Jayendra Singh

Led end-to-end delivery of multi-million-dollar enterprise SaaS programs for global channel partner enablement, coordinating cross-functional teams across Design, Implementation, Product, Support, and Program Engagement. Established PMP-based PMO governance to deliver 100% on-time, on-budget rollouts and drove adoption/ROI through targeted training and QBR-led expansion insights.

Directed SaaS implementations and client delivery for 35+ North American healthcare IT accounts, managing HL7/API integrations with strict HIPAA compliance. Improved client retention to 95% for $500K–$1M ACV accounts and reduced service escalations by 35% while improving CRM case resolution efficiency by 10%.

Owned end-to-end SaaS implementation, client onboarding, and global back-office operations for US payroll and benefits solutions, leading a multidisciplinary team across India, the Philippines, and the US. Pioneered RPA/OCR automation to improve operational efficiency by 20%, maintained 95% client retention (98% team retention), and achieved CSAT >90% and NPS >80%.

Drove customer retention and revenue through expert escalation handling, cross-selling, and contract renewals for UK telecom clients. Ranked in the top 10% for retention performance and served as Floor SME and mentor.

Managed a Level 2 escalation desk for billing and technical support, serving as a subject-matter expert and peer mentor. Improved coached agents’ quality scores by 20% through structured coaching and performance support.

Provided Tier-2 technical support for broadband and network infrastructure across the UK market. Maintained consistently high CSAT scores in a high-volume customer-facing environment.

Earned a Bachelor of Arts from Veer Bahadur Singh Purvanchal University.