Looking for a job

Anand Singh

@anandsingh3

Message

14+ years of experience driving strategic and operational improvements in SaaS, consulting & startup

India

Message

What I'm looking for

I am looking for a role that challenges me to innovate in customer experience and digital transformation, within a collaborative and growth-oriented company.

With over 14 years of experience in driving strategic and operational excellence, I have a proven track record in enhancing customer experience across SaaS and technology environments. My expertise lies in leading cross-functional teams to streamline workflows and deliver high-impact business outcomes. I have successfully designed and executed customer experience technology roadmaps, integrating AI/ML and process automation to elevate service delivery.

In my recent role as Associate Director at Checkmate, I led initiatives that significantly improved customer onboarding processes and reduced operational costs. My leadership in deploying omnichannel support systems resulted in a 30% increase in agent productivity and a dramatic reduction in response times. I am passionate about leveraging technology to enhance consumer experience and have consistently driven transformation initiatives that align with business goals.

Throughout my career, I have managed large-scale projects and built strong relationships with stakeholders, including C-level executives. My commitment to excellence is reflected in my ability to implement structured governance frameworks and optimize resource allocation, ensuring on-time delivery and measurable outcomes. I am excited to bring my strategic vision and operational expertise to a forward-thinking organization.

Experience

Work history, roles, and key accomplishments

Associate Director - Special Projects & CX Experience

Checkmate

Jul 2023 - Feb 2025 (1 year 7 months)

Led strategic initiatives to enhance customer experience, operations, and product improvements, serving as the key program manager for external projects and vendor relationships. Restructured Customer Onboarding Operations, developing As-Is and To-Be business processes and user journeys to streamline workflows and improve customer experience.

Customer Onboarding Product Analytics Zendesk NPS CSAT Agile Methodologies

Senior Manager - CX Strategy & Operations

Lenskart

Feb 2022 - Jul 2023 (1 year 5 months)

Led omni-channel customer experience transformation projects, overseeing social media operations and CEO escalations to improve CSAT, NPS, and agent productivity. Mentored a team of 30 FTEs and 2 AMs, implementing a performance-based reward system that achieved a 95% CSAT.

Social Operations CSAT NPS Sprinklr Project Delivery

Founding Team (Director)

TSO Consultants

Jan 2019 - Feb 2022 (3 years 1 month)

Built the consulting practice, driving project delivery, company operations, and stakeholder management. Successfully established partnerships with EY, Corpus, and Shapoorji Pallonji, scaling the team to 5 on-roll and 3 off-roll members.

Project Delivery Operations Stakeholder Management Partnership Development Scaling Teams Digital Transformation

Senior Consultant

Ernst & Young

Apr 2011 - Nov 2017 (6 years 7 months)

Led 13 cross-regional engagements spanning EMEIA, overseeing daily operations, client relationships, and project delivery in Africa and India. Directed outsourced customer support operations for Airtel Africa, implementing SLA tracking mechanisms and optimizing agent workflows.

Project Management Client Relationship Management Customer Support Operations PMO Digital India

Consultant

Protiviti Consulting

Jun 2009 - Mar 2011 (1 year 9 months)

Delivered process audits, internal controls, and fraud risk assessments across the Middle East and Africa. Contributed to enhancing financial integrity and operational efficiency for various clients.

Internal Controls Fraud Risk Assessments