Saurav Singh

Client Operations & Stakeholder Management professional with 5+ years of experience supporting international (US) clients in high-volume environments. Expertise in client servicing, executive escalations, stakeholder communication, operational excellence, cross-functional collaboration, and mentoring teams. Proven ability to exceed SLA, CSAT and quality metrics while solving complex customer challenges.

Subject Matter Expert - TELUS INTERNATIONAL

(2024-04 - 2026-03)

• Managed high-priority client escalations for international gaming operations.
• Collaborated with Operations, QA and Leadership teams to resolve complex issues within SLA.
• Mentored frontline advisors, contributing to a 10% reduction in Average Wait Time.
• Maintained 90%+ Quality Score while consistently exceeding CSAT targets.
• Investigated account security, payment disputes and fraud-related cases.
• Earned 3 Monthly Recognition Awards and 1 Quarterly Excellence Award.

Subject Matter Expert - TELEPERFORMANCE

(2022-02 - 2023-11)

• Primary escalation owner for complex customer issues involving US clients.
• Mentored 15+ advisors, improving team quality by 10%.
• Led operational briefings and partnered with senior operations leadership.
• Worked effectively under stringent deadlines while maintaining high accuracy.

Customer Support Executive - COGENT E-SERVICES

(2020-10 - 2022-02)

• Delivered end-to-end customer support for logistics and order management.
• Improved First Call Resolution by 55% through analytical problem solving.
• Supported process improvement and SOP documentation.

Bachelor of Arts - Veer Bahadur Singh Purvanchal University