Abhishek Singh

Results-driven Operations Leader with 14+ years of experience in first-party collections, contact center operations, and large-scale team leadership. Proven track record of managing 250+ FTEs, improving recovery and cure rates, and ensuring strong compliance. Skilled in data-driven decision-making, cost optimization, and client management.

General Manager – Operations - First Credit Services Inc. - Noida

(2024-12)

• Lead collections operations for Credit One Bank with 250+ FTEs
• Improved RPC and Cure Rates through performance governance
• Implemented real-time dashboards for decision-making
• Ensured 95%+ compliance with FDCPA standards
• Led hiring, capacity planning, and process improvements

Service Delivery Leader - First Credit Services Inc. - Noida

(2022-09 - 2024-12)

• Managed collections portfolios and improved cost efficiency
• Developed coaching and QA frameworks
• Handled client escalations and operational risks

Senior Manager – Operations - iEnergizer - Noida

(2020-09 - 2022-08)

• Led large-scale US collections operations
• Introduced structured reporting systems
• Improved team engagement and retention

Manager – Operations - iEnergizer - Noida

(2018-09 - 2020-08)

• Managed collections teams and SLA performance
• Supported process transitions and onboarding

Assistant Manager – Operations - iEnergizer - Noida

(2016-09 - 2018-08)

• Supervised teams focusing on quality and productivity

Team Leader – Operations - iEnergizer - Noida

(2014-09 - 2016-08)

• Managed frontline teams and daily targets

Customer Service Executive - iEnergizer - Noida

(2012-09 - 2014-08)

• Handled US customer interactions and collections

Bachelor of Arts - Veer Bahadur Singh Purvanchal University