Saurabh Negi has over 10 years of experience working in customer service for Concentrix and Amazon, currently serving as Deputy Manager. He has exceptional knowledge of online retail processes like pre-orders, billing, and third party ordering. Negi has received several awards for his performance, including Top Talent awards from 2010-2016 and Manager of the Quarter in 2013. He holds a Bachelor's degree in Business Administration and has undergone training in leadership, people management, and customer service.

1. SaurabhNegi
PresentAddress
124 D Express View
Apartment, Sector-93
Noida-201301
PhoneNumber:+91-9810815682
E-Mail: saurabh.2negi@gmail.com
Objective
To work in a challenging and prospectivework environmentwhere I can effectively utilize my
expertise andmake a positivecontributiontothe organization.
Career Snapshot.
Proactiveindividual with significant workingexperience of 10 Years with Concentrix, to thrive in a
fast-paced, results-orientedbusinessenvironment, Workingas Deputy Manager(Operations)for
Amazon.com (online portal’scustomerservice, viz., Pre- Order, PostOrder, Billing andOther
Accountsrelated issues, Third Party Ordering, etc.) Currently handlingDigital LOB ( Chat & Email)
Deputy Manager - Concentrix – Semi Tech Customer Care
 Exceptional knowledge of online shoppingandretailing including pre-orders, postorders, transit
phase, billing, online subscription, dealsandsales, third party ordering, MP3 salesand basic
online reading device troubleshooting(Kindle).
 Attended all WRM’s (Weekly Review Meetings) & MRM (Monthly Review Meetings) with DPE’s.
WRM with all SME’s & AM’s of D2CS.
 Motivating and helping Focus group to meet all targets.
 Effectively drive performance in the team to meet all internal and external performance KPIs.
 Ability to plan, strategize and prioritize as per operational challenges.
 Analyze and collect data and publish analysis reports to help drive performance.
 Coaching and Feedback.
 Ability to Lead and Manage a Team and effectively handle all people management issues.
 Evaluate and Coordinate Operational, Admin, IT and HR issues for the Team.
 Team Huddles and One-o-One with SME’s , AM’s & Conducting skip with all CSA’s.
 Conducting audits for concession & compliance.
 Facilitated calibrations with the Ops & Quality, drivingtowardsgoodindividual NRR, AHT and RCR.
 Client Calibrations ( New launch of a product)
 Maintain current product knowledge for each LOB by taking calls, attending team meetings, side
by side observations, and Quality monitoring.

2.  Conducted Dipsticks and monthly assessments to assess the floor health.
 Capacity Planning for Chat & Email
 Attending Client calls and analyzing weekly & monthly metrics for Delivery.
 Transport SPOC for D2CS
 Have been POC for the complete Chat & email LOB for Stack management, Capacity, Schedule
Management for agents & TM’s.
 I have been attending all the client calls related to Kindle & Mp3 which has helped me in
understanding the delivery aspect of the LOB’s (Chat & Email ).
 Re-designed the training content and delivery process for New Hires.
 Achieved a significant improvement in NRR scores & productivity compared to previous years.
Professional Accomplishments
 Giving training and Handling Pilot batch for Chat, MP3 & Kindle.
 Best Team Lead for the 2nd and 3rd quarter 2009
 Top Talent Award for 2010, 2011, 2012 , 2013 , 2014 , 2015 & 2016
 Won the Manager who Shine’s Award in the 2nd Quarter 2013.
 Handling entire Digital Chat Lob ( Kindle Tier 1, Tier 2 & MP3 Chat & Email)
 Won GEM & STAR achievers award 2012.
 Won Zero Attrition champion award for 2nd Quarter of 2013
 Won Best Manager award in Concentrix from Amazon 2014
 4 COA ( Customer obsession award) in Kindle customer care chat in 2016
 Successful Ticket tracker launch.
 Yellow belt in Transfer % ( Increase Revenue & improve customer resolution)
Core Competencies
 Training, Delivery & Management
 People Management
 New hire Ramp Up Plan
Trainings & Certifications
 Executive presence.
 Acing an IJP
 7 Habits of Highly effective People
 OPEC
 TROY 2
Organizational Roles
 Appointed as Executive Operations – July 2006

3.  Promoted as Team Lead – Temp – Nov 2007.
 Promoted as Team Lead – Operations – Sep 2008.
 Promoted as Team Leader -Temp (15th September 2009 – 28th February 2010).
 Promoted as Team Leader –Temp on (1st August 2010 – 31st March 2011).
 Promoted as Team Leader –Temp on (1st August 2011).
 Promoted as permanent Assistant Manager on 30th March, 2012.
 Promoted as Deputy Manager on 1st July 2014
 Currently Handling Email & chat LOB for D2CS
Educational Qualification
 Bachelors of Business Administration and Computer Aided Management (B.Sc) from “IP
University, JSS College” (2003-2006) - First class.
 Sr. Secondary from CBSE during 2001-2002.
 Higher secondary from CBSE during 1999-2000.
Personal Details
Date of Birth : 2nd Feb 1985
Marital Status: Married
Languages Known: Hindi And English
Nationality: Indian
I hereby declare that the above information is true to the best of my knowledge.
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