Shashank Singh
Bangalore
Summary
Operations leader with 16+ years of experience in logistics, supply chain, and customer service management. Proven expertise in driving business growth, optimizing operational efficiency, and leading large teams across India. Skilled in vendor development, cost control, and process improvement, with a strong ability to align zonal and organizational goals to deliver profitability and customer satisfaction.
Overview
6
6
Languages
18
18
years of professional experience
Work History
Zonal Manager
Vinsum Axpress
BANGALORE, Karnataka
06.2026 - Current
- Analyzed market trends to identify growth opportunities and inform decision-making.
- Fostered relationships with key stakeholders to support business objectives and partnerships.
- Administering TAFE 3PL warehouse logistics with full-cycle management of materials and transport to plant
- Supervised operations across different branches within designated zone, ensuring seamless logistics, warehousing, and distribution processes.
- Directed vendor relationships alongside refining vehicle allocation and unloading processes for increased supply chain efficiency.
- Administered audits and performance assessments to uncover discrepancies, boost accuracy, and sustain compliance with company standards.
- Streamlined resolution of operational bottlenecks improving material inward/outward flow and decreasing delays
Head of Operations
VEN Consulting Pvt Ltd
BANGALORE, Karnataka
01.2026 - 06.2026
- Assist in managing business operations to ensure smooth execution of operational processes and resource planning across teams.
- Support cross-functional alignment and communication among various business units.
- Facilitate team member development by monitoring performance and encouraging a culture of improvement and ownership.
- January 2026 - Current
DGM
TCI Express Pvt Ltd
GURGAON, GURGAON
11.2020 - 01.2026
- Passionate about learning and committed to continual improvement.
- Excellent communication skills, both verbal and written.
- Proved successful working within tight deadlines and a fast-paced environment.
- Managed time efficiently in order to complete all tasks within deadlines.
- Strengthened communication skills through regular interactions with others.
- Developed and maintained courteous and effective working relationships.
- Paid attention to detail while completing assignments.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Worked well in a team setting, providing support and guidance.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Organized and detail-oriented with a strong work ethic.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Learned and adapted quickly to new technology and software applications.
- Used critical thinking to break down problems, evaluate solutions, and make decisions.
Assistant Manager
Atria Convergence Technologies Ltd. (ACT Fibernet)
07.2014 - 10.2020
- Responsible for Customer Service Operations, and management of team of 150Plus members including Executives and Team Leaders.
- Responsible for the Quality of Service for Various processes- Inbound Call center, Telesales Email Helpdesk, Nodal and Appellate Queues.
- Training Need identification for all executives, training and certification of new Hires and existing Employees.
- Identification of areas of improvements in Process, People and Service levels in all departments with an aim of improving Customer Satisfaction score across functions.
- Responsible for Sales conversion from Cold lead to hot lead and converting them into Customer.
- Responsible for all CEO level and Online Response Management (Social Media) Escalations to ensure the customer’s experience is enhanced through coordination across cross-functional departments within the company.
- July 2014 - October 2020
Team Leader
Serco Intelenet
02.2013 - 04.2013
- Selected and onboarded as Team Leader for the SBI Banking Process after clearing the internal selection process.
- Completed the initial phase of process training, gaining exposure to KYC standards, customer banking workflows, and compliance requirements.
- Underwent structured assessments and familiarization with SBI banking products, customer service guidelines, and transactional processes.
- Role concluded during the training phase due to process restructuring, resulting in early release of new hires.
- February 2013 - April 2013
- Team Leader – Serco Intelenet (SBI Banking Process)
- Tenure: 2 months
- Short Tenure; professionally framed
Team Leader
AEGIS PVT LTD
05.2012 - 02.2013
- Led a 20-member customer support team handling 3000+ inbound calls per day, ensuring high operational efficiency and consistent service delivery.
- Maintained 90% SLA compliance by closely monitoring real-time performance and driving swift corrective actions.
- Achieved and sustained 90% call quality scores, reinforcing process adherence and customer experience excellence.
