AMRITA SINGH
Manager Operations
Lucknow,UP
Summary
Dynamic Operations Manager with a proven track record at Startek, excelling in performance monitoring and Seller support. Spearheaded initiatives that enhanced process quality and fostered teamwork, resulting in improved operational efficiency. Adept at problem-solving, I developed strategies that significantly elevated customer satisfaction and employee engagement.
Overview
15
15
years of professional experience
Work History
Operations Manager
Startek
04.2022 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
Operation Assistant Manager
Startek
03.2021 - 03.2022
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
Quality Lead
Startek
10.2015 - 02.2021
- Promoted teamwork and collaboration within the Quality team, leading to increased productivity and overall job satisfaction.
- Led a team of quality inspectors to ensure consistent adherence to industry standards and company policies.
- Improved product quality by implementing strict quality control measures and conducting regular inspections.
- Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.
Quality Specialist
Startek
03.2012 - 09.2015
- Maintained up-to-date knowledge on relevant regulations within the industry, ensuring company practices remained compliant at all times.
- Conducted detailed root cause analyses following any non-conformance events, leading to swift identification and mitigation of potential risks.
- Analyzed data from various sources to identify trends impacting product quality, making strategic recommendations for improvements based on findings.
Associate
Startek
11.2010 - 02.2012
Education
Bachelor of Arts -
Chhatrapati Shahu Ji Maharaj University
Kanpur, India 04.2001 -
Skills
Operations management
Timeline
Operations Manager
Startek
04.2022 - Current
Operation Assistant Manager
Startek
03.2021 - 03.2022
Quality Lead
Startek
10.2015 - 02.2021
Quality Specialist
Startek
03.2012 - 09.2015
Associate
Startek
11.2010 - 02.2012
Bachelor of Arts -
Chhatrapati Shahu Ji Maharaj University
04.2001 -
Professional achievements
- Strategic Project Management: Spearheaded a premium e-commerce portfolio, scaling the operation from a pilot phase into a high-performance Line of Business (LOB) with a headcount exceeding 100+ associates.
- Operational Excellence: Consistently optimized Customer Satisfaction (CSAT/SSAT) and Resolution TAT, ensuring peak service delivery and operational agility.
- Business Expansion & Onboarding: Orchestrated the successful launch and integration of 3+ new LOBs and 3 strategic pilot projects, expanding the organizational footprint.
- Market Benchmarking: Secured and maintained the #1 Rank among all partners, consistently outperforming vendor benchmarks.
- Succession Planning & Talent Development: Cultivated a robust internal talent pipeline, achieving a 90% internal promotion rate for leadership positions through dedicated mentorship and grooming programs.