Amish Singhal, Csm, Cspo, Safe® 5 Agilist Email & Phone Number

Stuttgart, Bw, De

Gurugram, Haryana, India

Part of global Digital experience consulting practice, leading go-to-market strategy, and client solutions leveraging digital transformation accelerators, experience management platforms, data mining tools, and product & service design to unlock new growth and profit realisation.Vertical Focus: Retail & Logistics, Financial Services, and Telecom industrySkills: Business Strategy · Technology Integration · Customer Experience · Business Transformation · Omni Channel Customer… Show more Part of global Digital experience consulting practice, leading go-to-market strategy, and client solutions leveraging digital transformation accelerators, experience management platforms, data mining tools, and product & service design to unlock new growth and profit realisation.Vertical Focus: Retail & Logistics, Financial Services, and Telecom industrySkills: Business Strategy · Technology Integration · Customer Experience · Business Transformation · Omni Channel Customer Experience Show less

Gurugram, Haryana, India

In my current role, I work with the leadership teams and corporate strategy group to drive integration strategy, Partnerships & Alliances work. Working with business stakeholders to execute GTM strategy across our Digital business. The role involves end to end improvements across Genpact’s digital partner relationships for go-to-market, joint GTM offerings, pipeline traction and governance streams.Liaising with engineering & product teams along with alliances team to deep dive into… Show more In my current role, I work with the leadership teams and corporate strategy group to drive integration strategy, Partnerships & Alliances work. Working with business stakeholders to execute GTM strategy across our Digital business. The role involves end to end improvements across Genpact’s digital partner relationships for go-to-market, joint GTM offerings, pipeline traction and governance streams.Liaising with engineering & product teams along with alliances team to deep dive into existing partner relationships, GTM model, identifying enterprise level bottlenecks, synergies to create co-joint digital offerings with end goal of accelerating overall pipeline, expanding offerings, building capability and uplifting overall relationship.Before taking on my current role, I was working as a Product Manager for account receivables product used by fortune 500 companies under Invoice to Cash business domain. From managing product roadmap and backlog to working with external vendors on integration of payment gateway, I was responsible for driving ideation and product features. Other responsibilities included market research, competitive analysis, reviewing analyst reports on changing market trends and deliver successful product releases Show less

Gurugram, Haryana, India

Noida Area, India

As Customer Experience Product Manager, I am involved in developing and championing product vision, product strategy and product roadmap in support of corporate goals and objectives. I use customer & market research, customer and user feedback, customer usage and competitive analysis to identify new product opportunities and enhancements. I am serving as the central point of contact for the customer, expand client relationships, oversee integrated account team execution, and ensure we meet or… Show more As Customer Experience Product Manager, I am involved in developing and championing product vision, product strategy and product roadmap in support of corporate goals and objectives. I use customer & market research, customer and user feedback, customer usage and competitive analysis to identify new product opportunities and enhancements. I am serving as the central point of contact for the customer, expand client relationships, oversee integrated account team execution, and ensure we meet or exceed customer expectations. I am supporting our Customer Support Operations for the Desktop and Enterprise and managing Operational, Software and IT Projects to successful delivery.Some of my noteworthy milestones include:# Played a pivotal role as Product Manager for FLEX/HTML5 based CRM solution representing Adobe and working with IT to deliver the project to internal stakeholders.# Coordinated with global Romanian team to implement OTP based password reset policy across Adobe applications (customer-facing). Successfully, transitioned from SAP to HTML5 based in-house developed CRM.# Automated routing of chat integration with Adobe.com customer experience# Revamping of IVR for Consumer & Enterprise side of the business with the assistance of CTI team Show less

Gurgaon

As Manager – helpdesk operations, I ensured timely delivery of quality technical support service to clients, both internal clients working for the same company and external clients who have contracted technical support service. Gained immense knowledge of the software or hardware systems being supported and effective personnel management skills. Some of my noteworthy milestones include:# Orchestrated the entire operations for K9 Schools & Colleges based out of states along with a… Show more As Manager – helpdesk operations, I ensured timely delivery of quality technical support service to clients, both internal clients working for the same company and external clients who have contracted technical support service. Gained immense knowledge of the software or hardware systems being supported and effective personnel management skills. Some of my noteworthy milestones include:# Orchestrated the entire operations for K9 Schools & Colleges based out of states along with a team of 60 executives @ CampusEAI.# Pioneered successful operation of the business including the revenue upstream. Show less

Mumbai Area, India

As Business Manager - Corporate Security Services, I have facilitated activities related to Information Security, Business Assurance, Coordination and Intelligence, Physical Security, Records Management, Strategic Advisory, Investigations and Fraud Prevention.I was leading, guiding, and directing overall security operations and coordination of the incident response. Built strong cross-functional partnerships across the bank by communicating goals and expectations to mitigate emerging… Show more As Business Manager - Corporate Security Services, I have facilitated activities related to Information Security, Business Assurance, Coordination and Intelligence, Physical Security, Records Management, Strategic Advisory, Investigations and Fraud Prevention.I was leading, guiding, and directing overall security operations and coordination of the incident response. Built strong cross-functional partnerships across the bank by communicating goals and expectations to mitigate emerging risks to the organization.Some of my noteworthy milestones include:# Served as a Single Point of Contact for managing the budgeting/finance for CVO office that included budget for travel/salaries/day to day operational expenses. # Liaised with external audit firms that used to assist bank in closing out frauds that were reported to RBS globally. Show less

