Raman K. Singh

Client Operations professional with 8+ years of experience in B2B client onboarding, process migration, and quality coaching within fintech and financial services. Led a Fortune 500 client operations migration from the U.S. to India, building the operating model and SOPs from scratch and delivering a 20% reduction in processing time through data-backed time & motion studies. Skilled in cross-functional stakeholder management, risk mitigation, escalation management, and coaching new associates through high-stakes ramp-up phases.

Recognized with 30+ performance awards, including the Trail Blazer Award (2024), for measurable business impact. Regularly integrates AI tools (Microsoft Copilot) into daily client operations workflows to accelerate turnaround and improve accuracy. Currently pursuing an MBA in Business Analytics to strengthen data-driven decision-making in operations.

Client Specialist – Electronic Billing & Receivables Solution (EB&RS) at FISERV (2023-04 – Present)

Selected for the pilot team leading Fiserv's Fortune 500 client operations migration from the U.S. to India.

• Onboarding Management: Own end-to-end B2B client onboarding for 20–25 new accounts per month, leading kick-off calls, defining setup requirements, and maintaining proactive weekly touchpoints from kick-off through go-live.
• AI-Augmented Workflow: Integrate Microsoft Copilot into daily operations — drafting client emails and follow-ups, analyzing and summarizing contracts, calculating bills, and converting client-submitted images into Excel/Word/PDF formats for further processing — to accelerate turnaround and maintain accuracy across 20–25 active accounts.
• Process Architecture: Built onboarding workflows, milestones, SOPs, and service standards from the ground up at a greenfield site with no established playbook, aligning timelines and dependencies to hit go-live targets.
• Process Improvement: Conduct baseline and bi-annual time & motion recalibration studies, translating performance data into a 20% reduction in post-migration processing time.
• Risk & Compliance: Author and standardize SOP and handover documentation at each transition point, ensuring audit readiness from Day 1 and enabling incoming teams to onboard with minimal ramp-up friction.
• Client Retention: Monitor CSAT, first-contact resolution, and escalation trends during the post-onboarding window to identify risk early and reduce client churn.
• Quality Coaching: Evaluate live and recorded associate interactions, delivering structured coaching and feedback during the critical ramp-up phase.
• Client Collections & Issue Resolution: Lead client collections and issue resolution via email and phone, sustaining a consistently high first-contact resolution rate and strong CSAT outcomes.
• Cross-Functional Coordination: Partner daily with U.S.-based stakeholders across time zones, sustaining synchronized workflows and service continuity.
• Recognition: Received 30+ performance awards through Fiserv's Living Proof program, including the Trail Blazer Award (2024).

Business Associate – Business Process at FISERV (2018-03 – 2023-03)

• SLA Compliance: Maintained a 99.9% quality compliance rate for high-volume check-return processing within high-stakes 30–45-minute turnaround windows.
• Volume Operations: Processed an average of 185–200 complex cases daily with minimal supervision while meeting strict service standards.
• Global Coordination: Partnered daily with offshore teams and international clients to ensure frictionless execution and resolve critical system processing errors.
• Training & Development: Authored process SOPs that reduced new-hire onboarding ramp time and recurring processing errors.

Customer Service Executive – Uber Process at TELEPERFORMANCE (2016-03 – 2018-01)

• Queue Management: Resolved 250–300 high-volume support tickets daily across inbound voice channels for U.S. and Canadian markets.
• Root Cause Analysis: Diagnosed recurring systemic issues using root cause analysis, surfacing process enhancements that improved team-wide metrics.
• Client Satisfaction: Improved queue-wide CSAT through specialized conflict de-escalation strategies and empathetic, solution-focused communication.
• Shift Operations: Supported round-the-clock rotational shift operations, maintaining performance consistency across a remote, distributed team environment.

Master of Business Administration (MBA) in Business Analytics – Amity University (2025-01 – 2027-01)

Bachelor of Arts (BA) in English Language & Literature – Swami Vivekanand Subharti University (2023-11 – 2025-10)