Nirasha Singh

I am a dynamic Business Intelligence Specialist with extensive experience in business analytics, operational performance management, leadership, and strategic reporting within fast-paced contact centre environments. Proven ability to transform complex data into actionable insights that drive business performance, improve customer experience, enhance employee visibility, and support operational excellence. Experienced in leading cross-functional initiatives, influencing stakeholders, managing performance governance, and driving continuous improvement through data-driven decision-making.

Passionate about translating numbers into meaningful business stories that support strategic growth and operational success.

Business Intelligence Specialist/Sales Manager at Webhelp / Concentrix (2021-10 – Present)

Demonstrated strong leadership by driving team performance and fostering a results-oriented culture. Empowered individuals through coaching, guidance, and ongoing professional development. Influenced decision-making through strategic thinking and effective stakeholder engagement. Promoted accountability, ownership, and high-performance standards across teams. Successfully navigated complex business challenges by implementing strategic solutions and driving sustainable results.

• Conduct business trend analysis and transform data into actionable insights.
• Develop operational reports, dashboards, and performance scorecards.
• Present analytical findings and strategic recommendations to senior leadership.
• Collaborate with stakeholders to improve reporting accuracy and operational performance.
• Translate complex datasets into simplified visual insights for business users.
• Support business decision-making through performance analytics and forecasting.
• Monitor operational performance against business KPIs and service level agreements.
• Drive employee performance visibility and operational accountability.
• Conduct root cause analysis to identify performance improvement opportunities.
• Partner with operational teams to implement continuous improvement initiatives.
• Support service delivery teams through operational reporting and business insights.
• Consistently supported operational teams in achieving performance targets.
• Improved employee engagement through coaching and performance support.
• Assisted in driving a culture of accountability and continuous improvement.
• Enhanced operational visibility through impactful reporting and dashboards.
• Supported service delivery teams through performance reporting and analytics.
• Developed actionable business insights that influenced strategic decision-making.
• Successfully partnered with stakeholders to improve reporting accuracy and business performance.

Team Leader at Call Centre International (CCI) (2017-02 – 2021-08)

• Managed and monitored team productivity against operational KPIs.
• Conducted coaching sessions, performance reviews, and development plans.
• Mentored and developed team members to achieve business objectives.
• Managed team reporting, performance tracking, and stakeholder communication.
• Implemented performance improvement initiatives to enhance customer experience.
• Conducted call listening sessions and quality reviews.
• Managed attendance, productivity, and workforce compliance.
• Facilitated daily team huddles and performance discussions.
• Recognised and rewarded high performance to drive employee engagement.
• Managed escalations and ensured timely issue resolution.
• Developed action plans to improve team performance and service delivery.

Sales Representative at Call Centre International (CCI) (2015 – 2017)

• Promoted and sold products and services to new and existing customers.
• Identified customer needs and recommended suitable solutions.
• Achieved and exceeded daily, weekly, and monthly sales targets.
• Upsold and cross-sold additional products and services.
• Handled customer objections and converted leads into successful sales.
• Maintained accurate sales records within CRM systems.
• Followed sales processes, scripts, and compliance requirements.
• Conducted follow-ups on leads, quotes, and customer opportunities.
• Built and maintained strong customer relationships.

Customer Service Representative at Call Centre International (CCI)

• Responded to customer enquiries via phone, email, and online channels.
• Resolved customer complaints and escalations professionally.
• Provided accurate product and service information.
• Processed orders, returns, refunds, and exchanges.
• Ensured high levels of customer satisfaction and retention.
• Maintained strong customer relationships.
• Followed up to ensure customer issues were fully resolved.
• Delivered exceptional service in line with company standards.

Matric – Eastbury Secondary School (2010 – 2014)