Abhinay Singh
Strategy And consulting
Ghaziabad,UP
Summary
Strategic and visionary Digital Transformation Leader with 12+ years of experience delivering enterprise-wide transformation programs across Telecom, BPO, and Consulting sectors. Expert in AI/ML, RPA, Automation, Cloud (AWS & Azure), and Customer Experience Optimization, with a proven track record of leading multi-million-dollar digital initiatives that drive revenue growth, operational efficiency, and superior outcomes. Recognized for aligning cross-functional stakeholders, building high-performing teams, and translating emerging technologies into measurable business impact. Highly driven General Manager successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in highly competitive environment. Customer-oriented general manager with several years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen.
Overview
12
12
years of professional experience
1
1
Certification
Work History
General Manager - Digital Strategy & Transformation
iSON Xperiences
Noida
10.2022 - 08.2025
- Designed and executed the digital transformation roadmap across multiple contact centers.
- Implemented RPA, Chatbots & AI tools, improving TAT by 40% and CSAT by 25%.
- Introduced voice AI & analytics, achieving 30% higher lead conversions.
- Partnered with CXOs to build a digital-first culture and agile delivery model.
- Oversaw budgets, vendor partnerships, and enterprise change management.
- Led operational strategies to enhance customer experience and service delivery.
- Managed daily operations, ensuring adherence to company policies and standards.
- Developed training programs for staff, promoting skill enhancement and team collaboration.
- Coordinated cross-functional teams to optimize resource allocation and workflow efficiency.
Business Consultant - Telecom & BPO Strategy
Tech Mahindra Business Services
Noida
04.2019 - 10.2022
- Led digital transformation initiatives for India's leading telecom brand.
- Rolled out omnichannel automation (email bots, voicebots, AI-based MIS & quality control).
- Reengineered onboarding & support, driving 20% revenue growth.
- Consulted senior stakeholders on customer lifecycle management & upsell opportunities.
Process Excellence Executive
Pisces eServices Pvt. Ltd.
10.2018 - 12.2018
- Reduced inefficiencies by 18% via process reengineering and lean SOPs.
- Enhanced client acquisition timelines by introducing optimized workflows.
Business Excellence Consultant
British Telecom Plc
Gurgaon
08.2015 - 05.2018
- Developed enterprise transformation blueprints aligned with corporate goals.
- Managed cross-border business cases and supported change adoption programs.
- Conducted financial and ROI analyses for investment prioritization.
Process Excellence Manager
Genpact
Gurgaon
03.2015 - 07.2015
- Drove end-to-end process improvements, enhancing delivery KPIs.
- Built scalable SOPs and central knowledge repositories.
Fraud Analyst - Revenue Assurance
Aegis Ltd.
Noida
09.2013 - 02.2015
- Built forecasting models and performed variance analysis to identify revenue leakages.
- Strengthened data integrity and financial assurance frameworks.
Education
B.Tech - Aerospace Engineering
Dr. A.P.J. Abdul Kalam Technical University (AKTU)
Babu Banarsi Das National Institute Of Technology 01.2013
Skills
- Digital Transformation Strategy & Execution
- AI
- ML
- RPA
- Chatbots
- Voicebots Deployment
- Business Consulting
- Pre-Sales Enablement
- Customer Experience (CX) Optimization
- Cloud Integration (AWS, Azure)
- Data-Driven Decision Making
- Analytics
- Project Management
- Change Management
- PMP
- Scrum
- Process Excellence
- Hyperautomation
- Budgeting
- P&L
- Vendor management
- digital transformation
- process automation
- customer experience
- change management
- data analytics
- omnichannel strategy
Languages
- English, Fluent
- Hindi, Fluent
Selected Achievements
- Spearheaded a multi-million-dollar AI transformation in contact centers.
- Delivered 35% cost reduction via hyper-automation and process excellence.
- Built pre-sales enablement tools that boosted conversion pipelines by 30%.
- Recognized for building cross-cultural teams and delivering high stakeholder satisfaction.
Certification
- BB certified
- GB certified
- ITIL V4 certified
- Scrum
- PMP
Timeline
General Manager - Digital Strategy & Transformation
iSON Xperiences
10.2022 - 08.2025
Business Consultant - Telecom & BPO Strategy
Tech Mahindra Business Services
04.2019 - 10.2022
Process Excellence Executive
Pisces eServices Pvt. Ltd.
10.2018 - 12.2018
Business Excellence Consultant
British Telecom Plc
08.2015 - 05.2018
Process Excellence Manager
Genpact
03.2015 - 07.2015
Fraud Analyst - Revenue Assurance
Aegis Ltd.
09.2013 - 02.2015
B.Tech - Aerospace Engineering
Dr. A.P.J. Abdul Kalam Technical University (AKTU)
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