Summary
Overview
Work History
Education
Skills
Certification
CRMs & Dashboards
Awards, Recognitions & Honours
Timeline
Generic

Abhay Singh

Hyderabad

Summary

Seasoned professional in general and CS operations management with comprehensive experience leading teams, optimizing processes, CX Strategy management and implementing cost-effective strategies. Skilled in strategic planning, staff development, and operational efficiency, consistently improving workflow and reducing costs. Proven track record of enhancing overall business performance through effective leadership and innovative problem-solving.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Vice President- Service Excellence (Operations)

Intangles Lab
Pune
04.2024 - Current
  • Leading global command center Operations, Service Excellence, and CX enabled initiatives for the world's leading Digital Twin Fleet Intelligence set up.
  • Driving North Star metrics, including NPS, CSAT, Renewals, and Engagement, verticals added on to process/product automation initiatives.
  • Managing cross functional teams and stakeholders, both internal and external (after-market and OEMs) in sync with our mobility IoT and Predictive AI services.
  • Spearheading efforts to enhance customer service processes while maintaining quality assurance standards.
  • Improving profitability by accurately maintaining P&L to meet prime fiscal responsibility.

Director- Operations

ApnaTime Tech Pvt Ltd.
Bangalore
06.2022 - 04.2024
  • Managed global Support Ops & Product enabled initiatives led to achieve an annual business revenue of USD 25 million+
  • Led auto activation drives across Ops, along with product/tech efforts, to reduce manual efforts by 70-80% and hence improve ROI MoM in terms of cost/activation reduced.
  • Scaled new employer onboarding/conversion from 40% to over 80% within 6 months with less than 2% QC errors by Ops, QC, and product-enabled initiatives.
  • Developed and implemented operational strategies to improve efficiency and reduce costs.

Associate Director- Operations & Customer Experience

Freecharge Payment
Bangalore
12.2021 - 04.2022
  • Scaled NPS/CSAT by 18% in 3-4 months along with overall CPS reduction by 0.75, refund CPS by 0.5 by CS Operations drive and process automations initiatives (chat + email BOT)
  • Simplified the Transaction History View (THV) and Single Agent View (SAV) for reducing process AHT by 5-10% and further improving user experiences and NPS which helped earn an annual revenue of > USD 34 million+
  • Optimized the existing chatbots to improve their coverage by 65% and reduce ticket volume by approximately 55%.
  • Liaised with product and development stakeholders to launch an email bot to intercept approximately 6k emails per month, further reducing ticket volume by 12%.
  • Improved the TAT by 85%, and for entering PCNs in the Customer portal, helped standardize the entire end-to-end process, which further resulted in 'zero defects' with improved response lead time to 75%.
  • Developed training programs for existing staff members as well as new hires.
  • Monitored budgeting, forecasting, planning and reporting activities of the department.

Associate Director- Operations

WhitehatJr
Hyderabad
07.2020 - 12.2021
  • Scaled multiple international projects from 0-1 with a focus on OKRs and target deliverables across tutor training, global supply, RM management, quality audit compliance for both B2B and B2C verticals.
  • Improved team performance by ~25%, as measured by key metrics such as employee satisfaction, retention rate, and renewals.
  • Maintained a >90% student satisfaction rating with the curriculum and teaching methodology.
  • Increased student retention rate by approximately 20%.
  • Reduced operational costs by 15% through process improvement and automation.
  • Successfully implement X joint initiatives with other departments to achieve company goals.
  • Was a part of major process implementations including transition from Zoom to Twilio platform that further helped improve Student rating by +1 and app store rating (by 0.5).

Associate Vice President- Operations & CX

Rehlat.com
Hyderabad
12.2016 - 03.2020
  • Driven, robust global process measures in Ops management, including Quality, Training, and product automations, to enhance customer retention by 50% and NPS/CSAT by 15-20% in a span of 3-4 months.
  • This further led to achieve an annual revenue exceeding USD 10 million+
  • Managed support teams to scale business annual revenues to $2 million though ticket service charges collection and back-end recovery of no-show tickets drive
  • Scaled process metrics to improve the OTA rankings in the MENA region from top 20 mark to top 3 by the year 2020.

