Ram Ramaiti Singh

Operations Associate

Noida, Uttar Pradesh, India10 yrs 1 mo experience

Most Likely To SwitchAI Enabled

Key Highlights

Led global customer support operations for 15+ years.
Achieved 30% to 8% contact ratio reduction through automation.
Improved customer satisfaction from 80% to 94% in six months.

Stackforce AI infers this person is a Customer Experience leader in BPO and SaaS industries.

Contact

Skills

Core Skills

Customer ExperienceCrisis ManagementCustomer SupportProcess ImprovementVendor ManagementQuality AssuranceOperational ManagementPartner ManagementCall Center OperationsCustomer Service

Other Skills

ACDAHTAnalyticsAnnual operating plan (AOP)Business Process Outsourcing (BPO)Business StrategyBusiness-to-Business (B2B)CRMChange ManagementChat ProcessChatbotsContact Center OperationsContact CentersCross-functional CoordinationCross-functional Team Leadership

About

Customer Experience | Global CX Operations | Remote Team Leadership | Automation Customer-obsessed CX leader with 15+ years of experience scaling high-impact support teams across India, Europe, and Australia. At Flix (a global mobility brand), I’ve led 24/7 operations, collaborated with international stakeholders, and managed crisis response across time zones — all while driving service quality from India. I specialize in building global support frameworks, reducing contact ratios (30% to 8%), improving CSAT (80% to 94%), and implementing automation (chatbots, IVR, self-serve tools). My leadership style blends data, empathy, and execution — delivering scalable solutions in dynamic, multicultural environments. Skilled in Salesforce, CRM platforms, BI tools, and vendor management — with proven success leading 250+ remote associates and optimizing support for B2B and B2C customers.

Experience

10 yrs 1 mo

Total Experience

1 yr 5 mos

Average Tenure

2 yrs 5 mos

Current Experience

Flix

Sr Manager Global Customer Support, Crisis, Safety

Jan 2024 – Present · 2 yrs 5 mos · Gurugram, Haryana, India · Hybrid

Built and led 24/7 Traffic Control, Safety, and Customer Support teams from scratch, establishing a robust operational framework across Pan India.
Boosted first departure on-time performance from 33% to 85% through proactive compliance checks and rigorous monitoring.
Improved overall on-time performance from 55% to 75% by implementing GPS navigation checks across all routes, ensuring operational efficiency and route adherence.
Achieved a significant Contact Ratio reduction from 30% to 8% by automating customer communication and streamlining inquiry resolutions.
Spearheaded Global Stakeholder Management, collaborating with international teams to design and refine customer service processes aligned with global standards.
Increased Customer Satisfaction scores from 3.0 to 4.5 by integrating customer feedback into ongoing process improvements and service strategies.
Established seamless collaboration between Indian and Global cross-functional teams, ensuring alignment of goals and operational excellence.
Designed and executed safety protocols and traffic control measures, ensuring adherence to compliance standards and enhancing passenger safety.

Remote MonitoringContact CentersCross-functional Team LeadershipCross-functional CoordinationVirtual TeamsCustomer Satisfaction (CSAT)+5

Busy infotech pvt. ltd. (an indiamart company)

Sr Manager Customer Support

Oct 2022 – Sep 2023 · 11 mos · Noida, Uttar Pradesh, India · On-site

Enhanced the governance structure for in-house and external contact center operations.
Improved customer satisfaction (C-sat) from 80% to 94% within 6 months.
Increased renewal and upgrade revenue by 267% through process excellence.
Reduced cost per contact by 24% in three months.
Managed 140 outsourced employees and 40 in-house associates.
Designed a training program based on top call driver that reduced repeat complaints by 15%.
Led cross-functional projects for system integrations, training on new product launches, Feedback shared based on Voice of the customer to the product and engineering team.
Improved SLA from 80% to 95% and Occupancy from 55% to 75% within four months.
Successfully planned and executed Annual Operating Plans (AOPs) while optimizing processes.
Oversaw financial obligations and contact center billings.

Service-Level Agreements (SLA)Software as a Service (SaaS)People ManagementContact Center OperationsCustomer SatisfactionMicrosoft Power BI+19

Paytm

Vendor Manager - Contact Center

Oct 2021 – Jul 2022 · 9 mos · Bengaluru, Karnataka, India

Oversaw day-to-day operations and delivery by outsourced partners.
Conducted regular audits and quality checks to ensure adherence to policies, procedures, and SLAs.
Served as the main interface between partners and internal teams.
Identified opportunities for workflow enhancement and staff utilization.
Headed Customer Care for Travel Vertical (Bus, Train, Flights & Hotels).
Proficient in GDS & LCC flight operations.
Introduced smart IVR, saving around 15 lacs every month.

Service-Level Agreements (SLA)Process AutomationPeople ManagementACDTravel processContact Center Operations+27

Droom technology

Sr Manager Customer Support

Jun 2019 – Jul 2020 · 1 yr 1 mo · Gurgaon, India

Managed National and International Customer service operations.
Ensured SLAs and deliverables were met.
Enhanced NPS across all channels (Voice, Email & Chat)
Reduced response and resolution times through Freshdesk integration from 2hrs to 30 mins.

Service-Level Agreements (SLA)People ManagementACDContact Center OperationsCustomer SatisfactionChat Process+15

Ezmall.com

Manger- Customer Service ( Partner Management)

May 2017 – Jun 2019 · 2 yrs 1 mo · Noida Area, India

Led Process Transition RFP/RFQ and shortlisted Contact Center Partners.
Managed a team of 250 customer care executives.
Reduced costs and AHT, improving CSAT with AI solutions.

Service-Level Agreements (SLA)People ManagementACDContact Center OperationsCustomer SatisfactionContact Centers+13

Videocon consumer durables

Vendor Manager

Aug 2014 – May 2016 · 1 yr 9 mos · Noida Area, India

Managed end-to-end Call Center operations for two centers, overseeing call volume, customer service, and cost management.
Successfully ramped up operations from 25 seats in August 2014 to over 200 seats within four months, contributing to a significant increase in daily sales.
Achieved a notable 35% conversion rate on business calls, handling 14,000+ calls daily.
Implemented strategies to minimize customer complaints and ensured timely closure within SLAs.
Proficiently managed Dialer systems, facilitated CRM development and established an end-to-end process for handling Non-Delivery Reasons (NDR) in courier services at the vendor location.

Service-Level Agreements (SLA)People ManagementACDContact Center OperationsCustomer SatisfactionContact Centers+11

Naaptol online shopping pvt. ltd

Senior Team Lead

Jun 2013 – Jul 2014 · 1 yr 1 mo · Noida, Uttar Pradesh, India · On-site

Successfully initiated and managed the end-to-end customer service process at Naaptol.com, achieving high customer satisfaction.
Proactively coordinated with vendors to expedite case closure, ensuring accurate and timely communication with customers for effective case resolution.
Introduced and established the NDR (Non-Delivery Reasons) process and E-Postal deliveries at Naaptol, enhancing operational efficiency and customer service..

Contact CentersCustomer Service