Resha Singh

Dynamic and results-oriented professional with 20+ years experience managing multi-country teams across digital advertising and US financial services (mortgage) domains. Proven track record of driving successful digital advertising strategies and optimizing operations to achieve business objectives. Committed to delivering excellence in leadership, innovation, and operational efficiency.

Graduate with 20+ years of professional experience across ITeS Industry. Global Operations Owner leading onshore-offshore performance centers. Strategic Decision maker focused on organizational and operational improvements through analytical framework and market research. Extensive experience in Data Operations, Quality Assessment and Training/Recruitment initiatives for the Organization. Proven track record reflecting stability and scalability of the existing business as well as development, growth and sustainability of new business/functions. Client Relations and Vendor Management focused on improving existing relationship and driving organic and inorganic growth of business vertical. Strong People Management skills with an improved retention trend for various verticals and roles handled across organizations as well as creating Succession Framework for key positions. Core leader representing the organization for various compliance, rating agency, regulatory and audit meetings as well as successfully supporting the company's Operations Strategy, Social and Engagement Initiatives, Transition process, to name a few.

• Collaborated with team of [Number] in the development of [Project name].
• Achieved [Result] by completing [Task] with accuracy and efficiency.
• Documented and resolved [Issue] which led to [Results].
• Achieved [Result] through effectively helping with [Task].
• Supervised team of [Number] staff members.

• Mortgage Bankers Association Certifications of US Mortgage processes
• Fair Debt Collection Practices Act
• Call Based Solutions (CBS) Leadership Training Certified by Jay Hale, V.P CBS
• The Seven Habits for Managers Workshop by Franklin Covey
• HOPE (How to Organize, Plan, Prioritize and Execute) program
• CORE (Communications and Relationship) program
• Situational Frontline Leadership Training

• Idea Generation Platform – Euridea (pronounced as “your idea”), Create an internal platform to encourage broad range of ideas to promote innovation and creative freedom of the employees across the organization. The funneling stages included generation and collection of ideas, refine and evaluate, validate and test, implement. Euridea was implemented in April 2021, leading to 240+ ideas generated with 27 idea implementation, 2 projects and 32 kaizens till May 2022.
• Process Mapping and Documentation Standardization, Identification and selection of Epiplex, a leading provider of enterprise software that helps companies' manager their IT driven business process transformations. Implemented in December 2021, and executed for India site by June 2022 and Philippines by December 2022. Process standardization leading to improved training, process guidelines, reassess performance targets.
• Customer Satisfaction Survey, Implementation of customer satisfaction survey across all key clients for the organization. Survey focused on key aspects like communication, leadership, performance, improvement opportunities etc. Initiated half-yearly customer survey effective August 2021. Improvement in customer satisfaction survey participation (56% in Aug'21 to 78% in Aug'22) and score (4.01 in Aug'21 to 4.42 in Aug'22).
• Operations Hygiene Scorecard, Initiated scorecard to assess holistic hygiene of each process. Scorecard included assessment on SOP, process changes, audit and feedback mechanisms, root cause analysis on errors, PKTs, meetings mechanisms, 1:1 and skip connect, reporting cadence, improvement projects, among other parameters. Scorecard initiated in September 2021 with assessment every quarter. Hygiene audits completed for 25 accounts along with highlighting opportunities to meet 80% threshold.