Arminder Singh Email & Phone Number

Sunnyvale, California, US

Sunnyvale, California, US

Oakland, California, US

• Led the oversight of tools, technology, processes, and reporting teams within Member Support, driving the definition of requirements to enhance operational efficiencies across all support channels.
• Oversaw teams across diverse domains and locations to drive improvements in systems, processes, operational standards, and product enhancements.
• Led the scoping and definition of requirements, strategized, rolled out, and collaborated cross-functionally for support systems projects, encompassing CRM (voice, email, chat), Help Center, and KB management for.
• Ensured end-to-end launch readiness and feedback integration within Member Support for all Credit Karma products, aimed at streamlining customer experience.
• Drove contact reduction initiatives and collaborated on cross-functional efforts to influence the production roadmap, thereby decreasing Support ticket volumes.
• Maintained proactive and regular communication with Credit Karma Product, Marketing, Security, Legal, Engineering, and IT teams, ensuring the representation of the “Voice of Member” (Voice of Customer).

Austin, Texas, US

• Managed global support operations within the support department, focusing on scaling for growth and enhancing the customer experience through improved tools and processes.
• Collaborated on defining business requirements, assessing solution adoption, and evaluating contract renewals, contributing to identifying cross-sell opportunities for the sales team.
• Worked alongside key stakeholders to establish the business case for 24x7 support availability, leading to the successful launch of 24x7 global support operations, which involved comprehensive schedule, cost, risk.
• Recognized the need for a new CRM solution and efficiently launched Salesforce Service Cloud (CRM Platform) within budget and ahead of schedule.
• Elevated Customer Satisfaction Score (CSAT) from 88% to 97% within a 1.5-year timeframe.
• Implemented data-driven capabilities in support operations, leveraging data for strategic decision-making and operational enhancements, resulting in improved processes, cost efficiencies, and performance.

Grand Rapids, Michigan, US

• Managed support operations globally for Quark Solutions.
• Defined segmentation of customer base and built strategies and monitored operational metrics on a continued basis to identify areas for improvement.
• Standardized customer support model to ensure strong foundation for long-term customer satisfaction.
• Facilitated customer resolution for escalated issues and followed-up with customers to ensure issues are resolved and customers are satisfied with the resolution.
• Developed a trusted advisor relationship with customer executive sponsors and understood their business and support requirements, level of adoption of the solutions and assessed the risk in renewing their contracts.
• Continuously worked on improving efficiency of support processes, customer satisfaction (CSAT & NPS) and the tools for monitoring support metrics.

Grand Rapids, Michigan, US

• Responsible for overall customer experience – product & service – around all Quark Enterprise products.
• Helped launch 24x7 global support operations. Recruited, trained and developed the staff to provide enterprise class customer experience.
• Managed support for key customer accounts in the Financial, Government, Manufacturing and Publishing Sector.
• Provided prompt and complete resolution to technical issues and business challenges reported by the customers.
• Served as a Subject Matter Expert (SME), in related functional and technical areas.
• Shared best practices with team members to enhance the quality and efficiency of customer support and contributed to the knowledge base and improved self-service adoption rate.

Grand Rapids, Michigan, US

• Worked closely with customers and stakeholders to understand the market needs and accordingly identified and defined Product and Business Requirements and use cases.
• Managed an enterprise class Client-Server software product, from concept through to delivery and maintenance by following Scrum – Agile software development.
• Worked closely with Sales, Engineering, Quality Engineering (QE), Marketing and Web teams to ensure product development occurs as per specifications and all external and internal commitments and expectations against.
• Defined the product level strategy and roadmap based on sales & marketing data, technical and customer support requirements, and high-level company strategy.
• Managed and forged partnerships with developers, partners and System Integrators to build an ecosystem so customers could fully leverage the full potential of Quark Solutions.
• Interacted closely with customers in the US, European and Asian markets to understand their unique business requirements and come up with new features to meet their needs.

• Analyzed market opportunities and competition and specified market requirements for current and future products and delivered requirement documents/mock-up screens to the development teams.
• Worked across departments and collaborated with business managers, UX team, systems architects, engineering delivery teams, project managers, QA, and operations teams to ensure product development occurs as per.
• Developed business plans, pricing and licensing strategies for products and technologies.
• Created technical user personas and user scenarios
• Defined the product level strategy and roadmap based on sales & marketing data, technical and customer support requirements, and high-level company strategy.