Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Menka Singh

Menka Singh

Bangalore

Summary

Diligent professional with many years of experience maintaining seamless business operations. Smoothly administers budgets, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Exceptional skills in inventory management, loss prevention, and vendor negotiation.

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Veteran Program manager bringing many years of business operations experience. Adept at leading projects from development to delivery. Effective people manager and big-picture thinker.

Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

24
24
years of professional experience

Work History

Zonal Manager ( DVP )

CPP India
Bangalore
04.2017 - Current
  • Directed vendor management initiatives for the South India region.
  • Oversee compliance tracking, control acquisition expenses, and manage cost to revenue. Maintained high-quality standards consistently.
  • Contributed to streamlined manpower acquisition. Strengthened connections with stakeholders through effective communication.
  • Identified potential expansion sites within the region based on market research data.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Monitored daily sales reports from stores within the zone to identify trends or irregularities that need attention.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Assigned work and monitored performance of project personnel.
  • Devised incentives schemes for employees in order to motivate them towards achieving organizational goals.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

Senior Manager - Operations

Intelenet
Bangalore
06.2015 - 07.2016
  • Monitored compliance with industry regulations and company policies to mitigate risk.
  • Collaborated with external vendors to negotiate contracts that met company requirements while minimizing costs.
  • Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
  • Implemented process improvements to increase operational efficiency and reduce costs.
  • Produced thorough, accurate and timely reports of project activities.
  • Provided strategic direction to departmental heads regarding resource allocation decisions.
  • Delegated work to staff, setting priorities and goals.
  • Mediated conflicts between employees and facilitated effective resolutions to disputes.
  • Analyzed business performance data and forecasted business results for upper management.
  • Monitored competitor activities to anticipate changes in the industry landscape and design appropriate response measures.
  • Leadership role in planning annual budgets for each department based on forecasted sales volumes.

Manager Operations

Serco Ltd
05.2012 - 08.2014
  • Establish and implement departmental policies, goals, objectives, and procedures
  • Creating, managing and analyzing performance data and other information
  • Ensuring that capacity and capability are continually planned
  • Encouraging, identifying and developing best practice strategy
  • Ensuring compliance to all Environmental Health & Safety goals & objectives
  • Producing Operations manuals which define how the business is to be run
  • Working closely with the transition Manager, Financial Manager, Facilities Manager, IT Manager & HR

Cluster Head

Net Ambit Infosource & E-services Pvt Ltd
07.2011 - 04.2012
  • Worked with Net Ambit Limited, Bangalore – India as cluster Head Operations, managing the financial services Sales with a span of 70 agents, 9 Team Leaders and 2 managers
  • Reporting to Vice President directly
  • Keen planner, strategist and implementer with demonstrated abilities in accomplishing business growth on a consistent basis
  • In depth understand of business processes and structured methodologies being practiced in Industry
  • Accountable for controlling attrition, managing shrinkage and ensuring optimum revenue
  • Knowledge of complete setting up a program from end to end
  • I also co-ordinate with the back end team and check the issuances of the picked policies from the various principal companies
  • If required speak to customers as well as principle companies to correct discrepancies and problems if any
  • I handle Karnataka / Andhra and Tamilnadu markets, based out of Bangalore
  • Keeping the team motivated, ensuring less number of attrition, conversion of leads, efficiency per work station etc are part of my KRA

Manager Operations

Aegis Ltd
01.2009 - 07.2011
  • Worked with Aegis Limited, Bangalore – India as Manager Operations (Managing 2 Processes), handling Outbound Sales and Upgrade programs with a span of 150 agents, 5 Team Leaders and 4 Verifiers
  • Reporting to Senior Manager directly
  • Keen planner, strategist and implementer with demonstrated abilities in accomplishing business growth on a consistent basis
  • In depth understand of business processes and structured methodologies being practiced in Industry
  • Accountable for controlling attrition, managing shrinkage and ensuring optimum revenue
  • An effective communicator with excellent interpersonal and client relationship management skills
  • Knowledge of complete setting up a program from end to end

