Abhinav Singh
Assistant Manager
Lucknow
Summary
Results-driven Operations Manager with a proven track record at Startek in scaling teams, driving quality, and enhancing customer experience. Successfully expanded team headcount from 26 to 72 associates within one year while maintaining 0% attrition during the initial onboarding quarter. Leveraging data-driven coaching and performance monitoring, elevated Seller Satisfaction scores from 65% to 80% alongside substantial improvements in overall quality metrics.
Overview
2
2
Languages
5
5
years of professional experience
Work History
Assistant Manager
Startek
2026.06 - Current
- Oversee a team of Seller Support Associates and Team Leads, ensuring roster adherence, SLA compliance, and smooth workflow.
- Coordinate shift schedules, break management, and shrinkage to maintain queue coverage during peak seller operational hours.
- Acted as the point of escalation for high-priority seller complaints, catalog disputes, or policy violations.
Team Lead
Startek
2022.11 - 2026.06
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Increased SSAT (Seller Satisfaction) scores from 65% to 80% within 4 months by implementing a new peer-review coaching system.
- Modeled commitment to excellence, professionalism, and adherence to company values for the team.
Subject Matter Expert
Startek
2022.03 - 2022.11
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Customer Service Representative
Startek
2021.02 - 2022.03
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Bachelor of Arts -
Chhatrapati Shahu Ji Maharaj University
Kanpur, India05.2025
Intermediate -
JSP Inter College
Bahraich, Uttar Pradesh05.2020
Skills
Operations management
Performance monitoring
Process improvement
Customer focus
Product management
Timeline
Assistant Manager
Startek
2026.06 - Current
Team Lead
Startek
2022.11 - 2026.06
Subject Matter Expert
Startek
2022.03 - 2022.11
Customer Service Representative
Startek
2021.02 - 2022.03
Bachelor of Arts -
Chhatrapati Shahu Ji Maharaj University
Intermediate -
JSP Inter College