Summary
Overview
Work History
Education
Skills
Languages
Timeline
Extra-Curricular Activities
Reading Books, Gardening and Travelling
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Pooja Singh

Hyderabad

Summary

Versatile, focused, and motivated professional with 7 years of progressive leadership experience in team management and development. Successfully evolved from frontline roles to managing and scaling high-performing teams across customer service, gaming, and financial services. Renowned for enhancing team performance, driving business process improvements, and overseeing cross-functional projects. Expertise in coaching, mentoring, performance management, and talent development consistently prepares individuals for leadership, UAT, and escalation roles. Currently pursuing a PG Diploma in Artificial Intelligence & Machine Learning to integrate technology-driven insights into management practices, further enhancing the ability to build strong networks and improve operational efficiency while ensuring compliance with stringent regulations.

Overview

17
17
years of professional experience

Work History

Team Manager – TOS, Fan Care

Electronic Arts (EA), India
06.2021 - Current
  • - Lead a team of 15 advisors handling disputes, reports, and escalations for global gaming titles including FC, Apex Legends, and other EA franchises.
  • - Expanded TOS operations from 2 to 4 teams, managing hiring, onboarding, and training.
  • - Coached and mentored team members, enabling promotions into UAT, Escalation, and leadership roles.
  • - Designed workflows and templates that improved operational efficiency and accuracy.
  • - Led cross-site transition projects from US & Galway to India during organizational restructuring, forming and scaling new teams under resource constraints.
  • - Partnered with stakeholders in incident management, intraday scheduling, and player experience, enhancing cross-site collaboration.
  • - Recognized with two Spot Stock awards for effective cross-site project leadership.
  • - Member of Toastmasters ERG, enhancing leadership communication and public speaking.
  • - Daily use of tools and platforms including AHUB, TOSHUB, JAAS, Salesforce, and other EA systems to manage player cases and operational workflows.

Manager – Resolution Services

Synchrony International Pvt Ltd, Hyderabad
07.2017 - 03.2020
  • - Managed a 20-member team, driving performance improvements through coaching, reviews, and engagement.
  • - Oversaw escalations, service levels, and floor management, ensuring SLA adherence.
  • - Partnered with Analytics & IT to develop incident response frameworks, tracking tools, and reports.
  • - Authored and rolled out SOPs and compliance frameworks, streamlining operations and increasing clarity.
  • - Drove continuous process improvements, addressing workflow bottlenecks and training gaps.
  • - Achieved recognition for leading the best-performing team on site.
  • - Represented leadership in Great Place to Work (GPTW) initiatives to improve employee culture and engagement.

Quality Coach

Synchrony International Pvt Ltd, Hyderabad
07.2014 - 07.2017
  • - Conducted quality audits and compliance checks across US, Philippines, and India operations.
  • - Designed coaching plans for underperformers, significantly improving performance KPIs.
  • - Led a process optimization project for call handling, improving customer satisfaction and efficiency.

Senior SME

BeHungry.in, Hyderabad
01.2014 - 06.2014
  • - Built customer service operations from scratch for a startup, including hiring, training, and SOP design.
  • - Designed KRA, incentive models, and reporting structures to streamline operations.
  • - Managed vendor relations and sales/lead management.

Customer Service Representative

HSBC India, Hyderabad
04.2011 - 12.2013
  • - Delivered banking services and customer support while meeting compliance obligations.
  • - Mentored and trained new hires for smoother integration.

Senior Sales Executive

Monster.com, Hyderabad
07.2008 - 02.2011
  • - Promoted from Consumer Sales Executive to Senior Sales Executive in International Sales within a year.
  • - Consistently exceeded sales targets and managed customer accounts pre and post sales.

Education

PG Diploma - Artificial Intelligence & Machine Learning

Great Learning Institute

Bachelor of Commerce - undefined

Osmania University

Skills

  • Team Leadership
  • Hiring and Developing Talent
  • Performance Management & Reporting
  • Project & Program Management
  • Business Process Improvement & Automation
  • Stakeholder & Partner Management
  • Incident & Risk Management
  • Coaching, Mentoring & Performance Management
  • Customer & Player Experience Management
  • Cross-Functional Collaboration
  • Service Partner Management

Languages

English
Hindi
Telugu

Timeline

Team Manager – TOS, Fan Care

Electronic Arts (EA), India
06.2021 - Current

Manager – Resolution Services

Synchrony International Pvt Ltd, Hyderabad
07.2017 - 03.2020

Quality Coach

Synchrony International Pvt Ltd, Hyderabad
07.2014 - 07.2017

Senior SME

BeHungry.in, Hyderabad
01.2014 - 06.2014

Customer Service Representative

HSBC India, Hyderabad
04.2011 - 12.2013

Senior Sales Executive

Monster.com, Hyderabad
07.2008 - 02.2011

Bachelor of Commerce - undefined

Osmania University

PG Diploma - Artificial Intelligence & Machine Learning

Great Learning Institute

Extra-Curricular Activities

Affinity Group Volunteer (Synchrony International): Active in Women’s Network, Veteran’s Network, and LGBT Network. Led initiatives to hire and train veterans, enhancing productivity and inclusion. Toastmasters Member (EA): Honed communication, leadership, and presentation skills.

Reading Books, Gardening and Travelling

I love reading books, gardening and travelling.

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Pooja Singh