- Average Handle Time (AHT) at 3 minutes, balancing efficiency with high-quality customer interactions.
- Ensured 90% external audit scores with Zero Fatal Errors, demonstrating strong process compliance and governance.
- Maintained attrition at 9% through effective team engagement, coaching, and retention initiatives.
- Managed shrinkage at 15% by optimizing schedules, analyzing leave patterns and improving workforce discipline.
- Prepared and managed monthly rosters for the entire floor, ensuring optimal staffing and shift coverage based on call volume trends.
- Conducted daily huddles, coaching sessions, and performance reviews to improve productivity and team morale.
- Handled escalations professionally, performed root cause analysis, and coordinated with Quality & Training teams for process improvements.
- Generated MIS reports, tracked KPIs, and presented performance updates to management.
- May 2012 - February 2013
- Team Leader AEGIS PVT LTD | Bangalore Team Leader – Aegis PVT LTD (Airtel Digital Process)
- Team Size: 20 | Daily Call Volume: 3000+ | SLA: 90% | Quality: 90% | AHT: 3 mins | External Audit: 90% (Zero Fatal) | Attrition: 9% | Shrinkage: 15%
- Key Responsibilities & Achievements:
Team Leader
Firstsource PVT LTD
10.2008 - 01.2011
- Promoted from Executive to Team Leader within 9 months, reflecting strong performance, leadership capability, and rapid learning curve.
- Led a 20-member customer support team managing 3000+ inbound calls per day, ensuring high productivity and seamless service delivery.
- Consistently maintained 90% SLA compliance, ensuring timely, accurate customer resolutions in a high-volume environment.
- Achieved and sustained 90% call quality, driving adherence to process standards and enhancing overall customer satisfaction.
- Controlled AHT at 3 minutes, ensuring operational efficiency without compromising service quality.
- Secured 90% external audit scores with Zero Fatal Errors, ensuring complete adherence to compliance and quality benchmarks.
- Managed attrition at 9% by fostering a positive work environment, engaging team members and implementing retention strategies.
- Maintained shrinkage at 15% through effective roster planning, shift adherence tracking, and productivity management.
- Prepared and executed monthly floor rosters based on call forecasts, ensuring optimal staffing and minimizing downtime.
- Conducted daily team briefings, one-on-one coaching, and performance evaluations to enhance team capability and morale.
- Handled customer escalations with professionalism, conducted RCA (Root Cause Analysis), and coordinated with Training & Quality teams to drive continuous improvements.
- Generated MIS reports, monitored KPIs, and presented weekly and monthly performance updates to management.
- October 2008 - January 2011
- Team Leader Firstsource PVT LTD | Bangalore Team Leader – Airtel Digital Process
- Promoted from Executive to Team Leader within 9 months based on performance
Education
MBA - Operation
Sikkim Manipal University
Bachelor of Commerce - undefined
SMMT Post Graduate College
Intermediate (State Board) - undefined
Surana College
High school (State Board) - undefined
OLG high School
Skills
People Management
Process improvement
Workforce planning
Cross-functional coordination
Performance management
Sales
Key account management
Customer service operations
Inventory management
Route optimization
Interests
Playing Cricket and Table Tennis, Travelling and cultural Exploration, Learning New languages, Experiencing global cuisines
Timeline
Zonal Manager
Vinsum Axpress
06.2026 - Current
Head of Operations
VEN Consulting Pvt Ltd
01.2026 - 06.2026
DGM
TCI Express Pvt Ltd
11.2020 - 01.2026
Assistant Manager
Atria Convergence Technologies Ltd. (ACT Fibernet)
07.2014 - 10.2020
Team Leader
Serco Intelenet
02.2013 - 04.2013
Team Leader
AEGIS PVT LTD
05.2012 - 02.2013
Team Leader
Firstsource PVT LTD
10.2008 - 01.2011
High school (State Board) - undefined
OLG high School
Intermediate (State Board) - undefined
Surana College
Bachelor of Commerce - undefined
SMMT Post Graduate College
MBA - Operation
Sikkim Manipal University