Summary
Overview
Work History
Education
Skills
Timeline
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Chandni Singh

Noida

Summary

Results-driven Service Delivery & Quality Leader with 14+ years of progressive experience in service delivery, operations management, quality assurance, and people leadership across insurance, health, and customer service domains. Proven track record of leading large teams, driving process excellence, implementing automation, and delivering measurable business outcomes. Adept at stakeholder management, client delivery, and building high-performance teams to achieve strategic goals.

Overview

11
11
years of professional experience

Work History

Service Delivery Manager

AON
Noida
12.2024 - Current
  • Spearheaded service delivery for EMEA Health clients, achieving 100% SLA compliance and higher client satisfaction.
  • Led and coached a team of 15, improving productivity by 20% through performance-driven management and structured feedback.
  • Streamlined HRIS & employee data management, reducing errors by 15% via audits and standardization.
  • Partnered with cross-functional teams for seamless client implementations, achieving zero escalations during go-live.
  • Drove automation and process optimization, saving time and boosting operational efficiency.
  • Acted as primary escalation point, resolving complex client issues and preventing repeat errors.
  • Delivered accurate reporting & insights to senior leadership, supporting data-driven decisions.

Team Leader

Innova Solutions
Noida
11.2023 - 11.2024
  • Directed a team of 12, ensuring operational excellence and alignment with business objectives.
  • Designed and delivered training programs (e-learning, workshops, hands-on) that improved onboarding effectiveness and team capabilities.
  • Analyzed team performance metrics, driving data-based improvements in productivity and accuracy.
  • Fostered a positive work culture through mentoring, coaching, and continuous feedback.
  • Collaborated with other departments to execute cross-functional projects seamlessly.

Senior Quality Analyst

Innova Solutions
Noida
05.2019 - 10.2023
  • Conducted quality audits and process assessments, identifying gaps and implementing corrective actions.
  • Developed quality standards and metrics to ensure compliance with company and regulatory requirements.
  • Provided detailed trend and root-cause analysis reports to senior leadership, driving process improvements.
  • Supported training initiatives, equipping teams with best practices in quality assurance.

Senior Quality Analyst

EXL Service
Noida
05.2018 - 04.2019
  • Audited US insurance processes (claims, policy issuance, customer service), ensuring compliance with regulations.
  • Delivered training programs on US insurance practices, claims processing, and cultural norms, improving accuracy and integration.
  • Prepared quality documentation, process maps, and reports for senior management.

Assistant Manager

Teleperformance
Indore
10.2017 - 04.2018
  • Supervised a 20-member quality team, enhancing performance through structured monitoring and feedback.
  • Developed call quality monitoring frameworks, boosting customer satisfaction scores.
  • Managed escalations and implemented corrective measures to prevent repeat customer issues.
  • Designed and delivered training on effective communication, problem resolution, and call handling techniques.

Senior Quality Associate

Metlife
Jaipur
09.2014 - 09.2017
  • Conducted audits of insurance claims and applications, improving accuracy and risk mitigation.
  • Collaborated with claims teams to implement corrective actions and continuous improvement programs.
  • Assisted in quality assurance framework development and trained employees on standards and best practices.
  • Partnered with trainers and SMEs to ensure delivery of high-quality training content.

Education

Bachelor of Computer Applications - Computer Applications

Rajasthan University
Jaipur
07-2014

Skills

  • Service Delivery & Client Management
  • Leadership & People Development
  • Process Excellence & Automation
  • Quality Assurance & Compliance
  • KPI Development & Performance Management
  • Cross-functional Collaboration
  • Stakeholder Engagement & Escalation Management
  • Training Program Design & Delivery

Timeline

Service Delivery Manager

AON
12.2024 - Current

Team Leader

Innova Solutions
11.2023 - 11.2024

Senior Quality Analyst

Innova Solutions
05.2019 - 10.2023

Senior Quality Analyst

EXL Service
05.2018 - 04.2019

Assistant Manager

Teleperformance
10.2017 - 04.2018

Senior Quality Associate

Metlife
09.2014 - 09.2017

Bachelor of Computer Applications - Computer Applications

Rajasthan University

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Chandni Singh