ispita singh
@ispitasingh
Results-driven Assistant Manager with 12+ years optimizing operations, teams, and data-driven outcomes.
What I'm looking for
I am an Assistant Manager with over 12 years of experience leading large, cross-functional teams across global service environments, driving SLA adherence, process optimization, and data-informed decision making. I have a proven record of delivering measurable impact—conducting VSMs that yielded $9,876 annual savings and 35% lead-time reduction—and building dashboards, SOPs, and training programs to strengthen operational performance and client satisfaction.
I excel at stakeholder coordination, escalation management, capacity planning, and capability building, and I bring a proactive, user-focused mindset to continuous improvement initiatives. I am currently pursuing an MBA in Business Analytics and hold certifications in Generative AI and Agentic AI, which I apply to enhance reporting, automation, and team enablement.
Experience
Work history, roles, and key accomplishments
Led daily operations and a 15-head frontline team, improved process efficiency through VSM (saving $9,876 annually and reducing lead time 35%), built dashboards to monitor SLAs/KPIs, and drove training, escalations resolution, and stakeholder alignment.
Managed operations for ~94 FTEs, ensured SLA adherence and client satisfaction, led PWFH pilot rollouts, developed performance dashboards, and coached teams to improve quality and reporting accuracy.
Monitored weekly/monthly KPIs, conducted RCA and error analysis, managed escalations with full process adherence, and prepared WBR/MBR decks to drive team performance improvements.
Provided inbound and outbound customer support, handled network-related escalations, and coordinated with engineering teams (wholesale/Openreach) to resolve connectivity issues.
Delivered technical support for Windows and macOS platforms via remote troubleshooting, supported installations/upgrades, and managed process metrics including NPS, AHT, and resolution rate.
Education
Degrees, certifications, and relevant coursework
Birla Institute of Technology and Science, Pilani
Master of Business Administration, Business Analytics
Currently pursuing an MBA in Business Analytics (second semester).
Sikkim Manipal University
Bachelor of Science, Information Technology
Grade: 71%
Completed a Bachelor of Science in Information Technology with a 71% final grade.
Jamshedpur Women's College
Higher Secondary (12th), Pure Science
Grade: 62%
Completed 12th grade in Pure Science under the JAC Board with a 62% score.
Dayanand Public School
Secondary School (10th), General Education
Grade: 65%
Completed 10th grade under the ICSE Board with a 65% score.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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