Abhishek Singh
Senior Manager
New Delhi
Summary
Results-oriented Leader with over 10+ years of experience in customer support, technical support, B2B sales, specializing in developing and executing sales strategies, team leadership, and performance optimization. Proven track record of driving revenue growth, expanding market share, and enhancing sales operations through data-driven insights and cross-functional collaboration. Adept at building and maintaining strong client relationships while fostering a high-performance culture within sales teams. Skilled in sales process improvement, training, and development, with a focus on continuous learning and operational efficiency.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Senior Operations Manager
Teleperformance India Pvt. Ltd.
Gurugram
2 2023 - Current
- Handled major functions like Retention, Account Management, Small Medium Business, Technical, Upselling and Sales
- Lead and inspired a team of 350 associates along with 2 managers, 4 AMs, 8 supervisors, provided guidance, mentorship, and professional development opportunities, and fostering a high-performance culture, consistently exceeding sales targets by an average of 15% annually. Focused on motivation and fostering a results-driven environment.
- Worked with senior leadership to develop targeted sales strategies that expanded market presence in emerging sectors, resulting in a 18% growth in revenue within the first year.
- Refined the sales pipeline by introducing best practices for lead qualification and follow-ups, increasing lead conversion rates by 12%.
- Implemented weekly performance tracking systems, which enhanced real-time insights and led to quicker adjustments, improving sales effectiveness.
- Strengthened relationships with key clients, handling escalations and ensuring satisfaction, which resulted in a 30% increase in customer lifetime value.
- Conducted regular product and sales training sessions, improving the team's ability to close high-value deals by 20%.
Manager Operation
Teleperformance India Pvt. Ltd.
Gurugram
03.2021 - 02.2023
- Company Overview: Process: Adobe
- Lead and supervised a team of 120 associates along with 2 AMs, 4 team leaders, providing guidance, coaching, and support to achieve performance targets and fostering a positive work environment
- Ensured the smooth and efficient delivery of services to clients, meeting or exceeding established service level agreements (SLAs) and key performance indicators (KPIs)
- Process: Adobe
Assistant Manager
Teleperformance India Pvt. Ltd.
Gurugram
06.2019 - 06.2021
- Company Overview: Process: Adobe
- Managed approximately 4 production Supervisors along with created Nesting SOP for Site
- Encourage TLs to drive performance improvement initiatives and enable to do the same
- Proactively manage client escalations and ensure that deliverables are processed with stipulated time
- Process: Adobe
Team Leader
Teleperformance India Pvt. Ltd.
Gurugram
06.2017 - 06.2019
- Company Overview: Process: Adobe
- As a Supervisor, supervised 20-30 Agent on floor and monitoring and coaching them to deliver high standard of customer service
- Process: Adobe
Sub Matter Expert
Teleperformance India Pvt. Ltd.
Gurugram
06.2016 - 06.2017
- Organized and detail-oriented with strong work ethic.
- Resolved problems, improved operations and provided exceptional service.
- Company Overview: Process: Adobe
- Process: Adobe
Technical Support Associate
Teleperformance India Pvt. Ltd.
Gurugram
06.2015 - 06.2016
- Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.
- Company Overview: Process: Adobe
- Process: Adobe
Education
B.Tech - Mechanical Engineering
MDU
Haryana 07.2010 - 06.2014
High School Diploma -
VNBSSS
Delhi, India 04.2009 - 05.2010
Skills
Projects
Implementing a Lean Six Sigma DMAIC project, DEFINE: Reduce customer call handling time in the process by 20% within 3 months., MEASURE: Collected data and measured the current performance of the process. Identified key metrics such as average call handling time, first-call resolution rate, and customer satisfaction scores., ANALYZE: Collected the data to identify root causes and potential areas for improvement. Used tools like Pareto charts, process flow diagrams, and cause-and-effect analysis to identify bottlenecks and inefficiencies., IMPROVE: Developed and implemented solutions to address the identified issues. This involved process redesign, technology enhancements, training programs., CONTROL: Established measures to sustain the improvements achieved. Monitor key metrics, implement performance tracking mechanisms. Escalation Matrix for callback, This Escalation Matrix is a system within the service automation platform Customer One, that has integrated call back scheduler, that identifies when an inquiry should be escalated and who should handle incidents at each escalation level., It is designed to provide clarity to the problem, reduce wait time, and resolve tickets as per the committed timeline and SLA.
Accomplishments
- Supervised team of 300+ staff members.
- Worked with senior leadership to develop targeted sales strategies that expanded market presence in emerging sectors, resulting in a 18% growth in revenue within the first year.
- Strengthened relationships with key clients, handling escalations and ensuring satisfaction, which resulted in a 30% increase in customer lifetime value
- Created a revenue of ~2M$ for FY'24 through upsell & Cross Sell
- New process set up of acquired business
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementCompany CultureStock Options / Equity / Profit SharingWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Interests
Cricket
Anime
Listening Motivational Audibles
Timeline
Manager Operation
Teleperformance India Pvt. Ltd.
03.2021 - 02.2023
Assistant Manager
Teleperformance India Pvt. Ltd.
06.2019 - 06.2021
Team Leader
Teleperformance India Pvt. Ltd.
06.2017 - 06.2019
Sub Matter Expert
Teleperformance India Pvt. Ltd.
06.2016 - 06.2017
Technical Support Associate
Teleperformance India Pvt. Ltd.
06.2015 - 06.2016
B.Tech - Mechanical Engineering
MDU
07.2010 - 06.2014
High School Diploma -
VNBSSS
04.2009 - 05.2010
Senior Operations Manager
Teleperformance India Pvt. Ltd.
2 2023 - Current
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