Shilpa Singh

Progressed from Senior Associate to Team Leader in 2020, led a 70-member team as a Team Manager. Seasoned operations professional with 15+ years of expertise spanning customer service, telecom, B2B order management and P&C adjudication claims. Proven leader in managing large teams, driving KPI delivery (attrition, shrinkage, capacity planning, NPS, AHT, FCR, backlog management, quality etc.), and enhancing efficiency through Lean practices and automation.

Certified in Six Sigma Green Belt, BearingPoint Active Manager, and Salesforce, with PMP and Basic Data Analyst certifications in progress

Team Leader (Team Manager) at Cummins India Ltd. (2025-07 – 2026-04)

Customer services and credit claims – North America (voice and email - blended)

• Team and Process Management: Leading a team of 70 (SMEs, Junior Managers and agents) overseeing customer credit claims and customer services inquiries for orders and credits placed
• Performance Optimization: Prepare and analyze daily, weekly, and monthly reports to support planning and data-driven decisions; manage MBRs and strengthen client relationships to align operational objectives.
• Interteam Coordination: Coordinated with warehouse and planning teams (local & global) ensure timely deliveries, and respond to customer inquiries while maintaining SLA compliance.
• Coordination with WFM/RTA: Collaborated with Workforce Management teams to optimize inbound call handling, ensuring efficient resource utilization
• Talent Acquisition and Team Development: Partner with hiring teams for interviews and staffing needs; conduct daily briefings, share updates, evaluate team performance, and implement structured development plans to drive capability and readiness.
• Process Improvement: Lean practices, and automation to enhance efficiency, responsiveness, and process quality.
• Audit & Business Reviews: Oversaw ISO audits, coordinated People Surveys to assess engagement and drive improvements, and conducted Monthly Business Reviews (MBRs) with stakeholders to present performance insights, KPI trends, and action plans aligned with operational objectives.
• KPIs: Productivity, Quality, AHT, CSAT, FCR, Continuous Improvement, attrition, capacity planning and shrinkage

Team Manager at Capita India Pvt. Ltd. (2022-02 – 2025-05)

Property Insurance Claims and Customer Service – AU and NZ – (voice and email blended)

• Team and Process Management: Led a 22-member team across NZ & AU Property claims processes, ensuring smooth operations in property insurance claim processing, and inquiry resolution.
• Performance Optimization: Managed operational efficiency, accuracy, and quality through proactive performance tracking and regular process reviews.
• Interteam Coordination: Coordinated with property managers and field officers to achieve timely and accurate investigation resolution.
• P&C Insurance Claims Review: Led the adjudication process by managing a team of claim processor who verified and investigated claim documents and incidents to ensure accuracy and maximum approvals. Also, managed the customer care process for customer inquiries on their policy and claims.
• Talent Acquisition and Team Development: Supported hiring, team development, coaching and feedback, and daily communication to strengthen performance and engagement.
• Coordination with WFM/RTA: Collaborated with Workforce Management teams to optimize inbound call handling, ensuring efficient resource utilization
• Quality Assurance and Process Improvement: Monitored live tickets and calls, ensured SLA compliance, and implemented process improvements to enhance overall workflow efficiency.
• Audit & Business Reviews: Managed ISO audits, coordinated People Survey conducted annually to measure engagement and drive improvement, and presented Monthly Business Reviews (MBRs) with stakeholders
• KPIs managed – Productivity, continuous improvement, Quality, Shrinkage, Attrition and schedule adherence, CSAT, AHT, FCR and RCR

Team Leader at Tech Mahindra Business Services Ltd. (2015-10 – 2021-10)

Customer Service – Telecom (chat/voice - blended)

• Team Leadership: Managed a team of 15 advisors handling customer service, technical support, collections and upgrade/retention through webchat and calls, ensuring smooth process execution and service delivery.
• Daily Briefings: Conducted regular briefings to share updates, communicate process changes, and align team efforts with operational goals.
• Performance Reporting: Prepared daily, weekly, and monthly reports to track performance, identify trends, and support data-driven decision-making.
• Goal Alignment: Organized meetings to set team goals and individual targets, ensuring alignment with business objectives.
• Quality Management: Maintained service standards through regular monitoring, quality checks, and compliance reviews.
• Coordination with WFM: Collaborated with Workforce Management teams to optimize inbound chat and call handling, ensuring efficient resource utilization
• Audit & Business Reviews: Managed ISO audits, coordinated Gallup Survey conducted annually to measure engagement and drive improvement
• KPIs Managed: Oversaw key performance indicators including NPS, AHT, Cross-Sell, CPP, Quality, Shrinkage, Attrition, and Schedule Adherence.

Senior Associate at WNS Global Services Pvt. Ltd. (2011-10 – 2015-04)

Property Insurance claims - Blended

• Claim Analysis: - Reviewed and evaluated insurance documents, summarized key policy clauses for property contract managers, and determined claim approvals or rejections in line with policy terms and compliance requirements.
• Client & Legal Coordination: Collaborated with clients and legal teams to resolve queries, interpret clauses, and ensure accurate understanding of contract terms.
• Training & SME Support: Delivered training sessions as a Subject Matter Expert (SME) to strengthen onboarding and enhance team capability.
• Insurance Claims Review: Assessed property insurance documents, summarized key clauses for contract managers, and approved or rejected claims based on policy terms and compliance.
• Risk & Compliance Assurance: Ensured adherence to regulatory requirements by validating documentation accuracy and mitigating potential risks.
• Quality & Documentation: Maintained high standards of documentation quality, ensuring clear, complete, and audit-ready records.

Team Leader at Softage Information Tech. Ltd. (2009-06 – 2011-09)

Telecom – data entry

• Team Leadership: Led a team of 20 operators for efficient operations
• Quality Checks: Ensured accuracy and maintained standards
• Support & Query Resolution: Addressed team queries and provided support to improve performance

Bachelor of Business Administration in Business Administration – Periyar University (2015)