Anand Singh

Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
Identified cost improvement changes and cost savings plans to increase company savings.
Implemented and developed operational standards, policies and procedures.
Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
Gathered and analyzed large amounts of data to determine improvement projections.
Created and managed project plans, timelines and budgets.
Helped meet changing demands by recommending improvements to business systems or procedures.
Devised and implemented processes and procedures to streamline operations.
Conducted regular reviews of operations and identified areas for improvement.
Evaluated staff performance and provided coaching to address inefficiencies.
Analyzed project performance data to identify areas of improvement.
Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
Monitored project progress, identified risks and took corrective action as needed.

Fixed identified issues to increase productivity and boost workflows

Mentored and coached team members on QA topics and strategies.
Developed reports and materials for key stakeholders related to quality goals, progress and challenges.
Evaluated employee performance on Half yearly basis and coached and trained 15 -20 team members, increasing quality of work and
employee motivation.
Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
Aligned team goals and objectives with organizational strategy, aiding business growth.
Established performance goals for employees and provided feedback on methods for reaching those milestones.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Implemented training programs to maximise team member development and potential.
Analyzed team performance data to provide meaningful insights, enabling informed decision making.
Delivered regular team meetings for aligned work towards common goals.
Streamlined and monitored quality programs to alleviate overdue compliance activities

Completed process migration for Affinity & Workplace Risk Business from Melbourne, Australia to Mumbai, India.
Completed end to end process migration which included process as in, process as is, system migration, training of new team members,
coaching & maintaining progress reports.
Applied coaching techniques and tools to support managers and team members in improving performance.

Determined quality department standards, practices, and procedures.
Scheduled and chaired quality review meetings to review effectiveness of performance, mitigating risk, improving throughput and achieving customer satisfaction.
Developed new and improved training programs
Delivered robust training courses via classroom and e-learning programs.
Developed job-specific competencies and performance standards.
Created and oversaw Process training programs for operations. Analyzed and evaluated training effectiveness and program outcomes.
Trained and mentored more than 50 new personnel hired to fulfill various roles.
Provided coaching and mentoring to new joiners & bottom quartile associates .
Identified workers with specific skill sets to recommend for promotions or raises, increasing internal hiring.
Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.

Resolved customer service issues using company processes and policies and provided updates to customers.
Escalated issues to proper supervisors when standard processes were not effective.
Engaged clients in person and over phone to answer questions and address complaints.
Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to
diverse customer questions.
Coached new team members on service techniques and provided scoring through quality assurance program.

Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
Promoted as OJT Coach of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations