HARSHVINRAJ SINGH

As the CCSS Team Manager, I successfully led a team of customer service representatives to deliver exceptional service and support to customers worldwide. I effectively managed team performance, provided coaching and mentoring, and developed training programs to enhance team members' skills and knowledge. I also collaborated with other departments to implement process improvements and ensure compliance with company policies and regulatory requirements. Through my strong leadership and communication skills, I fostered a positive team culture and contributed to the overall success of the organization.

Ipoh

• IPG Mediabrands - KITA POWER MERDEKA CAMPAIGN, 06/2019, 09/2019, I developed a detailed wireframe of the scope, and divided each scope for further review and briefings. Estimated the timeframe of the project turnover and produced an estimation of cost. Identified key areas where cost estimation may be affected, set prior expectations with stakeholders. Developed gantt chart. Project was successfully deployed to client's social media account within the timeline set and did not exceed the budget allocated. Quality checks were carried out by stakeholders UAT team and was approved as completed.The whole project was able to meet its turnover period. Thousands of Malaysians were able to play with the experience on social media. The project managed to capture 500k impressions within its first month launch and increased traffic to the social media page by 30%.
• NEXASOFT - KL TOURISM AR APPLICATION, 10/2019, 04/2020, Identify the back end tool which is most suited for the implementations. I analyzed the current application where the AR feature needs to be implemented, run a back end review to ensure there's no any compatibility issues. Identify the geolocation tool and ensure API is able to be integrated. We managed to successfully complete the sub feature integration into an existing mobile application of the client without having any technical issues and the experience was flawless. No delays were observed although this was considered to be a rush project as the scope usually required more time for completion.
• UNIT CONCEPT - VENDOR / USER ON DEMAND APPLICATION, 12/2020, 03/2022, Gather all requirements. Procurement of database engineering services and server specialist. Created project gantt chart, and set up milestones for each sprints. Estimating overall project turnover and project cost. Identifying areas where scope is vague, therefore having multiple meetings with stakeholders to ensure all requirements are agreed. API are identified, and compatibility reviews are done to ensure the development platform is supported. The project was divided into 3 categories, and 4 phrases. Each category consisted of a User Application, Vendor Application and Web Based Administration Panel. Each phrase consists of all three categories being developed simultaneously because each system features are dependent on the other application and tests were carried out in each sprint and presented to the client. Both applications were successfully published. Client carried out a soft launch of the app for in-house technician and engineer vendors. Customers conveniently booked vendors based on their location and were able to pay for the services at their fingertips.

• English
• Bahasa Malaysia
• Punjabi

References available upon request

• Received recognition from HSBC Australia Channels Onshore.
• Integral part to set up MS Team Channel for production communication and interaction.
• Best Team recognition for NPS 2023.
• Best Team Award Q3 2023.
• Piloting Team Manager Time Motion Study 2023.
• iKnow Workgroup collaboration to improve process gaps.
• Pilot for Digi - Way Campaign , Digital First Onshore collaboration.
• Best Team Award Q1 2024.