Summary
Overview
Work History
Education
Accomplishments
Timeline
Skills
Interests
Disclaimer
AdministrativeAssistant
Nadhiya Singh

Nadhiya Singh

Team Leader (Operations)
Bengaluru

Summary

Having almost 14+ years of experience, rounding off a full circle of life in the field of Business, financial services & e-commerce have succumbed to the world of numbers, digressive learning and by all means climbing up the corporate ladder. Integrity and aesthetics combined with a powerful blend of sincerity is something that was built from years of service & experience.

Overview

14
14
years of professional experience
5
5
years of post-secondary education
5
5
Languages

Work History

Team Leader (Operations)

PayPal
11.2022 - Current
  • Developed performance measurement strategies, identifying areas for improvement.
  • Facilitated meetings to communicate team performance goals and results.
  • Cultivated positive, productive team environments, resolving conflicts quickly.
  • Delivered regular team meetings for aligned work towards common goals.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Led employee relations through effective communication, coaching, training, and development.
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
  • Championed process improvements within departments by identifying inefficiencies, proposing solutions, and leading change initiatives.
  • Optimized resource allocation to maximize team output while minimizing costs for organization.
  • · Publish productivity, analysis & performance reports etc. among other metrics.
  • Led Bangalore site with new projects impacting business.

Team Leader (Operations)

Herbalife International Pvt. Ltd
04.2021 - 11.2022
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
  • Mentor and guide employees to foster proper completion of assigned duties.
  • Prepare the KPI, Metrics & SOP for the team.
  • Publish productivity, analysis & performance reports etc.,
  • Conduct training and mentor team members to improve productivity, accuracy, and commitment to provide excellent service.
  • Strategize process improvements with quality assurance programs.
  • Coordinate planning and placement activities while supervising a team of 25.
  • Coordinate weekly meetings for internal and external groups.
  • Establish open and professional relationships with team members to achieve quick resolutions for various issues.
  • Implement new working processes to deliver multiple improvements.
  • Assist with new hire selections and existing training programs.
  • Ensure to get the assigned tasks done in a timely manner to meet the set targets.

Supervisor

Element14 India Pvt Ltd
12.2017 - 03.2021
  • Directed workflow which includes calls and email queues.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
  • Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
  • Preparing the KPI & SOP for the team.
  • Managing NPS score data and providing feedback to CS accordingly.
  • Investigating and implementing ways of reducing calls & emails to the Help Desk.
  • Supporting contact Centre by ensuring high-quality scheduling, rostering, forecasting, and reporting to accomplish the given task on a day-to-day basis.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Facilitated training for associates through coaching and regular performance appraisals.
  • Chaired weekly meetings with the executive leadership team to identify opportunities for improvement and establish milestones.
  • Optimized e-commerce fulfillment strategy to minimize costs while maximizing profits and customer satisfaction.
  • Tracked consumer behavior, content management and weight of purchase to develop robust customer acquisition and retention programs.
  • Completed the targeted sales and shipments every month.
  • Collaborated with supply vendors and distributors to purchase supplies in bulk to cover backorder stocks.
  • Conducted research, gathered information from multiple sources and presented results.
  • Build strong relationships with customers through positive attitude and attentive response.
  • Adhered to rigorous standards for customer service, merchandising and operational safety.

Team Lead Customer Care Professional

American Express
04.2013 - 12.2017
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Assessed skill gaps for employees and developed training courses to meet identified needs.
  • Evaluated success of training programs and recommended improvements to higher management to enhance effectiveness.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • On boarded many new staff members and trained respective individuals.
  • Created plans and communicated deadlines to ensure tasks were completed on time.
  • Managed quality assurance program, including internal audits and customer surveys.
  • Compiled training handbook and related course materials.
  • Handled escalations and took necessary actions to prevent the same from reoccurring.
  • Managed Priority queue for the business.


Sr. Technical Support Executive

TESCO
08.2008 - 05.2010
  • Managed high volume support tickets, maintaining efficient response times and high-quality resolutions.
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
  • Identified issues, analyzed information, and provided solutions to problems.
  • Resolved malfunctions with systems and programs through troubleshooting.
  • Handling promotions and rectifying POD and pricing errors.
  • Technical support to store and Petrol filling stations.
  • Exceeded goals through effective task prioritization and a great work ethic.
  • Developed team communications and information for meetings.

Education

MBA - Operations Management

PES University
Bengaluru, India
01.2022 - 03.2024

Bachelor of Commerce (B.COM) - Accountancy

PES College, Bangalore University
Bengaluru, India
06.2005 - 03.2008

Accomplishments

  • Performer award for Process improvement (PayPal).
  • Transitioned the customer solutions team (element14).
  • Best Performer Award - For handling multiple given tasks (Projects) in a timely manner (Amex).
  • Traveled to UK on a process improvement program (Tesco).

Timeline

Team Leader (Operations)

PayPal
11.2022 - Current

MBA - Operations Management

PES University
01.2022 - 03.2024

Team Leader (Operations)

Herbalife International Pvt. Ltd
04.2021 - 11.2022

Supervisor

Element14 India Pvt Ltd
12.2017 - 03.2021

Team Lead Customer Care Professional

American Express
04.2013 - 12.2017

Sr. Technical Support Executive

TESCO
08.2008 - 05.2010

Bachelor of Commerce (B.COM) - Accountancy

PES College, Bangalore University
06.2005 - 03.2008

Skills

Leadership

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Interests

Playing Veena

Disclaimer

I hereby declare that the information furnished above is true to the best of my knowledge.

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