Neela Sinha
About
Detail
Vice President, Operations Solutions, APAC
India
Résumé
Jobs
verified_user
0% verified
Vice President, Operations Solutions, APACADVATIX Advanced Supply Chain and LogisticsJul 2022 - Apr 2026 (3 years 10 months)Leading customer success with a team of 400+ personnel, supporting B2B and B2C operations for clients based in US, Canada and EU. Ensuring Operations delivery and Profit margins for diverse lines of businesses in supply chain and logistics area encompassing Customer support, Dispatch management, IT Helpdesk, Finance and Analytics support for clients, with close collaboration between teams in APAC and North America.- Senior Director – Service Delivery ManagementSutherland Global Services Pvt LtdFeb 2021 - Jul 2021 (6 months)Transition and service delivery of call center operations for an International Ecomm client, with customer span in North America * Set up & KPI delivery of voice-based call center operations for N. America, supporting ecomm process * Client relationship management with EBIDTA delivery
- SConsultant - Service deliveryStart UpsSep 2018 - Jan 2021 (2 years 5 months)Worked as Business consultant for national/ international projects with different start-‐ups (Wevalue Pvt. Ltd., Weaddo) * Work with B2B customers to produce & deliver products & services * Work with Suppliers/Technology teams to customize products and services as per customer requirement * Overseeing the various stages of customer relationship from on-‐boarding them in business to product delivery
- General Manager, Customer ExperienceTelenorSep 2009 - Aug 2018 (9 years)National Head: Service Assurance & Backend operations, Telenor India Leadership and service delivery for backend operations and service assurance function nationally. Responsible for delivering C-Sat and financial efficiency within a culture that is consistent with the values of Telenor. * Service /KPI delivery of Backend operations (Chat, email) in multiple partner/ center/circle environment, Pan India * Collaborate with partners like Kochar, TBSS, Genpact, Teleperformance etc. for SLA and Financial Governance * Lead service assurance via Training delivery & Quality monitoring across vendors, and lines of business * Lead cross functional collaborations for continuous improvement, leading to productivity and process efficiency * Ensure o
- Senior Customer Service ManagerAircel LimitedDec 2007 - Sep 2009 (1 year 10 months)* Set up and lead call center and backend operations (Complaint management, Customer acquisition/Onboarding) for customers and channel partners via Outsourced partner management model ensuring service efficiency and KPI delivery * Set up and manage Retail/Store operations across different models of COCO, COFO and FOFO across the circle * Develop strategies to achieve financial, operational and C-Sat goals as a business unit / circle operations * Implement robust process framework across verticals to drive operational efficiencies via technology and innovations
- RManager Customer Care/ Call Center Head (Inhouse & Outsourced operations)Reliance Telecom LimitedFeb 2005 - Dec 2007 (2 years 11 months)Led the call center operations with dual model of 200 seater Inhouse and Outsourced call center set up for cost optimization and service quality delivery
- Assistant Manager - Non-Tech call center and Escalation deskTata TeleservicesJul 2002 - Feb 2003 (8 months)
- RManagerial cadre, Customer careReliance Telecom LimitedJul 1998 - Jul 2002 (4 years 1 month)
- Senior Operations ExecutiveDSS Mobile Communications Limited MobilinkMar 1998 - Jul 1998 (5 months)
- Customer Care ExecutiveairtelJun 1996 - Feb 1998 (1 year 9 months)