Devinder Singh
@devindersingh
Customer Experience & Process Improvement leader using VoC insights to redesign operations and reduce customer effort.
IndiaWhat I'm looking for
I’m a customer-focused operations professional with 9+ years of experience identifying customer pain points, analyzing satisfaction and feedback data, and redesigning processes to reduce customer effort and improve outcomes.
I translate Voice of Customer (VoC) insights—including satisfaction scores, guest escalations, repeat issues, and compliance gaps—into practical, scalable process improvements. I run operational audits, map workflows, and partner cross-functionally with Delivery, Training, and Quality teams to close gaps between customer needs and business execution.
Across hotel and regional growth roles, I use strong Excel-based data analysis, root cause identification, and clear stakeholder communication to drive measurable change—supporting performance improvements, SOP compliance, and consistent growth through targeted actions.
Experience
Work history, roles, and key accomplishments
Regional Sales & Marketing Manager
EazyDiner Private Limited
Jan 2022 - Present (4 years 6 months)
Acted as voice of the customer across four regional markets, using partner and customer feedback to identify onboarding friction and redesign acquisition workflows to reduce effort and repeat contacts. Led operational audits (e.g., SOP compliance) and used Excel analysis of conversion/retention/drop-off patterns to drive targeted improvements, delivering consistent 100% YoY growth across managed r
Owned guest experience and satisfaction scoring by identifying check-in/check-out friction points and retraining the team to reduce guest effort and repeat issues. Served as escalation point for VIP/high-profile guests and tracked service/upsell performance in Excel to meet monthly revenue targets while maintaining service quality.
Duty Manager
Indian Hotels Company Limited (Taj Hotels)
Jan 2018 - Jan 2021 (3 years)
Monitored guest satisfaction via NPS reports, identifying recurring themes and implementing corrective actions to improve results. Resolved 95% of guest escalations on the spot, conducted nightly audits for SOP and safety compliance, and designed upsell grid/workflow improvements to support consistent, goal-driven operations.
Hotelier Development Program - Trainee
Indian Hotels Company Limited (Taj Hotels)
Jan 2016 - Jan 2018 (2 years)
Completed a cross-functional 18-month management trainee program rotating through hotel properties to build a systems-level view of operations. Specialized in Rooms Division Operations at a 208-key luxury property, gaining hands-on exposure to process design and front-office workflow management.
Education
Degrees, certifications, and relevant coursework
Symbiosis Centre for Distance Learning
Post Graduate Diploma in Business Administration, Business Administration
2020 - 2022
Completed a Post Graduate Diploma in Business Administration (PGDBA) through Symbiosis Centre for Distance Learning from 2020 to 2022.
AIHMCT (All India Institute of Hotel Management & Catering Technology)
Bachelor of Science in Hospitality & Hotel Administration, Hospitality & Hotel Administration
2013 - 2016
Earned a Bachelor of Science in Hospitality & Hotel Administration from AIHMCT from 2013 to 2016.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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