Manager-Operations

Tag Space Outsourcing Pvt Ltd (Associate of Barclays Credit card)
05.2007 - 12.2008
  • Leading a team of 44 members consists of 2 team leaders, 30 callers, 10 docs executive, 1 doc’s coordinator, 2 backend coordinator
  • Team was responsible for sales and debt collection for South (Bangalore) region
  • Review of agent performance, appraisals, and Floor management and break management
  • Monitoring productivity and providing consistent and timely feedback
  • Appraising the team members against set goals & develop them to assume greater responsibilities
  • Review individuals on performance improvement plan or disciplinary action to ensure that they are meeting previously discussed expectations
  • Weekly coaching and monitoring, providing constructive feedback on areas of development
  • Assessments for new starts before going live on calls
  • Assisting Team Manager with managing schedules, attendance, floor report and shift extensions
  • Planning performance management targets for agents
  • Prepare and maintain performance reports
  • Reduction in unplanned Absenteeism
  • Maintaining the approval rate so that the cost is in control

Team Leader - Operations

Optimus (A Polaris Company)
07.2006 - 12.2006
  • Worked for a mobile process of UK (Outbound) where we call the existing mobile customers and upgrade their contract
  • Was managing a call floor along with other team members
  • Thus, taking care of the full-fledged reporting structure that needs to go to the higher management along with relevant details and data
  • Also working on target fixing in coalition with the client, maintaining the quality part by applying CTQ’s in the calls
  • Apart from the front-end operations, also took care of the entire Back Office for the process, which includes keeping a track of every sale, right from uploading to receiving the payment for it and many more things in between
  • Taking care of client reports, client interaction with reference to product updates and analyzing the data in order to improve the productivity

Team Leader - Operations

Vanguard Info Solutions Pvt. Ltd
08.2004 - 07.2006
  • Handled a team of 18 members to start with
  • Identified to be the best team leader in the company in terms of productivity and team management and rewarded with the best hike in salary
  • A part of all the training programs and client interactive sessions
  • Complete knowledge about the products and the SLAs
  • Escalations with over 90% conversions
  • Was given the responsibility of handling the top callers to increase productivity
  • Keep management proactively informed of events/ issues that impact performance
  • Maintained agent’s sales and after sales reports
  • Provided feedback and coaching to agents whenever necessary with high degree of success rate
  • Have achieved over 100% target for 8 months in a row
  • Train new agents and help them to perform - Tell me, Show me and Let me principle

Tele Marketing Executive

Vanguard Info Solutions Pvt. Ltd
12.2003 - 07.2004
  • Always exceeded the stipulated target with high quality ratings
  • Was the first person in the campaign to achieve 350 sales
  • Awarded the best revenue generator for the company
  • Handled a team of five OJTs to ensure that they come up the learning curve

Technical Support Executive (Inbound Email Support)

Dell International
05.2001 - 04.2002
  • Achieved the customer’s goals while maintaining all the service level agreements and exceeded expectations
  • Achieved the monthly targets consistently by meeting the Service level agreements and helped company build brand name

Education

High School Diploma -

Dayanand Sagar
Bangalore
01-1993

Skills

  • Client Relations Management
  • Team Development
  • Team Empowerment
  • Employee Coaching
  • Constructive Feedback
  • Analysis Reporting
  • Financial Efficiency Initiatives
  • Employee Growth Facilitation
  • Efficiency Management
  • Expense Tracking and Analysis
  • Building Professional Connections
  • Workflow Improvements
  • Monitoring Performance Metrics
  • Performance Enhancement
  • Business strategy
  • Scheduling and coordinating
  • Budget adherence
  • Sales operations

Languages

  • English
  • Hindi
  • Kannada
  • Punjabi
  • Tamil

Timeline

Zonal Manager ( DVP )

CPP India
04.2017 - Current

Senior Manager - Operations

Intelenet
06.2015 - 07.2016

Manager Operations

Serco Ltd
05.2012 - 08.2014

Cluster Head

Net Ambit Infosource & E-services Pvt Ltd
07.2011 - 04.2012

Manager Operations

Aegis Ltd
01.2009 - 07.2011

Manager-Operations

Tag Space Outsourcing Pvt Ltd (Associate of Barclays Credit card)
05.2007 - 12.2008

Team Leader - Operations

Optimus (A Polaris Company)
07.2006 - 12.2006

Team Leader - Operations

Vanguard Info Solutions Pvt. Ltd
08.2004 - 07.2006

Tele Marketing Executive

Vanguard Info Solutions Pvt. Ltd
12.2003 - 07.2004

Technical Support Executive (Inbound Email Support)

Dell International
05.2001 - 04.2002

High School Diploma -

Dayanand Sagar

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