Abhishek Singh

Results-driven Operations Leader with 14+ years of progressive experience in First-Party BPO Collections, managing delinquency buckets from 05 to 120 days for major US financial clients. Proven track record of leading 400+ FTE teams across multi-shift environments, driving measurable improvements in Right Party Contact (RPC) rates, Account Cure Rates, and cost efficiency. Deep expertise in FDCPA compliance, workforce management, speech analytics, and data-driven recovery strategy.

Experienced in end-to-end client partnerships, capacity planning, and building high-performance operations cultures.

General Manager – Operations at First Credit Services, Inc. (2024-12 – 2026-01)

Client: Credit One Bank | Portfolio: First-Party Collections | Team Size: 400+ FTEs Directed end-to-end first-party recovery operations across multi-shift collections portfolios for Credit One Bank, managing delinquency buckets from 05 to 120 days.

• Drove consistent improvements in Right Party Contact (RPC) and Account Cure Rates through structured performance governance and targeted agent-level coaching.
• Built and deployed real-time dashboards and analytics frameworks, enabling data-informed decisions for supervisors and floor staff.
• Maintained 95%+ audit compliance with FDCPA and client-specific regulatory standards across all shifts.
• Led speech analytics adoption and auto-dialer strategy optimization, directly improving contact efficiency and recovery outcomes.
• Championed capacity planning, hiring roadmaps, and vertical expansion initiatives to support scalability and operational resilience.
• Collaborated with client leadership to share operational intelligence and co-develop recovery strategies aligned with portfolio goals.

Service Delivery Leader at iEnergizer (2024-09 – 2024-11)

Transitioned into SDL role at iEnergizer, overseeing collections operations and ensuring continuity of performance standards for US financial services clients.

• Managed SLA governance, team performance metrics, and client reporting across active collections campaigns.

Senior Manager – Operations at iEnergizer (2021-09 – 2024-08)

Directed large-scale first-party collections operations for US-based financial services clients, managing inbound and outbound recovery flows.

• Introduced standardized reporting frameworks, replacing legacy manual processes and improving visibility into daily KPIs.
• Drove agent engagement and retention through structured rewards programs, reducing attrition by improving team culture.

Manager – Operations at iEnergizer (2018-09 – 2021-08)

Managed team leaders and quality analysts across collections campaigns, maintaining consistent SLA delivery for US clients.

• Supported process transitions and client onboarding, ensuring smooth ramp-ups with high operational integrity.
• Designed and delivered training frameworks that enhanced process maturity at the team leader and QA level.

Assistant Manager – Operations at iEnergizer (2016-09 – 2018-08)

Supervised floor operations for collections campaigns, monitoring agent-level performance and conducting daily briefings.

• Assisted in capacity planning and shift scheduling to maintain optimal staffing levels across campaigns.

Team Leader – Operations at iEnergizer (2014-09 – 2016-08)

Led a team of collections agents, conducting daily performance reviews, call monitoring, and real-time coaching.

• Consistently achieved team-level collection targets and maintained compliance with client and regulatory guidelines.

Customer Service Executive at iEnergizer (2012-09 – 2014-08)

Handled inbound and outbound collections calls for US financial services accounts, meeting daily resolution and recovery targets.

Bachelor of Arts – Veer Bahadur Singh Purvanchal University, Jaunpur