Summary
Overview
Work History
Education
Skills
Timeline
Generic

Pooja Singh

Mumbai

Summary

Results-oriented business leader with more than 16 years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Offering ability to leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Demonstrated ability to streamline processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.

Overview

17
17
years of professional experience

Work History

Operations Manager

Reliance Jio Infocomm
03.2023 - Current
  • Overseeing end-to-end operations of the Fiber Inbound business to ensure seamless and efficient service delivery. ensuring adherence to SLAs, KPIs, and productivity targets.
  • Managing entire PAN India fiber business with 14 POD's.
  • Led and developed teams exceeding 1500 FTEs, including Team Leaders and Assistant Managers, enhancing team performance and operational efficiency.
  • Conducted detailed analysis of operational data and shift reports to identify trends, optimize resource allocation, and improve service delivery.
  • Identify bottlenecks and inefficiencies in operational processes.
  • Managing teams with strong leadership, effective stakeholder engagement, and seamless cross-functional collaboration.

Operations Manager

Conneqt Business Support Services
07.2022 - 02.2023
  • Oversee and continuously improve end-to-end sales operations and workflows.
  • Ensure consistent implementation of the sales process across teams and regions.
  • Provide actionable insights to sales leadership for decision-making
  • Handled end-to-end management of Business Loan and Personal Loan portfolios, including customer onboarding, documentation, disbursal, and post-disbursal servicing.
  • Monitor team and individual sales performance to ensure KPIs are met.
  • Identify gaps in performance and implement improvement initiatives.

Operations Manager

Hexaware BPS Pvt Ltd
09.2020 - 12.2021
  • Managed end-to-end business operations of Myntra & PhonePe Inbound, Outbound & Email with focus on maintaining SLAs, KPIs, Productivity & profitability of the account.
  • Led a team of 200 FTE with 10 Team Leaders and 2 Assistant Managers.
  • Prepared and completed action plans, improving productivity, quality of customer-service standards.
  • Reviewed shift reports to understand current numbers and trends.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Helped build and review master service agreements for work eligibility.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits. Met financial objectives by forecasting revenue & expenses, budgeting, and scheduling expenditures Interface with customers on critical issues.
  • Maintained 100% of all Service Level Agreements. Scored above average on all Customer Satisfactions surveys. Improved and innovated operational standards and ensured that all policy and procedures are followed at all levels.
  • Highlights
  • Reduced AHT from 410 to 320 Sec for Myntra process. Improved
  • CSAT from 55% to 72% by implementing six sigma. Made the account
  • Rewarded in client billing
  • Met all KPI for Inbound /Outbound process.

Operations Manager

Teleperformance DIBS Pvt Ltd
11.2018 - 09.2020
  • Managed a team of 150 FTE with 8 Team Leaders and 2 Assistant Managers for Etisalat Service Recovery & Expert Desk process.
  • Analyzed technical issues, escalate them, propose and implement solutions.
  • Determines customer service requirements by maintaining contact with customers, conducting surveys, benchmarking best practices, analyzing information and applications. Use customer feedback / complaint data to drive strategies to improve customer experience
  • Maintained 100% of all Service Level Agreements. Scored above average on all Customer Satisfactions survey. Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
  • Managing back office & Inbound process for technical process and managing core KPIS like SL, CSAT, FCR, Shift Adherence, AHT, Shrinkage, Attrition and FTE Billing Deliveries.
  • Responsibility of client interaction to provide end to end customer resolution
  • Highlights
  • Improved FCR from 80% to 90% by implementing six sigma. Repeat
  • Call reduction from 29% to 18% for Inbound
  • SLA achievement @ 90%.

Deputy Manager of Operations

Wipro BPS Pvt Ltd
10.2016 - 11.2018
  • Managed span of 150+ associates with 9 Team leaders.
  • Managed end-to-end business operations of Jio Outbound, Inbound & Premium queues (Enterprise, Platinum, Broadband).
  • Responsible for team performance on core KPIs of teams like AHT, Quality, tNPS, Login hrs, Shift adherence, Shrinkage, Attrition & FTE deliveries.
  • Identified and resolved unauthorized, unsafe or ineffective practices.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Promoted positive customer experience through day-to-day supervision and management.
  • Highlights
  • Rewarded best Deputy Manager for 3 quarters.
  • Improved pitching rate from 50% to 85%.
  • Attrition reduction from 13% to 5%

Assistant Manager & Team Leader of Operations

Intelenet Global Service Pvt Ltd
01.2011 - 10.2016
  • Managed Telecom Uninor & Etisalat process for Inbound Customer service.
  • Planned team-building exercises to increase employee performance and job satisfaction.
  • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
  • Achieved recognition from senior management for contribution to achieving KPI’s, employee
  • Highlights
  • Promoted as Assistant Manager Operations.
  • Improved EUC score from 75% to 93% Managed/
  • Improved SL, AHT, EUC score.

Quality Verifier & Advisor

Kserve BPO Pvt Ltd
01.2009 - 11.2010
  • Increased customer satisfaction by resolving technical issues. Ensuring 100% product quality of voice, Accent & speed with Service
  • Responsible for managing operations and spearheading teams for exciting business targets and service delivery metrics
  • Supervising and monitoring the performance level of the service staff for superior customer service and accomplishment of service standards
  • Worked collaboratively in team environment.
  • Highlights
  • Promoted as Quality Verifier
  • Managed SPOC role for Product related issues

Education

Bachelor’s - Information Technology

K.B. College of Science & Commerce for Womens
11.2009

Skills

  • SLAs/KPIs Management - 10 years Audits
  • Quality & Compliances - 10 years Clients /
  • Stakeholder Engagement - 8 years
  • People Management & Leadership - 10 years Cross
  • Functional Leadership - 8 years Operational
  • Excellence - 10 years
  • Strategic Planning and Analysis - 8 years
  • Project Management - 7 years

Timeline

Operations Manager

Reliance Jio Infocomm
03.2023 - Current

Operations Manager

Conneqt Business Support Services
07.2022 - 02.2023

Operations Manager

Hexaware BPS Pvt Ltd
09.2020 - 12.2021

Operations Manager

Teleperformance DIBS Pvt Ltd
11.2018 - 09.2020

Deputy Manager of Operations

Wipro BPS Pvt Ltd
10.2016 - 11.2018

Assistant Manager & Team Leader of Operations

Intelenet Global Service Pvt Ltd
01.2011 - 10.2016

Quality Verifier & Advisor

Kserve BPO Pvt Ltd
01.2009 - 11.2010

Bachelor’s - Information Technology

K.B. College of Science & Commerce for Womens

Similar Profiles

CREATE PROFILE
Pooja Singh