Lead- Operations

247-Inc
Bangalore
07.2016 - 11.2016
  • Managed UK/Ireland market CS support function for Expedia, ensuring best process metrics such as FCR, FRT, AHT, CSAT, and SLA.

Team Developer - Operations

AON Hewitt
Gurugram
03.2015 - 06.2016
  • Managed support teams for client Amazon.com (US) Absence Management process
  • Ensured 100% of claims redressal as a Claims Manager

Process Associate- CS Operations

IGT Solutions
04.2013 - 02.2015
  • Worked for client Expedia for APAC market for its after-sales support function
  • Delivered best success metrics to ensure enhanced CSAT and Quality standards with minimal escalations.

Sr Executive- CS Operations

Intelenet Global Solutions
10.2009 - 09.2011
  • Worked for a travel process as a sales support associate for our US, UK, EMEA, and LATAM region clients: Orbitz, Cheaptickets, and eBookers.
  • Resolved customer inquiries and complaints requiring management-level escalation.

Education

MBA - Human Resources Management

SMUDE
Jamshedpur

Bachelor of Science - Physics

Jai Prakash University
Bihar

Skills

  • Operations Management
  • Customer Service
  • Client Relationship Building
  • P&L Management
  • Mergers and Acquisitions
  • Metrics Tracking
  • Customer Experience & Engagement
  • Data Analysis
  • Process Improvement & Automations
  • Product Management
  • Complex Problem-Solving
  • Decision-Making
  • Results-Driven
  • Thought Leadership
  • Performance monitoring & evaluation
  • Training and mentoring
  • CRM Software
  • Relationship Building
  • Strategic Planning
  • OKRs and KPIs
  • Clients & Stakeholder Management
  • Coaching and Mentoring
  • Cross-functional team leadership
  • Innovation management
  • Recruiting and Hiring
  • Performance monitoring

Certification

  • Certified Freshdesk (Freshworks) CRM Product Expert, Freshworks Inc, USA
  • PMP certification by Udemy
  • Agile Project Management & Delivery (Scrum Master) Certification by Udemy
  • Lean Six Sigma certification by Udemy
  • Six Sigma Black belt certification by Udemy
  • Bitcoins & Blockchain Methodology by Udemy

CRMs & Dashboards

  • CRM Systems: Salesforce, Zendesk, Freshdesk, Zoho, Kaleyra, Talkdesk, Salesken
  • Help Desk Software: Freshdesk, Freshchat, Zendesk, Wolken, Vesta
  • Communication Tools: Expertise in email, phone, and live chat global support
  • Data Analysis: Ongrid, Karza, Retool, Whimsical, Google data studio, Mixpanel, Metabase, Power BI
  • Project Management: Asana, Trello, JIRA

Awards, Recognitions & Honours

  • Awarded the "Hall of Fame" award within 2 months of driving & scaling the US Tutor supply, recruitment and training international pilot process and meeting given targets & OKR's within deadline at WhitehatJr.
  • Awarded "Outstanding contributor of the Year" & "Performance Excellence" for 2017- '18 at Rehlat.
  • Awarded "Best Manager" under the leadership awards category for 2018-'19 at Rehlat.

Timeline

Vice President- Service Excellence (Operations)

Intangles Lab
04.2024 - Current

Director- Operations

ApnaTime Tech Pvt Ltd.
06.2022 - 04.2024

Associate Director- Operations & Customer Experience

Freecharge Payment
12.2021 - 04.2022

Associate Director- Operations

WhitehatJr
07.2020 - 12.2021

Associate Vice President- Operations & CX

Rehlat.com
12.2016 - 03.2020

Lead- Operations

247-Inc
07.2016 - 11.2016

Team Developer - Operations

AON Hewitt
03.2015 - 06.2016

Process Associate- CS Operations

IGT Solutions
04.2013 - 02.2015

Sr Executive- CS Operations

Intelenet Global Solutions
10.2009 - 09.2011

MBA - Human Resources Management

SMUDE

Bachelor of Science - Physics

Jai Prakash University

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Abhay Singh