Harsh Preet Singh

• Managed IN, SG, and ME Social Media Customer Service teams (105 CSAs and 8 Team Managers)
• Oversaw performance and operations for social media customer service in these regions.
• Spearheaded initiatives to modernize customer service operations through the integration of cutting-edge technology solutions.
• Implemented quality control measures, ensuring consistent delivery of exceptional service to customers.
• Coached Team Managers to ensure efficient daily operations and high service levels.
• Coordinated with Capacity Planning for optimal staffing and resource use.
• Handled executive escalations, identified root causes, and implemented corrective actions.
• Led process improvements in collaboration with stakeholders and ACES teams.
• Managed stakeholder relationships and represented the team in project launches.
• Delivered performance updates in weekly and monthly reviews.
• Organized Quarterly Business Town Halls for APAC & ME regions.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Key Projects and Initiatives:

• IN Extractions Reduction Project
• IN Social Media CS Bifurcation Project
• Launched DART role for IN and ME Social Media CS in Nov 2022 and Feb 2023
• Implemented Scorecard for IN Social Media DART
• Relaunched IN Social Media CS Engagement Activities and introduced Rewards & Recognition Program for IN and ME regions
• Revamped customer contact handling SOPs like SM-CAP SOP and Seller Support Escalations SOP along with Disciplinary Grid for IN Social Media CS
• Co-owned Team Manager Scorecard for APAC & ME Social Media CS

Significant Achievements:

• Implemented Monthly Process Knowledge Tests for CSAs
• Peak Captain for IN & ME Social Media CS during Q4 2022
• Received Leader of Leaders award for Q4 2021 (announced Feb 2022)
• CS Discovery Advocate Award for Q1 2023
• Led the launch of MessageUS integration for IN Social Media CS
• Developed Corrective Actions Matrix for VP Inquiries RCAs
• Implemented Social Media PIP Management Program for IN Social Media CS in association with QA team

Additional Contributions:

• Created IN Social Media CS Roadmap for 2024
• Supervised and guided Team Managers on various projects and processes
• Onboarded new Team Managers and provided mentorship to Team Managers as well as peers (New Group Managers)
• Supported NA Peak operations and reporting
• Strategized operational mechanisms and streamlined reporting for APAC & ME Social Media CS
• Key Contributor in Integration & Adoption of Workflow processes in IN Social Media CS
• Launched Scraping process for IN Social Media CS

• Led a team of 20 Social Media specialists, overseeing performance, attendance, and overall team effectiveness.
• Reduced average contact handling time with targeted coaching and performance monitoring.
• Launched quality assurance practices for each phase of development
• Managed quarterly shift rotations to ensure smooth transitions and monitored shift changes to uphold successful operations strategies and maximize business success.
• Monitored process productivity and conducted performance appraisals to ensure high accuracy and quality assurance.
• Mentored new Team Managers and supported their daily operations.
• Guided participants (CSAs) in a leadership development program to build foundational skills.
• Published weekly and monthly business reviews, presenting findings to senior leadership.
• Evaluated team members' performance and published monthly scorecards.
• Developed and published training content and plans for support associates during peak periods.
• Owned the Customer Delight program, engaging customers on various social platforms.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Exercised leadership capabilities by successfully motivating and inspiring others.

• Directed and supervised team of 15 members
• Managed schedules, time and attendance enforcing compliance with company procedures relating to absenteeism.
• Monitored team performance and provided constructive feedback through coaching and guiding team members on process knowledge.
• Facilitated problem-solving and collaboration.
• Coordinated with internal and external customers as needed.
• Escalated and resolved systematic issues promptly.
• Monitored service levels and incoming customer contact volume.
• Led projects for process improvements.
• Collaborated with department leads to streamline workflows and improve coordination.
• Conducted regular operational reviews to identify areas for improvement.
• Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.

• Resolved customer queries via social media.
• Owned and resolved escalated social media issues, contacting customers as needed.
• Managed critical issues to prevent them from going viral.
• Supported inbound calling team by handling customer calls.
• Led training sessions with team members on best practices in using new features or updates.
• Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.

• Studied products, services, and processes to prepare for customer inquiries.
• Documented inquiries and responses in customer accounts.
• Recommended process improvements to enhance service quality.
• Resolved escalated customer and author queries using various tools.
• Responded to inquiries by researching and providing accurate information.
• Mentored new recruits in process knowledge.
• Followed up with customers about resolved issues to maintain high standards of customer service.