Isha Singh

Detail-oriented Operational Expert with solid hands-on experience in managing international client processes, handling complex escalations, vendor communications, and multi-channel queues across voice and non-voice email workflows. Gold Medalist in Economics equipped with a strong background in Lean Six Sigma process improvement and advanced spreadsheet analytics. Adept at providing real-time floor support, mentoring teams, and applying data-informed problem-solving to streamline service resolution and optimize operational accuracy.

Operational Expert - Teleperformance - Pratap Nagar, Jaipur

(2025-05 - 2026-09)

Delivered high-quality operational support across international email and voice channels, handling UK and US client accounts in dynamic rotational shift environments.

• Managed complex escalations, vendor calls, and high-priority non-voice inquiries within premium queues, consistently meeting strict SLA targets and accuracy benchmarks.
• Provided real-time floor support, assisting and mentoring team members on active queries to improve overall team accuracy, reduce average handling time, and maintain service quality.
• Applied Lean Six Sigma principles and structured root-cause analysis to identify recurring workflow bottlenecks and streamline resolution processes.
• Leveraged spreadsheet-based tracking and data analytics to record query patterns, support operational reporting, and inform ongoing process improvements.

Bachelor of Arts (B.A. Pass) - Economics - Jaipur National University, Jaipur (2022 - 2025)

12th Grade (Higher Secondary) - RJM College, Bihar (2022)

10th Grade (Secondary) - Delhi Public School (DPS)