GAURAV SINGH
Senior Operations Manager
Delhi,New Delhi
Summary
Senior Operations Leader with 15+ years of experience in BPO, SaaS, and Contact Center operations, managing global service delivery for teams of 500 FTEs. Proven expertise in inbound customer service, SLA management AHT, CSAT, FCR, NPS, and client engagement. Strong track record of: Improving CSAT by 50% and reducing resolution times by 35%, Driving automation that increased productivity by 30%, Consistently exceeding operational KPIs while ensuring financial efficiency. Recognized for building high-performing teams, optimizing large-scale operations, and delivering measurable business growth.
Overview
16
16
years of professional experience
Work History
Senior Manager
Transcom
Gurugram
04.2025 - Current
- Directed customer service and technical support for global clients; managed 300+ FTEs across LOBs.
- Delivered a 30% improvement in CSAT and reduced repeat contact rates by 25% via new SLA frameworks.
- Implemented AI-driven support tools that boosted efficiency by 20%, cutting case resolution time by 3 days.
- Achieved 90% resolution rates on escalations while reducing backlog by 35%.
- Mentored frontline managers and TLs, improving team productivity by 30% and lowering attrition by 15%.
- Partnered with cross-functional teams to drive customer-led improvements, increasing retention by 30%.
- Improved team efficiency by 20% through process reengineering, leading teams to achieve 15 key performance indicators KPIs within the given timeframe.
- Generate automated performance dashboards for leadership, clients, and internal stakeholders with insights into TAT, error rates, and capacity utilization.
Senior Operations Manager
Quatrro Business Support Services
Gurugram
07.2019 - 10.2024
- Designed and implemented strategic planning tools that improved 5 key result areas KRAs, including on-time delivery, quality, and customer satisfaction, by 30% within 9 months.
- Improved operational efficiency by 30% through effective implementation of Automation, resulting in 35% reduction in case closure from 8BD's to 5 BD's.
- Enhanced leadership and team management skills by mentoring and guiding a team of 50 members, resulting in a 15% increase in employee satisfaction and a 90% retention rate.
- Drive process documentation and maintain version control as per change management best practices.
- Improved process efficiency by 25% through 5 process re-engineering initiatives, enabling the team to monitor performance and respond to issues in real-time.
- Collaborate with IT teams and solution architects to map business processes into digital workflows, reducing manual dependencies and turnaround times.
- Established cross-functional alignment through regular meetings and daily calls, resulting in 8 successful product launches and enhanced team collaboration.
- Implemented a structured communication plan to educate employees on the benefits of the new system, resulting in a 90% adoption rate within the first month.
- Achieved a 30% improvement in performance metrics by leading a cross-functional team to define clear KPIs and align departmental objectives with overall strategy, leveraging customer service domain expertise to drive business growth.
- Streamlined remote work processes, reducing the time spent on incident management by 10 hours per week, enabling teams to focus on high-priority tasks and driving innovation and problem-solving.
Technical Lead
Convergys India Pvt Ltd.
Gurugram
12.2015 - 07.2019
- Offered first-level support for hardware and software issues via diverse communication channels, resolving 75% of issues in a timely manner.
- Accurately documented customer interactions and resolutions in the support ticketing system, ensuring seamless tracking and analysis for decision-making processes.
- Effectively managed and resolved 70% of incident tickets within 24 hours of submission, reducing backlog by 40%.
Client Technical Support Associate
Dell Technologies Pvt Ltd.
Gurugram
07.2014 - 12.2015
- Developed and implemented performance tracking and analysis to enhance product knowledge, problem-solving techniques, and effective communication skills, leading to a 40% increase in team confidence and efficiency.
- Improved customer satisfaction ratings by 30% through effective interpersonal and communication skills, leading to a 20% increase in customer retention and significant revenue growth.
Team Leader
Religare Technologies
Gurugram
12.2009 - 04.2012
Education
Master of Business Administration - Operations Management
Suresh Gyan Vihar University
05.2024
Bachelor of Computer Applications - Computer Science
Swami Vivekanand Subharti University
06.2021
Skills
- Operations Re-engineering
- Service Delivery & Operations Management
- Process Improvement and Data Analysis
- Compliance and Procedure Development
- Internal Reporting and Analytics
- Organizational Change Management
- Skill Gap Analysis
- Resource Planning and Work Allocation
- Operational Efficiency & Process Management
- Professional Consultation & Leadership
- Team and People Management
- Stakeholder and Client Engagement
- Customer Experience Enhancement
- Cross-Functional Collaboration
- Training and Mentorship
- Project Management
- Daily Operations Management
- Customer Issue Resolution
- Zendesk
- Symphony Summit
Websites
Skills
Operations Re-engineering, Service Delivery & Operations Management, Process Improvement and Data Analysis, Compliance and Procedure Development, Internal Reporting and Analytics, Organizational Change Management, Skill Gap Analysis, Resource Planning and Work Allocation, Operational Efficiency & Process Management, Professional Consultation & Leadership, Team and People Management, Stakeholder and Client Engagement, Customer Experience Enhancement, Cross-Functional Collaboration, Training and Mentorship, Project Management, Daily Operations Management, Customer Issue Resolution, Zendesk, Symphony Summit
Personal Information
- Title: Sr. Manager
- Availability: Willing to relocate
Timeline
Senior Manager
Transcom
04.2025 - Current
Senior Operations Manager
Quatrro Business Support Services
07.2019 - 10.2024
Technical Lead
Convergys India Pvt Ltd.
12.2015 - 07.2019
Client Technical Support Associate
Dell Technologies Pvt Ltd.
07.2014 - 12.2015
Team Leader
Religare Technologies
12.2009 - 04.2012
Master of Business Administration - Operations Management
Suresh Gyan Vihar University
Bachelor of Computer Applications - Computer Science
Swami Vivekanand Subharti University