Open to opportunities

Saumya Singh

@saumyasingh2

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Results-oriented Operations Manager with a track record of excellence.

India

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What I'm looking for

I am looking for a role that values innovation and teamwork, where I can leverage my skills to drive operational excellence and enhance customer satisfaction.

I am an Operations Manager with over 10 years of experience dedicated to optimizing operational processes and enhancing customer satisfaction. My expertise lies in designing effective KPIs and leading cross-functional teams to achieve strategic goals. I have a proven track record in customer experience management and operational efficiency, which I leverage to drive success in forward-thinking organizations.

In my current role as a Senior Manager at Addictive Learning Technology, I spearheaded the design of operational KPIs that significantly improved Customer Satisfaction (CSAT) scores. My previous positions have allowed me to develop comprehensive processes and policies that streamline operations, ensuring that objectives in customer satisfaction, safety, quality, and team performance are consistently met. I am passionate about fostering collaboration and driving continuous improvement in all aspects of operations.

Experience

Work history, roles, and key accomplishments

Current

Senior Manager

Current

Addictive Learning Technology - Lawsikho

Sep 2023 - Present (1 year 10 months)

Spearheaded the design of operational KPIs and KRAs, leading to improved Customer Satisfaction (CSAT) scores. Collaborated with diverse teams to enhance project scalability within the Sales funnel, optimizing overall performance.

KPI Design Customer Satisfaction Scalability Team Collaboration

Operations Manager

Newton School

Feb 2023 - Aug 2023 (6 months)

Developed and implemented comprehensive processes and policies to streamline the program's operational framework. Designed product structure aligned with end-user needs and executed seamless cross-functional operations.

Policy Development Product Design Customer Satisfaction

Program Manager

Edureka

Dec 2020 - Jan 2023 (2 years 1 month)

Established processes, policies, and metrics to define the program's operational structure. Designed product structure based on end customer requirements and executed cross-functional operations.

Policy Development Metric Design

Lead - CRM and Client Experience

Snapbizz Cloudtech

Aug 2020 - Dec 2020 (4 months)

Developed and integrated CRM and support desk systems with a calling service provider, enhancing overall customer experience. Set key operational metrics for teams to optimize performance and product satisfaction.

CRM Customer Experience Service Operational Metrics Performance Optimization

Head of Key Accounts Management

Olimpio

Aug 2018 - Jul 2020 (1 year 11 months)

Cultivated strategic relationships with key clients, contributing to sustained organic growth. Aligned business requirements with strategic objectives to enhance lead conversion rates.

Client Relationship Management Lead Conversion Process Development

Head of the Department

The Cambridge International School

Jun 2017 - Jul 2018 (1 year 1 month)

Tailored instructional methods to cater to diverse student needs, developing assessments that improve learning outcomes and enhancing overall curriculum comprehension.

Instructional Methods Student Needs Educational Leadership

Operations Manager

Bhanu Chem Laboratory

Jun 2015 - Apr 2017 (1 year 10 months)

Directed training and compliance initiatives, established resource allocation policies, and effectively managed operational expenses for optimal performance.

Compliance Resource Allocation Performance Optimization