’s of Airtel.
 Taking Escalation calls for customers.
 Looking after the daily Revenue and Outbound MIS.
 Analyzing the agent wise daily Performance i.e. SR closure and Calls.
 Responsible for grooming team coaches and executives for better customer delight in terms of
AIRTEL quality parameters.
 Responsible for the recruitments and training of Executives.
 Responsible for monthly RR and activities for executives.
 Orientation of team members by regular audits on performance parameters and share feedback to
enhance better quality parameter.
 Responsible for monthly target of SLA, SDR, Repeat SR, Login Hrs and Quality.
 Responsible for accurate and Quality Solution of Customers complaints for AIRTEL.
 Weekly review of Team Coaches and Team members for target competition and quality
concerns.
 To look after the daily routine work of updating the remarks, generating the MIS.
 Capturing VOC related to different process and work out resolution by co-coordinating with
closure co-coordinators, Call Center ARC’s
 Weekly task including Highlighting Wrong Raising trends and other related issues of the process
via Regular dashboards.
 To carry out any specific jobs as assigned from time to time.
Achievements
.
 Certificate of Excellence in
Dec’12 Feb’13 for lowest
attrition.
 Awarded for Leadership
Excellence Award in 2010
2011
 Nominated for Coffee with Sr
Leadership in Aegis-Aug’10
May’11.
 Awarded for best Team Leader
multiple time for topping the
scorecard-Month wise.
 Under my supervision 8 of
my Team members got
promoted to Sr Executive in
different variant i.e MIS,
Quality, Training Dialer
Management.
 Got opportunity to work as
Acting Assistant Manger
from May’12 to Sept’12
 Got promotion as Assistant
Manger through IJP in
Oct’12.
 Got promotion as MIS
executive Quality Team
Leader in Pagepoint Services
Ltd due to consistent
performance and leadership
ability.