Manjeet Singh
Delhi
Summary
Operations Manager with 13 years of experience in enhancing customer experience across various service sectors. Expertise in streamlining operations and leading teams to achieve strategic objectives. Proven ability to implement process-driven solutions that improve efficiency and maintain high service standards. Strong analytical skills and leadership capabilities, with a track record of navigating complex challenges to deliver measurable results.
Overview
13
13
years of professional experience
Work History
Manager (Operations)
Tech Mahindra
Noida
02.2022 - 08.2025
- Managed operations as Operations Manager, leading customer experience team exceeding 300 professionals within leading Indian e-commerce platform, concentrating on Large Category Products segment comprising ACs, washing machines, refrigerators, along with other appliances like furniture and fitness equipment.
- Managed pre-delivery and post-delivery customer interactions, including order tracking and delivery scheduling.
Handled return and refund requests while addressing product-related concerns.
Achieved first-contact resolution to minimize escalations to stakeholders.
Ensured timely responses to customer inquiries, enhancing satisfaction and loyalty. - Coordinated with installation engineers and vendor service providers for timely product installations and de-installations.
Monitored Engineer Portal to ensure effective service delivery.
Assisted customers with scheduling, rescheduling, and follow-up for installation services. - Partner closely with Hub In-charges, Last Mile Delivery Partners, and Warehouse Teams to guarantee seamless delivery, precise order tracking, and immediate resolution of logistics-related challenges including delays, reattempts, or damaged shipments.
- Elevated complex or unresolved cases through internal complaint management systems, tracking resolutions with internal business units or external service partners, guaranteeing customer grievances receive attention within committed SLAs.
- Monitor and enhance key metrics including Customer Satisfaction (CSAT), Resolution Rate, First Contact Resolution (FCR), AHT, Shrinkage, and Attrition, ensuring service quality and process compliance.
- Collaborate with quality and training teams to identify knowledge gaps, facilitate refreshers, and execute SOP enhancements that decrease error rates and improve customer experience.
- Spearhead operations during high-volume periods (e.g., sale events, seasonal spikes), reallocating workloads and resources in real-time to uphold service levels and minimize customer wait times.
- Mentor Assistant Managers and Team Leads, fostering career progression, enhancing employee engagement, and cultivating a culture of ownership and customer-centric thinking.
- Optimized operational efficiency through streamlined processes and implementation of cost-saving measures.
- Developed strategic plans to optimize resource allocation and project timelines.
Assistant Manager (Operations)
Germanium Technologies Ltd.
Moti Nagar
03.2018 - 02.2022
- Managed end-to-end operations for inbound customer service, outbound sales, and lead generation.
- Directed cross-functional teams across insurance, telecom, FMCG, appliances, automobiles, and government sectors.
- Oversaw non-voice processes to enhance productivity and elevate service quality.
- Streamlined operations management to boost efficiency across various industry verticals.
- Resolved policy inquiries and renewals promptly while upselling insurance products effectively.
- Orchestrated lead generation campaigns on Instagram and Facebook to engage potential customers innovatively.
- Ensured consistent quality in customer interactions for high-profile clients such as Kohler, JK Cement, Etc.
- Operated public grievance helplines for multiple government ministries, addressing citizen queries and complaints.
- Coordinated daily operations to ensure efficiency in service delivery.
- Managed team schedules and delegated tasks to optimize workflow.
- Collaborated with cross-functional teams to enhance service quality and customer satisfaction.
- Assisted in training new employees on company policies and procedures.
Sr. Team Leader
Caretel Infotech Ltd.
Naraina
07.2012 - 12.2017
- Managed inbound and outbound customer service operations for Oriental Insurance Company Ltd.
- Addressed inquiries from existing and prospective customers regarding policy details and claims.
- Engaged potential customers through website requests, facilitating insurance policy purchases.
- Supported data verification for National Asset Directory Reforms System, enhancing asset directory digitization.
- Handled inbound support for JK Cement's White Cement Division, resolving customer queries efficiently.
- Coordinated with internal teams to ensure prompt resolution of dealer support issues.
- Provided product information and assisted in completing purchase processes for insurance policies.
- Managed day-to-day operations of the department while ensuring high standards of quality control.
- Mentored junior staff to improve performance and team collaboration.
- Developed strategic plans to streamline operations and optimize resources.
- Analyzed workflow processes to identify areas for improvement.
- Implemented best practices for team efficiency and productivity enhancement.
Education
Bachelor of Arts - Humanities
Himalayan University
Arunachal Pradesh07.2016
Skills
- Project management and coordination
- Customer experience and relationship management
- Process optimization and quality assurance
- Complaint resolution and problem solving
- Operations management and strategic planning
- Cross-functional collaboration and team leadership
- Employee mentoring and staff management
- Performance management and goal setting
- Time management and scheduling
- Business development and administration
- KPI implementation
- Quality assurance
- Project planning
- Resource allocation
- Communication skills
- Team leadership
- Data analysis
Personal Information
- Date of Birth: 09/29/86
- Nationality: Indian
- Marital Status: Married
Languages
English
Proficient (C2)
C2
Hindi
Native
Native
Accomplishments
Awarded 3 Times Best Manager & 2 Time Best Associate Manager
Timeline
Manager (Operations)
Tech Mahindra
02.2022 - 08.2025
Assistant Manager (Operations)
Germanium Technologies Ltd.
03.2018 - 02.2022
Sr. Team Leader
Caretel Infotech Ltd.
07.2012 - 12.2017
Bachelor of Arts - Humanities
Himalayan University