1. Gurseerat Singh
Objective
To build a long term association with an organization that provides me Opportunities as the organization
grows and allows me to participate in the growth of the organization responding to the ever-changing
scenario.
Experience
Worked as Center Manager with B2X Service Solutions India Pvt. Ltd.
(Apple Authorized Service Center) (Aug’14 – till date)
 Responsible for maintaining ACSE score for the Apple IOS & Mac-Books.
 Responsible for maintaining C-SAT more than 95%.
 Handling all the Escalated customers.
 Maintaining ROI of the store by up-selling Accessories, APP’s & Insurance Plans.
 Briefing the Team on all new Apple’s updates.
 Responsible for all the inventory and consignment stock
 Maintaining Daily, weekly & monthly reports.
 Maintaining SLA of all the Jobs.
 Handled a team of 6 employees.
Worked as Appellate Officer for HPH Circle with Tata Docomo (Oct’13 – July’14)
 Responsible for handling, resolving & closure of all kind of escalated complaints through Emails,
Faxes, letters, etc. for HPH circle.
 Acknowledge walking customer’s complaints & provide them with instant resolution;
 Maintain, analyze & act upon complaints received on daily basis;
 Coordinate with concerned departments of HPH circle to provide best possible resolution;
 Ensure timely resolution of registered complaints;
 Review, analyze & find root cause, thereby leading to reduction of complaints;
 Develop & maintain complaint MIS. Generate weekly report & present before higher management;
Worked as Relationship Manager in IFCI Financial Services Limited (Dec’11 – Sep’12)
 Account Opening of New Customers.
 Order Punching through calls & Walk-in Clients.
 Handling Customer Complaints & Provide Resolution.
Email: gurseeratsingh@yahoo.co.in
St No.5 Last Crossing Behind
Mandir, New Suraj Nagari, Abohar
Mobile: (91) 9872804008

2.  Taking Care of Monthly Revenue Target.
 Taking Care of Confirmation Process of the trades made by Customer on daily basis.
 Documentation verification
Worked as Relationship Manager with Religare Securities Limited (Aug’10- Nov’11)
 Account Opening of New Customers.
 Order Punching through calls & Walk-in Clients.
 Handling Customer Complaints & Provide Resolution.
 Taking Care of Monthly Revenue Target.
 Taking Care of Confirmation Process of the trades made by Customer on daily basis.
 Documentation verification
Worked as
Executive
(Customer Service Delivery & Activations) with
TATA Teleservices Limited (Mar’08-Feb’10)
 Resolution of all the billing, installation, agency and repair related complaints for Post-paid products
(Walky, Mobile).
 Handling the complaints regarding Call Processing, Handset and Data Related for all Post/Pre-paid
products (Walky, Mobile).
 Prioritize the complaints / requests of customers by sorting them according to their severity and
nature, & resolving them within the set SLA and after proper close looping with the customer.
 Resolving problem by coordinating with various cross functional departments.
 Analysis of wrong capturing of complaint generated by Call Centre agents, TVH & TVS.
 Ensuring rectification of complaint generation in turn leading to resolution with the SLA
Worked as Team Leader (Retention Backend & Complaints) for
TATA Teleservices Limited in Competent Synergies Ltd. (Jul’06-Feb’08)
 Handling churn related & Collections related complaints for all postpaid (Tata Walky & Mobile).
 Providing Backend Support to all TVS’, PO’s Cluster Office , E2E location all over Haryana, Punjab
 Taking Care of Retention Helpdesk ID for HPH, solving the subs query through mail after
coordinating with the concern department.
 Also responsible for managing the internal helpline for Field Retention Executives & Collections
executives to handle complaints/grievances and their closures, ensuring zero escalations
 Providing backend support to the customer care helpline(121) responsible for HPH
 Fact finding of escalated cases, in order to find out the root cause of the problem faced by the
customers and providing them with the suitable solutions within good resolution time.
 Handling the process of Handset Retrievals, Notification Updation and refunds process.
 Handling the whole unbarring process of Punjab through Metasolv and Tallyman.
Telecom Experience ( 5.5 Years)

3. Worked as Executive (Retention) for TATA Teleservices Limited in BPS Ltd (Jul’05-Apr’06)
 Customer Retention.
 Customer dealing and query Resolution within the defined turn around time.
 MIS Reporting to the Management.
Competencies
 Strong negotiation / Strong computer /analytical skills.
 People Management and Team Building.
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Strengths
 Creative problem-solver, who can see big picture while never losing sight of details that deliver
results.
 Enthusiastic self-starter, who can boost productivity, cut costs, foster efficiency and ensure
profitability.
 Goal-driven with Strong organizational skills , detail orientation
Education
2003 – 2006 Panjab University Chandigarh
 Bachelor of Arts through D.A.V. College, Abohar
2002 – 2003 P.S.E.B. Mohali
 10+2 from D. A. V College, Abohar
2000 – 2001 Panjab University Chandigarh
 High School from Amrit Model School, Abohar.
Personal Details
Father’s Name : S. Joginder Singh
Date of Birth : 09th March, 1986.