Roopali Singh
Ghaziabad
Summary
Subject matter expert with a strong focus on team leadership and performance management. Successfully drives teams to surpass goals through strategic coordination and process enhancements. Delivers measurable organizational efficiency by providing expert guidance and executing improvement initiatives.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Subject Matter Expert
Barclays Global Service Centre Pvt. Ltd.
Noida, India
09.2022 - Current
- Guided a team of 7 individuals in surpassing targets through strategic coordination.
- Ensured adherence to SLAs and KPIs by meticulously tracking performance metrics and implementing process improvements.
- Provided expert advice on subject-specific issues to enhance organisational efficiency.
- Handled complex problems and issues by understanding root causes and implementing solutions.
- Conducted training sessions for new employees to foster skill development and integration into company culture.
- Collaborated on daily start-of-day and end-of-day reports to ensure comprehensive communication across teams.
- Allocated tasks efficiently to enhance team productivity.
- Oversaw staff performance and developed targeted improvement plans.
- Monitored staff performance and developed improvement plans.
Process Advisor
Amazon Development Centre Pvt. Ltd.
Noida, India
08.2020 - 09.2022
- Oversaw customer interactions for Amazon, resolving complex queries and enhancing overall customer satisfaction.
- Resolved escalations efficiently, ensuring timely and accurate resolutions.
- Ensured adherence to quality standards and internal processes while delivering consistent performance.
- Facilitated reporting processes to track performance metrics and enhance operational efficiency.
Primary Teacher
Holy Trinity Church School
Ghaziabad, India
04.2018 - 08.2020
- Set examinations and assignments, marked and graded work and recorded results for performance tracking.
- Maintained strong student and parent relationships by providing ongoing student support and regularly updating parents on progress.
- Enforced good manners through appropriate discipline and behaviour management.
- Collaborated with colleagues to plan and coordinate school events, enhancing the overall educational experience.
- Communicated children's performance to parents or guardians and recommended ways to address problematic behaviour.
- Supported school administration by contributing regularly to staff meetings.
Process Advisor
Concentrix Daksh Pvt. Ltd.
Noida, India
10.2016 - 05.2017
- Documented process flows and created user manuals to support effective change management.
- Assessed customer feedback to drive continuous improvement in service delivery and product features.
- Established a framework for sustainable process development, aligning with environmental and regulatory requirements.
Education
Bachelor of Arts -
Delhi University
New Delhi, IN-DL01-2016
Higher Secondary Education -
Ingraham Institute English School
Ghaziabad, UP01-2014
Secondary Education -
Ingraham Institute English School
Ghaziabad, UP01-2012
Skills
- Process improvement
- Leadership skills
- Problem solving
- Communication excellence
- Project Management
- Training planning and delivery
- Decision-Making agility
- Microsoft Power BI
- Microsoft Excel
- Co-pilot
Certification
- Great Learning - Data Visualization with Power BI.
- Learn and Excel - Advanced Excel.
Timeline
Subject Matter Expert
Barclays Global Service Centre Pvt. Ltd.
09.2022 - Current
Process Advisor
Amazon Development Centre Pvt. Ltd.
08.2020 - 09.2022
Primary Teacher
Holy Trinity Church School
04.2018 - 08.2020
Process Advisor
Concentrix Daksh Pvt. Ltd.
10.2016 - 05.2017
Bachelor of Arts -
Delhi University
Higher Secondary Education -
Ingraham Institute English School
Secondary Education -
Ingraham Institute English School