Gurgaon

As Manager Customer Service Operations, I have spearheaded end-to-end Operations, Customer Retention and activities like alignment of functional processes and re-feed into vendor Sites across all Business Units for Overall Business Improvement. My day to day responsibilities included management of refunds/chargebacks for 100% Customer satisfaction, drafting newer policies and structuring commercial transactions and channelizing newer methodology of dissatisfied users to newer experience and… Show more As Manager Customer Service Operations, I have spearheaded end-to-end Operations, Customer Retention and activities like alignment of functional processes and re-feed into vendor Sites across all Business Units for Overall Business Improvement. My day to day responsibilities included management of refunds/chargebacks for 100% Customer satisfaction, drafting newer policies and structuring commercial transactions and channelizing newer methodology of dissatisfied users to newer experience and generate new development ideals for business practices.# Pioneered core retention strategy for 2+ Million customers from an organisational perspective and ensure customer satisfaction for the overall Iyogi business. Show less

# Responsible for daily management of call center operations including KPI & SLA achievements.# Managing staffing plans & coordinating program specific support functions to ensure departmental synchronicity. # Directly responsible for meeting the process performance goals by managing group of supervisors.# Managing assigned shifts and conducting regular performance reviews and weekly progress meetings with the team in order to monitor team progress and develop strategies to improve… Show more # Responsible for daily management of call center operations including KPI & SLA achievements.# Managing staffing plans & coordinating program specific support functions to ensure departmental synchronicity. # Directly responsible for meeting the process performance goals by managing group of supervisors.# Managing assigned shifts and conducting regular performance reviews and weekly progress meetings with the team in order to monitor team progress and develop strategies to improve performance to the desired levels. # Leading, coaching and developing the operations team by reviewing statistical reporting.# Monitor schedule adherence of the associates and action accordingly on critical issues.# Coaching and developing supervisors. Mentoring them, providing feedbacks. Arranging refreshers & providing trainings if required# Maintaining key operating procedures and other process records. Show less

Cvent, Inc. is the leading On-Demand software application for online event registration and management, websurveying, and event emarketing. Cvent is built on a Microsoft .net platform and is an On-Demand Application Service Provider (ASP). Cvent offers a next generation product suite of Event Management (online registration, eMarketing, reporting, travel capabilities, and supplier sourcing), Web Surveys, and Email Marketing.Core function of this role comprised of managing a reactive… Show more Cvent, Inc. is the leading On-Demand software application for online event registration and management, websurveying, and event emarketing. Cvent is built on a Microsoft .net platform and is an On-Demand Application Service Provider (ASP). Cvent offers a next generation product suite of Event Management (online registration, eMarketing, reporting, travel capabilities, and supplier sourcing), Web Surveys, and Email Marketing.Core function of this role comprised of managing a reactive support for global clients for a cloud based product for event management worth $ 100 million annually. The team included client services reps supporting clients globally via an inbound queue along with dedicated account representatives for US and EMEA territory.Being involved in day-to-day operations to meet service levels, liaising to support sales teams for ongoing service levels and client concerns, point of contact to share product enhancements, generate reports, communication and research, stakeholder management were an essential part of the responsibilities undertaken.Team Management and Development:# Create & monitor performance metrics for the team and ensure high level of performance# Coach, mentor, provide feedback to enhance the skillset and productivity of client service reps# Identify, innovate and execute business ideas to improve service delivery and improve client retention ratio of the company# Recruit, train & engage employees for optimized performance & retention# Initiate, manage, take ownership of strategic dialogues with other teams, divisions on different areas of service management and delivery# Draw up reports for the analysis of senior management and provide scheduled progress updates# Deliver subject matter expertise on the client organization and initiatives and serve as a client evangelist Show less

# Developing training strategies and plans aligned with training objectives.# Developing and delivering individual training/coaching and instructional programs, encompassing a wide range of technical, operational and management issues in terms of skills and attitude# Managing the development of training curriculum/ modules; formulating and reviewing training outlines, and determining appropriate instructional methodologies and formats. # Understanding requirements and gathering… Show more # Developing training strategies and plans aligned with training objectives.# Developing and delivering individual training/coaching and instructional programs, encompassing a wide range of technical, operational and management issues in terms of skills and attitude# Managing the development of training curriculum/ modules; formulating and reviewing training outlines, and determining appropriate instructional methodologies and formats. # Understanding requirements and gathering requisite information about what is to be written.# Providing Cross Training to Process Associates to handle High Volume Situations and reduce Idle Time.# Conferencing with the clients regarding payments and other support that was required from time to time. Synchronising with various Departments to ensure seamless process operations.# Supervising the preparation of MIS reports to provide feedback to top management on the performance in coordination with operations team# Lead teams providing Tech Support, Customer Service & Backend Support to US based customers for a 75+ FTE line of business Show less

Bca, Computer Applications

Activities and Societies: 1) Member of Elocution Group for my college 2) Represented my college at Inter State College Fest

Senior Secondary, Business/Commerce, General