SHAKTI SINGH
Gurugram
Summary
Led large-scale CS operations, managing 1,100+ FTEs while overseeing end-to-end account management, including forecasting, billing, and invoicing. Spearheaded rapid growth and ramp-up initiatives by integrating AI-driven automation, RPA, and self-service solutions to enhance efficiency and scalability. Optimized recruitment, training, and workforce development through data-driven insights. Implemented technology-driven process improvements, enhancing operational efficiency, reducing turnaround times, and improving CSAT. Drove innovation and digital transformation, contributing to INR 320M in annual revenue growth.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Sr. Manager Operations, Service Head
Policy Bazaar
Gurugram
09.2023 - 01.2025
- Boosted CSAT from 42% to 85% in 7 months by optimizing follow-ups, resolution processes, and service gaps. Developed WhatsApp chatbots & app-based decision trees for self-help, enhancing efficiency. Improved transparency with real-time status updates, strengthening trust & satisfaction.
- Led & mentored CS & Service Ops teams, ensuring TAT/SLA compliance, high accuracy, and strong retention. Increased customer renewals from 35% to 52% (+17%) through service excellence.
- Optimized Service Ops, enhancing productivity via utilization improvements, reducing handoffs, and implementing smart task assignment logic to boost efficiency.
- Cross-functional collaboration with Sales, Product, Development & Marketing to enhance post-purchase CX and operational workflows.
- Monitored & optimized KPIs (AHT, Hold, AUX, Utilization, Adherence, Shrinkage) via AI-driven QA & training interventions, while driving talent acquisition, performance coaching & knowledge transfer to build a high-performance, customer-first culture.
Sr. Manager Operations, Operations Head
IGT Solutions Pvt. Ltd.
Gurugram
05.2022 - 08.2023
- Led CS Operations for international flights & hotel bookings, ensuring seamless service delivery and stakeholder collaboration for operational excellence.
- Managed complaints & escalations, driving timely resolutions & process improvements, reducing customer grievances through a robust QA framework.
- Optimized training, quality assurance, and workload forecasting, achieving 15% positive EBITDA while enhancing efficiency & revenue containment.
- Scaled operations by 100%, improving CSAT & service delivery times through streamlined processes & KPI-driven performance management.
Sr. Manager Operations, Operations Head
Cogent E-Services Ltd.
NOIDA
03.2021 - 05.2022
- Led CS operations for major clients like Zomato & Axis Bank, managing 1,100 FTEs and ensuring seamless daily support.
- Oversaw end-to-end account management, including forecasting, planning, billing & invoicing, optimizing financial operations.
- Drove large-scale growth & ramp-up operations, spearheading recruitment, training & coaching to enhance service excellence.
- Generated INR 320M annual revenue, improving operational efficiency, resource planning, and CSAT through innovative service procedures.
Operations Head, Supply Retention Manager
Blackbuck
Gurugram
05.2019 - 02.2020
Associate Director - Operations
Ibibo Group (GO-MMT)
Gurugram
09.2015 - 06.2018
Operations Manager
Aon Hewitt
Gurugram
08.2007 - 02.2015
Team Leader - Account Manager (Mortgage and Loan)
New Era Group
Gurugram
06.2006 - 07.2007
Contact Centre Representative (Mortgage)
Cybersys Infotech Ltd.
Gurugram
12.2004 - 01.2006
Sales Trainee (Finance)
Pantaloons Retail India Pvt. Ltd.
Gurugram
12.2003 - 11.2004
Education
MBA - Operations Management
EIILM University
Delhi01.2011
BBA - Business Administration and Management
Mahatma Gandhi University
Delhi01.2007
Skills
Customer Service & Operations Leadership
- Customer Experience (CX) Strategy
- Customer Retention & Loyalty Programs
- Service Delivery & SLA Management
- Customer Satisfaction (CSAT) & NPS Improvement
- Complaints & Escalation Management
- Contact Center & Omnichannel Operations (Voice, Chat, Email, WhatsApp, IVR, Self-Service)
- Workforce & Capacity Planning
Process Optimization & Digital Transformation
- AI & Automation in Customer Service (Chatbots, NLP, Sentiment Analysis)
- Robotic Process Automation (RPA) for Service Efficiency
- Lean Six Sigma & Process Excellence
- Quality Assurance & Compliance Management
- Business Intelligence (BI) & Data-Driven Decision-Making
- Customer Journey Mapping & Process Optimization
- SLA & KPI Monitoring (AHT, FCR, Utilization, Adherence, Shrinkage)
Technology & Innovation in CX
- AI-Driven Customer Insights & Predictive Analytics
- CRM & Ticketing Tools (Salesforce, Zendesk, Freshdesk, Genesys, NICE, Avaya)
- Digital Self-Service & Knowledge Management Solutions
- Process Automation & Smart Task Allocation
Strategic Leadership & P&L Management
- Operations & P&L Ownership
- Revenue Growth & Cost Optimization Strategies
- Business Strategy & Transformation
- Stakeholder & Vendor Management
- Talent Development & Leadership Coaching
- Change Management & Business Scaling
General Business Skills
- E-commerce, BFSI, Travel & Hospitality, Telecom, BPO/KPO (Customize based on experience)
- Global Customer Service Operations & Offshore Management
- Employee Engagement & Retention Strategies
- Risk & Compliance Management
Websites
Certification
- Project Management Professional (PMP) - Trained
- US Employee Benefits Management
- Lean Six Sigma Foundation (LinkedIn Learning)
- Six Sigma - White Belt (LinkedIn Learning)
- Dev Ops Foundation: Lean & Agile (LinkedIn Learning)
- Agile Project Leadership (LinkedIn Learning)
- Scrum: The Basics (LinkedIn Learning)
- Scrum: Advanced (LinkedIn Learning)
- Internal Auditor Training on Quality Management System (Based on ISO 9001: 2015)
- Project Management Insights (LinkedIn Learning)
Personal Information
Date of Birth: 10/31/83
Languages
English
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Sr. Manager Operations, Service Head
Policy Bazaar
09.2023 - 01.2025
Sr. Manager Operations, Operations Head
IGT Solutions Pvt. Ltd.
05.2022 - 08.2023
Sr. Manager Operations, Operations Head
Cogent E-Services Ltd.
03.2021 - 05.2022
Operations Head, Supply Retention Manager
Blackbuck
05.2019 - 02.2020
Associate Director - Operations
Ibibo Group (GO-MMT)
09.2015 - 06.2018
Operations Manager
Aon Hewitt
08.2007 - 02.2015
Team Leader - Account Manager (Mortgage and Loan)
New Era Group
06.2006 - 07.2007
Contact Centre Representative (Mortgage)
Cybersys Infotech Ltd.
12.2004 - 01.2006
Sales Trainee (Finance)
Pantaloons Retail India Pvt. Ltd.
12.2003 - 11.2004
MBA - Operations Management
EIILM University
BBA - Business Administration and Management
Mahatma Gandhi University
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