Sashi Singh

I am a Global Operations, Enterprise Customer Experience, and US Healthcare RCM leader with 20+ years of experience managing international BPO, technical support, customer service, and healthcare operations.

I have led 600+ employees and managed 400 global independent-contractor interpreters. My expertise includes B2B support, client onboarding, US Healthcare RCM, service delivery, workforce management, vendor contracting, SLA/KPI governance, incident management, and AI transformation.

At Big Language Solutions, I managed a $2.5M procurement portfolio, negotiated vendor contracts, prepared SOWs, managed renewals, and transitioned hourly billing to FTE-based models. I also led tier-3 technical support, Jira workflows, and critical incident management, reducing MTTR by 32% and ticket backlog by 40%.

My AI initiatives include:

• AI-powered IVR routing that reduced customer wait time by 3 minutes and call abandonment from 11% to below 1%.

• AI quality agents auditing 100% of calls with 99% reported accuracy, improving quality scores from 83% to 96%.

• A workforce management portal tracking 400 interpreters, working hours, performance, and payouts with 99% accuracy.

• Ongoing development of multilingual AI quality monitoring for Spanish, Portuguese, and Mandarin.

I have extensive US Healthcare RCM experience covering AR, collections, billing, credentialing, client transitions, process optimization, and revenue recovery.

My achievements include supporting revenue growth from $36M to $60M, expanding a client engagement from $150K to $3M, improving CSAT from 88% to 94.5%, and maintaining 95% high-value client retention.

I work with Salesforce, Zendesk, Freshdesk, Intercom, Jira, Notion, Google Sheets, Power BI, SQL Server, ChatGPT, Claude, and Claude Code.

Based in India, I seek senior remote opportunities in Global Operations, Enterprise Support, Customer Experience, US Healthcare RCM, Client Onboarding, Service Delivery, and AI Transformation.