Bijendra Pratap Singh
Ghaziabad,Uttar Pradesh
Summary
Results-oriented Contact Center professional with 21 years of experience in customer service and operations across diverse environments. Expertise includes inbound and outbound communications, customer lifecycle management, and process improvement. Proven ability to enhance customer satisfaction and operational efficiency while leading high-performing teams to achieve business objectives.
Overview
22
22
years of professional experience
Work History
Associate Vice President
Globiva Services Private Limited
05.2026 - Current
- Led strategic initiatives to enhance operational efficiency across multiple departments.
- Developed and implemented policies to improve service delivery and client satisfaction.
- Collaborated with cross-functional teams to align on company goals and objectives.
- Managed workforce of 1400 employees at various locations.
Assistant General Manager
Ocube Services Private Limited
11.2025 - 03.2026
- Managed operations, MIS, training, and quality for free zone business license issuance process in the UAE, enhancing service delivery.
- Supervised 400 full-time equivalents in India, Egypt, and Fujairah, driving performance and supporting revenue generation initiatives.
- Managed daily operations and ensured smooth workflow across departments.
- Coordinated staff schedules and delegated tasks for efficiency.
- Developed training programs to enhance employee performance and skills.
Head of Operation
Tech Mahindra
07.2023 - 11.2025
- Led operational strategies to enhance efficiency across multiple business units.
- Oversaw 800 FTEs in Noida and Mumbai, contributing to monthly revenue of 4 CR and maintaining average EBITDA of 13%
- Managed cross-departmental projects to streamline workflow and communication.
- Oversaw resource allocation to optimize performance and reduce waste.
- Managed E-comm and credit bureau processes for Flipkart and TransUnion CIBIL across multiple locations
Sr. Manager - Operations
Globiva Services Private Limited
02.2022 - 05.2023
- Oversaw 600 FTEs across Gurgaon & Kolkata, driving revenue of 2.4 CR per month
- Managed PNL end to end, achieving a gross margin of 35%
- Achieved No.1 ranking across 17 partners of Swiggy for 1 year in all LOBs
- Streamlined multiple blended processes (Chat & Voice) for Swiggy Food, Instamart & Cashify to enhance operational efficiency
Senior Manager – Operation
ICA Edu Skills Pvt. Ltd.
04.2019 - 02.2022
- Led operations for 120+ centers offering account courses and UG admissions across India
- Oversaw customer service and tele-sales teams of 800 employees, driving revenue of 3.5 CR
- Managed project timelines and resources to ensure timely delivery of services.
- Coordinated with stakeholders to align educational strategies with market needs.
- Led team in developing training programs for diverse educational initiatives.
Manager – Customer Service
123storess E-Commerce Pvt. Ltd.
11.2013 - 11.2018
- Led customer service team of 200 FTEs, focusing on enhancing service quality.
- Managed team providing customer support to buyers across multiple marketplaces (amazon.com, amazon.ca, eBay.com, rakuten.com, sears.com, newegg.com & 123stores.com) in USA & Canada via email and voice.
- (Intrasoft Technologies Limited)
Assistant Manager – Operations
CarDekho.com
Jaipur
11.2012 - 10.2013
- Led a team of 150 FTEs to achieve operational goals
- Managed car dealer sales to end users through in-house and outsourced call centers
- (Girnar Automobiles Pvt. Ltd.)
Assistant Manager - Operations
Askme.com
11.2011 - 11.2012
- Managed daily operations for customer service teams at a leading online marketplace.
- Led tele-sales operations for east India, managing outsourced partners to enhance service delivery for online media company
- Streamlined communication processes between departments to improve service delivery.
- Coordinated training programs to enhance staff skills and operational efficiency.
Process Leader- Operations
Firstsource Solutions Limited
07.2009 - 09.2011
- Led team of 20 associates in releasing funds post-due diligence, achieving quality levels of 99% against a target of 98%.
- Led cross-functional teams to streamline operational workflows and enhance efficiency.
- Developed and implemented process improvement initiatives to optimize service delivery.
- Facilitated training sessions for new team members on process standards and protocols.
- Managed international mortgage operations for UK-based bank, ensuring compliance with regulatory standards.
Customer Care Officer
Aegis Limited
11.2006 - 07.2009
- Ensured quality assurance for 15.5 months as Senior Executive for HUL Pureit (Inbound) & Anandrathi (Share Broking Outbound) Process, driving compliance with service standards.
- Managed customer inquiries and support for 10 months at TATA Indicom, rotating through general desk, data desk, and top corporate desk to enhance service delivery.
- Led operations team for 6.5 months at TATA Indicom Prepaid, coordinating workflows and improving team performance.
Campaign Coordinator (Tele Sales Executive)
Vishnu Solutions Pvt. Ltd.
08.2004 - 11.2006
- Conducted outbound sales calls to U.S. clients to generate leads and drive sales growth
- Coordinated marketing campaigns across various platforms and channels.
- Collaborated with team members to develop engaging content and messaging.
- Managed project timelines and ensured adherence to deadlines.
Education
Graduate -
Skills
- Operational Leadership
- Process Optimization
- Process improvement
- Quality Management
- Quality control tools
- Lean Sigma
- Six Sigma YB
- Data Analysis
- Employee retention training
- Leadership Development
Accomplishments
- Star TL, Star Magician and Star Team for consecutive 2 quarters
- Received several awards from client
- Received Best Manager, Guru – The People Manager award multiple times along with client’s appreciation
Languages
- English
- Hindi
- Bengali
Disclaimer
I hereby declare that the informations provided by me in the above statements are true to the best of my knowledge & beliefs.
Academics
Graduate
Personal Information
- Father's Name: Mr. Narendra Singh
- Date of Birth: 01/04/86
Timeline
Associate Vice President
Globiva Services Private Limited
05.2026 - Current
Assistant General Manager
Ocube Services Private Limited
11.2025 - 03.2026
Head of Operation
Tech Mahindra
07.2023 - 11.2025
Sr. Manager - Operations
Globiva Services Private Limited
02.2022 - 05.2023
Senior Manager – Operation
ICA Edu Skills Pvt. Ltd.
04.2019 - 02.2022
Manager – Customer Service
123storess E-Commerce Pvt. Ltd.
11.2013 - 11.2018
Assistant Manager – Operations
CarDekho.com
11.2012 - 10.2013
Assistant Manager - Operations
Askme.com
11.2011 - 11.2012
Process Leader- Operations
Firstsource Solutions Limited
07.2009 - 09.2011
Customer Care Officer
Aegis Limited
11.2006 - 07.2009
Campaign Coordinator (Tele Sales Executive)
Vishnu Solutions Pvt. Ltd.
08.2004 - 11.2006