Manansha Singh
Toronto,ON
Summary
Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team. Proficient in verbal, written, presentation and problem solving skills. Innovation and always looking for new ways to enhance colleagues and customer experience while delivering on business results.
Overview
11
11
years of professional experience
Work History
Customer Service Specialist
VinFast
10.2023 - Current
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Adapted quickly to changes in company policies or procedures ensuring consistency in delivering accurate information to customers.
Operations Specialist
Accenture ( U.S Division)
03.2021 - 07.2023
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
- Boosted customer satisfaction, addressing client concerns in a timely and professional manner.
- Collected, arranged, and input information into database system.
- Utilized tools like SFDC, Zendesk, Jira, CRM and Google internal software to optimize the operational tasks.
Assistant Manager
BMW Financial Services
02.2018 - 02.2021
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Achieved a 20% increase in customer retention rates within first few year.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Consistently maintained a 95% customer satisfaction rating.
- Maintain analytical approach and provide relevant insights to the manager CIC.
- Handling activities like Termination,loan cancellation, bank/ repayment etc.
- Manage interactions with sales prospects and existing customers through communication channels such as phone and email.
Team Manager
NIIT Limited
10.2019 - 05.2020
- Delivered regular team meetings for aligned work towards common goals.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Evaluated employee performance on quarterly basis and coached and trained team members, increasing quality of work and employee motivation.
Elite Desk Executive
Banking, Citibank N.A
07.2013 - 03.2018
- Managing end to end service deliverables of Citibank's High Net Worth Customer Base.
- Driving in-house quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA's for their services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
Education
BBA -
ITS College (CCS University)
01.2013
Skills
- Strategic & Innovative Thinking
- Customer Lifecycle Management
- Root Cause Analysis for Performance
- Daily workflow improvement
- Team management
- Project management
- Contact center experience
- CRM system proficiency
- Talent Recruitment
- Onboarding new hire
- Learning & Development
Accomplishments
- Received the legendary award for Q2 2020 for meeting and exceeding all KPI's.
- Winner of the O&T excellence award for the second quarter in 2014 in Citibank.
- Was recognized as a chief contributor towards the launch of BMW 360 financial program at BMWFS.
Languages
English
Full Professional
Timeline
Customer Service Specialist
VinFast
10.2023 - Current
Operations Specialist
Accenture ( U.S Division)
03.2021 - 07.2023
Team Manager
NIIT Limited
10.2019 - 05.2020
Assistant Manager
BMW Financial Services
02.2018 - 02.2021
Elite Desk Executive
Banking, Citibank N.A
07.2013 - 03.2018
BBA -
ITS College (CCS University)