Sandip Singh
Tell me and I forget, teach me and I may remember,
involve me and I learn
WORK EXPERIENCE
Tata 1mg, Gurugram/Noida — Training-AM
Apr’17 - Oct’23 (6.5 years)
B-29, Sanjay Gram
122001-Gurugram, India-linkedin.com/in/sandip-singh-a
SKILLS
-Customer experience
-Training
-About Tata 1mg : One of India's largest digital healthcare platforms
-Learning and development
pioneered in providing pharmacy, diagnostic, ‘consult a doctor’ services
-BusinessProcess outsourcing
throughout the country. Web: www.1mg.com
-In the CX team, my roles in 6.5 years were of Agent->Trainer->Sr
Trainer->TL->AM
-Since Apr’23, responsibilities were of Training AM-customer experience
-LMS /KMS/ e-learning
-Recruiting
-MS Office/G- Suite
-Have managed a team of 7 trainers working across 6 LOBs
-Preparing team KPIs in alignment with business needs
-Managing new hire training batches inhouse & vendor
-Cross-functional coordination for new program launch in CX
-Process SOP/PPT/Content creation & review
AWARDS in 1mg
North Star
-Targeted training content creation for the assessed gaps
-Training calendar preparation for successful execution
-Preparing action plan of problem statement and execution
-Responsible for success of training activities at outsourced partner
-Preparing training review decks/presentations
-Evaluating success of the training programs
-Frequent meet with Product and Tech teams for CX developments
PROJECTS in 1mg
1.CSAT improvement (Jan-Mar’23)
Top 10 dispositions were picked to improve the CSAT. In 2 months
overall CSAT increased by 3%.
2. Management Escalation reduction(Apr-Jun’23)
Escalations were slashed by 50% in 2 months
Certificate of appreciation
3. OJT Performance(Apr-Jun’23)
LANGUAGES
OJT performance was a major concern, targets were defined
And performance was improved by ~20% in 3 months
4. Decision Tree(Jul-Sept 23)
150 decision trees were created for agent help
where sharing correct resolution improved by 5%
5. One day with your customer (Bi-annual)
All CXOs and senior mgmt/all department heads are invited to CX
bi-annually to interact with customer and fix the on-ground issues
faced by customers or advisors.
Allianz Assistance India, sector 44, Gurugram- Executive
Feb’15 - Mar’17( ~2 years)
About Company: Allianz Assistance India mainly caters to two market
segments Roadside Assistance (RSA) and Health Assistance.
https://www.allianzassistance.in/
-As an agent, it was the duty to provide pan india road side assistance
-Excellently handled customer base of automobile brands Mahindra,
Honda, Hyundai, Toyota.
-Geo-positioning of the nearest service provider & dealership from
customer location
-Coordination with towing service providers
-Arranging towing, battery jumpstart, Flat tyre, Lost/locked keys, fuel
problems
EDUCATION
MDU, Rohtak— MBA(HR)
SSCET, Pathankot, Punjab — B.Tech(CSE)
English, Hindi, Punjabi
