Open to opportunities

sheina singh

@sheinasingh

Message

Senior operations leader driving customer experience, training, and large-scale contact center transformations.

India

Message

What I'm looking for

I seek leadership roles in operations or training where I can drive customer experience, scale contact center performance, lead transitions, and develop high-performing teams.

I am a senior management professional with nearly 18 years of experience leading operations, transitions, training, and client relationships across Telecom, UPI, payments, travel and matchmaking sectors. I have led large, multi-location teams, owned profitability and delivery metrics, and delivered end-to-end transitions that reduced costs and improved service quality.

As a global training and operations leader, I design and deliver standardized, culturally adapted learning programs, lead train-the-trainer initiatives, and use data to improve performance and CSAT. I excel at stakeholder engagement, escalation management, process optimization, and developing people through coaching, competency assessments and targeted learning interventions.

Experience

Work history, roles, and key accomplishments

Manager Information Services

VFS Global

Feb 2023 - Oct 2024 (1 year 8 months)

Led the global training function to design and execute standardized soft-skills and process training for contact centers and vendor partners, improving training consistency and service quality across regions.

LMS Soft Skills Vendor Management KPI Analysis Cross Functional Collaboration

Sr. Manager - Personalised Operations

People Interactive Pvt Ltd.

Oct 2018 - Dec 2020 (2 years 2 months)

Headed Personalized Services at Shaadi.com with accountability for a 90+ advisor team, customer deliverables, profitability and process improvements to reduce costs and increase service delivery.

Operations Management Customer Experience Team Leadership Stakeholder Management Process Improvement Quality Assurance Revenue Growth Performance Metrics

Senior Manager - Contact Centre

Hexaware Technologies

Feb 2018 - Oct 2018 (8 months)

Headed end-to-end operations for a domestic payments and UPI platform with 200+ FTEs, managing SLAs, performance metrics and VOC-driven improvements.

UPI SLA Management VOC Analysis Process Optimization Performance Monitoring

Business Manager - Contact Centre

Bharti Airtel

Sep 2007 - Jan 2018 (10 years 4 months)

Managed large-scale partner call center operations (450+ members) and national programs for landline strategy, escalations and written communications, driving process standardization and cost efficiencies.

Partner Management Process Standardization Escalation Management SOP Development NPS Cost Optimization

Team Leader - Non Voice

Bharti Airtel

May 2004 - Jul 2007 (3 years 2 months)

Led AES and non-voice teams handling enterprise mobile and landline services, quality control and operations, progressing from Customer Care Agent to Team Leader.

Team Leadership Quality Control Customer Service Process Adherence Training