SONAL AAKANCHA SINGH
Bangalore,Karnataka
Summary
Result-oriented MBA professional with over 4 years of experience specializing in operations management, client servicing, and stakeholder management within the education technology and insurance sector. Proven track record in handling escalations, optimizing processes, and driving operational efficiency. Adept at building strong client relationships, resolving complex issues, and ensuring service excellence.
Overview
6
6
years of professional experience
2
2
Certifications
Work History
Operations Analyst
Intellection
Bangalore, Karnataka
03.2023 - 04.2024
- Handled operational projects from inception to completion, ensuring timely resolution and adherence to quality standards
- Generated regular reports on operational metrics, performance KPIs, and key indicators to support business decisions
- Coordinated with cross-functional teams to align project objectives and address chronic system issues
- Developed strategies to mitigate operational risks and improve process efficiency
- Proactively resolved escalations, ensuring client satisfaction and adherence to service-level agreements
- Contributed to the development of long-term operational strategies for continuous improvement
Associate
Byju's - Think & Learn Pvt Ltd
Bangalore, Karnataka
01.2021 - 06.2022
- Handled daily operational escalations, coordinating with internal stakeholders to ensure prompt resolutions
- Designed and implemented process improvements to enhance lead management for better results
- Maintained databases and generated monthly utilization reports to track customer interactions
- Onboarded new employees and conducted inductions, ensuring smooth transitions and knowledge transfer
- Developed internal documentation and SOPs to standardize operations and improve efficiency
Key Relationship Manager
ICICI Prudential Life Insurance Company Ltd
Ranchi, Jharkhand
05.2019 - 09.2020
- Addressed client escalations and resolved concerns in a timely, professional, and positive manner
- Built and maintained strong relationships with prospective and existing clients to enhance customer satisfaction
- Conducted market analysis to identify client needs and suggested process improvements to enhance service quality
- Developed and executed sales plans for the Ranchi region, focusing on customer retention and growth
Intern
Micro Labs Ltd
Bangalore, Karnataka
04.2018 - 06.2018
- Conducted market research and analyzed data to understand customer awareness and product penetration
- Engaged directly with stakeholders to gather feedback and improve product positioning
- Compiled reports and presented insights to senior management for strategic planning
Education
PGDM - Information Technology
Xavier Institute of Social Service
Ranchi, JharkhandSkills
Microsoft Office Suite & CRM Tools
Data Analysis & Reporting
Escalation handling & Issue Resolution
Escalation handling & Issue Resolution
Stakeholder Management
Cross-Functional Team Collaboration
Process improvement & optimization
Client Service Quality
Key Account Management
Certification
SALESFORCE ADMIN, Udemy
Accomplishments
Star Performer, 09/01/21
Timeline
Operations Analyst
Intellection
03.2023 - 04.2024
Associate
Byju's - Think & Learn Pvt Ltd
01.2021 - 06.2022
Key Relationship Manager
ICICI Prudential Life Insurance Company Ltd
05.2019 - 09.2020
Intern
Micro Labs Ltd
04.2018 - 06.2018
PGDM - Information Technology
Xavier Institute of Social Service