Samar Singh

On a career break. Engaged in people-centric activites and honing new skills.

● Managing delivery of Technical and Non-Technical services for multiple clients.
● Overall responsibility for account management and financial management.
● Responsible for setup of new capabilities in Solution Architecture and Project Management.

- Worked as Operations Director for a Key account (largest public telecom provider).
- Overall responsible for the Transition & Transformation and Operations.
- Managing Infrastructure Management operations for a dedicated account with a team of 150+ FTE.

- Managing IT infrastructure projects for a leading French retail chain
- Working with teams from multiple geographies to deliver infrastructure solutions to clients
- Client Relationship Management - responsible for few accounts within the client's organization

CSS Corp, Wroclaw (Poland)
2008 - 2011 - Senior Manager (Global Operations Management)
- Established the Poland centre of the Organization for Near-Shore Delivery: Setting up the IT
Infrastructure, Recruitment, Training, HR Policy Administration, Steady-State Operations
- Managed more than 100 FTE in multiple geographies (Europe and Asia) in Technical Support and
Customer Service processes
- Single point of Contact for Multiple Clients for Service Delivery
- Maintained and improved practices and processes: Time to Close Tickets and Backlog resulting in
boost in Customer Satisfaction
- Lead infrastructure transition and Site movements
- Working closely with IT department, Quality Team, Accounting and Administration to support the
business
- Successfully transitioned New Business
- Actively participated in all business development activities for the Poland centre which included
identifying sales leads, engaging with potential clients and soliciting new opportunities to expand the operations.

CSS Corp, Chennai (India)
2007 to 2008 - Senior Manager (Operations)
- Successfully lead Technical Support and Customer Services teams with more than 75 FTE
- Maintaining and enhancing Client Relationship
- Account mining to identify new business and new ways to support client business

2005 to 2007 - Operations Manager
- Lead Technical Support Operations Teams for French Telecom Giant (Team Size of 30 engineers)
- Increased Team competence to take over 100% of the transferred work load
- Achieved Customer Satisfaction ratings beyond the expected levels.

2002 to 2005 - Operations Leader
- Lead Technical Support Team of 15 FTE
- Responsible for all Technical Support Multilingual Operations (Fr, En, De and Sp)
- Weekly, monthly and quarterly reporting,
- SLA Management,
- Continuous improvement of the team's performance, team motivation
- Participating in the quality initiatives of the organization