Open to opportunities

Manish Singh

@manishsingh12

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I lead customer operations teams, improving performance, service quality, and client outcomes.

India

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What I'm looking for

I'm looking for an operations or customer service leadership role where I can lead teams, improve processes, use performance data to drive outcomes, and strengthen client satisfaction.

I've led customer operations at BeeperMD, overseeing four teams of 60 associates while driving monthly KRAs, performance-linked incentives, shift planning, client reviews, and virtual front-office initiatives.

I work closely with product, R&D, and U.S. teams to implement SOPs, resolve technical and client escalations, and turn performance data into action through dashboards, audits, MBRs, and QBRs.

At Tech Mahindra, I managed teams of up to 50 associates and 25 team leaders, using coaching, call monitoring, queue management, and performance reporting to improve CSAT, service levels, and operational efficiency.

Earlier, I supported chat operations at Policybazaar and process analysis and service delivery at Flipkart, where I handled data analysis, root-cause investigations, revenue-leakage reporting, escalations, process updates, training, and cross-functional coordination.

Experience

Work history, roles, and key accomplishments

Manager

BeeperMD - SWJG Collaboratory Venture Private Limited

Jun 2022 - Oct 2024 (2 years 4 months)

Oversaw 4 teams of 60 associates, ensuring operational efficiency and achieving monthly KRAs for PLI. Collaborated with product and R&D teams to design SOPs and contributed to product ideation and escalation processes.

Five9 Administration AWS Power BI Zendesk Slack CRM Software Training Coaching and Mentoring Office Software Decision making Data Analysis

Team Leader

Tech Mahindra

Mar 2018 - Jun 2022 (4 years 3 months)

Oversaw a team of 50 associates, ensuring operational efficiency and achieving monthly KRAs for PLI. Conducted interviews for Flipkart process and managed 25 team leaders, enhancing callback management and resolving escalations.

Data Analysis Training Coaching and Mentoring Decision making

Team Support

Policybazaar.com

Aug 2017 - Mar 2018 (7 months)

Led chat support team to achieve positive customer engagement results. Compiled and analyzed daily booking reports to track performance metrics and provided accurate information across departments.

Data Analysis Office Software Decision making

Process Analysis & Specialist (Service Delivery)

Flipkart Internet Pvt. Ltd.

May 2013 - Nov 2016 (3 years 6 months)

Expert in data mining and analysis, focusing on process implementation and offline projects. Delivered progress reports on revenue leakage and conducted root cause analysis of service-related issues.

Data Analysis Decision making Office Software Training Coaching and Mentoring