Anand Singh
Workflow Lead -Google
Hyderabad,Telangana
Summary
Team Lead with over 7 years of successful experience in Change Management • Cost Control • Service Quality Improvement • Productivity Improvement • Conflict Resolution • Revenue Growth • Business Operations• Cross cultural Clients & People Management Risk management & Performance. Recognized as Best Team Lead twice for performance excellence and contributions to 2 TRT baseline studies & 1 volume automation project, leading to 4% improvement in time metrics and 40% of FTE benefit for project within 2 months by automating 15% of incoming volumes.
Overview
2
2
Certifications
14
14
years of post-secondary education
7
7
years of professional experience
Accomplishments
●Led the team of 20 by directing daily operations focused on attainment of key business metrics, non-stop improvement initiatives main to TRT improvement by 23% on Email and 31% on RT channels with CSAT and Quality being steady above 95% mark (Awarded Best Team Lead - Mar'18) - Accenture
● Planned and executed process improvement projects in the team, resulting in improvement of 3% in CSAT metrics and 7% improvement in timeliness metrics in 2 months for Campaign Manager Team, Google. (Awarded Best Team - Jan'19)
● Expanded business scope with addition of two SOW and FT benefit of 40% for Ads Billing team, Google. (Awarded Best Team & Best Team lead- Aug'19)
Certification
PMP® Certification Training Course
Work History
Workflow Management Lead
Google Operation Center
Hyderabad, India, Telangana
05.2020 - Current
- Led TRT Baseline study for top tier clients and analyzed data to identify opportunities for improvement in TRT metrics by 4% in a week.
- Stepped up leading APAC market independently and took on additional job duties during unexpected backlog, resulting in meeting project target by an improvement of 4% in CSAT metrics, 7% in TRT metrics and 12% in quality metrics in a quarter time.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills.
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
Team Lead
Accenture
Hyderabad, India
03.2018 - 04.2020
- Planned and executed process improvement projects in the team, resulting in improvement of 3% in CSAT metrics and 7% improvement in timeliness metrics in 2 months, Campaign Manager-Google.
- Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills with 0% Attrition rate.
- Developed and deepened relationships with customers, vendors and internal stakeholders.
Digital Marketing Specialist
Accenture
Hyderabad, India
03.2015 - 03.2018
- Oversaw numerous social media campaigns, including creating and deploying content, engaging with target audiences and boosting reach with strategic ad placements.
- Provide guidance and consultative technical expertise to front line General Support and DFA Service Relationship Managers (SRMs) and Technical account manager (TAM).
- Partner with cross-functional teams including General Support, Escalation Management, Sales and Engineering to ensure timely and high-impact results for your clients.
- Work closely with Sales, Technical & Engineering teams and help customers to setup the Campaigns and help them grow their business.
Business Development Executive
B4B IT Solutions
Hyderabad, India
05.2014 - 03.2015
- Directed coordination of all implementation tasks involving third party vendor partnerships, as well as providing regular consultation to clients on system implementation.
Education
PGDBA - International Marketing
Symbiosis Institute of Management
06.2015 - 09.2017
B.Tech - Computer Science, Management
Hyderabad Institute Of Technology
01.2003 - 06.2014
Skills
Operations management
Coaching and mentoring
Strategic planning
Business planning
Project planning and development
Advanced Problem Solving
Data Analysis
Project Management
Verbal and written communication
Performance Evaluations
Leadership
Change Management
Large Client relationship & retention
Risk management & Performance
Cost Control
Priority management
Quality control
Microsoft Office proficiency
Multitasking abilities
Delegation
Recruitment
Analytical skills
Timeline
Workflow Management Lead
Google Operation Center
05.2020 - Current
Team Lead
Accenture
03.2018 - 04.2020
PGDBA - International Marketing
Symbiosis Institute of Management
06.2015 - 09.2017
Digital Marketing Specialist
Accenture
03.2015 - 03.2018
Business Development Executive
B4B IT Solutions
05.2014 - 03.2015
B.Tech - Computer Science, Management
Hyderabad Institute Of Technology
01.2003 - 06.2014