RAJAT SINGHAL
PEOPLE MANAGER & PROCESS TRANSFORMATION PROFESSIONAL
Noida
Summary
1. Extensive cross functional experience in managing complex technical and product support operations. 2. Proven expertise in Process On-boarding, Transition, and establishing Quality Standards across multiple functions, implementing systems and procedures aligned with SLAs. 3. Skilled at building and maintaining strong relationships with business leaders across the network to ensure effective operational control. 4. Experience across diverse domains, including Project Management, Vendor and Stakeholder Management, Contract Management, and Product Management. 5. Proficient in developing tailored solutions for resource deployment and cultivating a multi-skilled workforce for cross-functional utilization to drive efficiency. 6. Dynamic leader with a talent for guiding teams toward shared goals while navigating budget constraints, tight deadlines, and high-pressure environments.
Overview
18
18
years of professional experience
2020
2020
years of post-secondary education
2
2
Languages
Work History
Integrated Customer Experience Manager - DME Global
Adobe Systems
06.2020 - Current
- Led an enterprise technical support team comprising Assistant Managers, SMEs, and Technical Support Consultants through vendor teams to achieve operational excellence across key KPIs, including CSAT, AHT, TRT, ARD, Quality Score, Service Level, and Utilization.
- Oversaw the end-to-end management of the Enterprise Creative Cloud technical support vertical to ensure compliance with all KPIs, SLAs, and other critical business metrics.
- Collaborated with cross-functional teams, both domestically and regionally, to share and leverage technical expertise for the timely fulfillment of business and customer requirements.
- Spearheaded regional and global initiatives within ICX to drive revenue growth and increase product adoption through close collaboration with Engineering and Sales teams.
- Managed vendor relationships with Adobe stakeholders, overseeing budgeting, annual planning, financial strategy, and recruitment.
- Directed the end-to-end management of product and service escalations and global outages.
- Conducted weekly, monthly, and quarterly business reviews with management and stakeholders for the line of business.
Manager Support US Recruitments
Spectraforce Technologies
11.2019 - 06.2020
- A comprehensive role managing post-recruitment support, with a focus on contingent worker retention and client relationship management, driving sustained revenue growth.
- Working and managing multiple onshore and offshore teams and acting as a bridge between team members and stakeholders to drive results.
Assistant Manager - Speech Analytics
Nexidia - R SYSTEMS
03.2017 - 11.2019
- A dynamic role with significant learning opportunities, leveraging Speech Analytics to address complex business challenges for fast-growing global organizations.
- Responsibilities included leading a team of business analysts, supporting business owners and stakeholders in problem-solving, developing strategic recommendations, and establishing a reporting framework to facilitate project execution.
Manager Technical Support
Dell Technologies
03.2007 - 04.2016
- Handling a team of 15-20 members along with 2 resolution experts and a coach to meeting business goals and driving employee as well as customer satisfaction.
Education
BE - Electrical
Delhi Institute of Engineering Studies
Delhi06.2007
Skills
Customer journey mapping
Cross-functional collaboration
Voice of customer analysis
Engagement strategy development
Data analytics
Training programs
Customer empathy
Customer segmentation
Customer feedback management
Retention management
Data analysis
Problem-solving abilities
Active listening
Team recruiting and hiring
Training and onboarding
Cross-departmental alignment
Teamwork
Teamwork and collaboration
Time management
Team leadership
Multitasking
Multitasking Abilities
Excellent communication
Decision-making
Time management abilities
Verbal and written communication
Critical thinking
MS office suite
Team collaboration
Computer proficiency
Organizational skills
Team building
Attention to detail
Problem-solving aptitude
Strategic planning
Analytical thinking
Root-cause analysis
Crisis management
Analytical skills
Awards
- Adobe Customer Experience Champion, Recognized multiple times for innovation and exceptional service.
- Best Performing team, Awarded twice at R-Systems.
- Special Contribution Award, Awarded twice at R-Systems.
- Performance awards, Multiple times awarded for exceptional individual and team contribution at Dell.
- Micheal Dell Executive award, Recognizing 1% of global employees for innovation and special contribution.
Training
- Change Management, Adobe
- Six Sigma Green Belt, Adobe
- Power of Story Telling, Adobe
- Advanced Data Analytics, LinkedIn
- Basics of Project Management, LinkedIn
- Beginners conceptual training on Machine Language, R-SYSTEMS
- Using MS Business tools, R-SYSTEMS
- Advanced training on Nexidia Speech Analytics Tool 'NIA', R-SYSTEMS
- Dell flagship training on Foundation of leadership, Dell Technologies
- On-track lead Manager training, Dell Technologies
- Understanding Customer Mindset, Dell Technologies
Personal Information
- Date of Birth: 06/19/XX
- Marital Status: Married
Timeline
Integrated Customer Experience Manager - DME Global
Adobe Systems
06.2020 - Current
Manager Support US Recruitments
Spectraforce Technologies
11.2019 - 06.2020
Assistant Manager - Speech Analytics
Nexidia - R SYSTEMS
03.2017 - 11.2019
Manager Technical Support
Dell Technologies
03.2007 - 04.2016
BE - Electrical
Delhi Institute of Engineering Studies