Upendra Singh

***** ***** ********* **** ******, TX 75063

Phone: 972-***-**** E-mail: acqy3h@r.postjobfree.com

Professional Summary

Results-driven Global Operations and Fortune 500 Client Management Professional leveraging 25+ years of contact center and transaction processing success Key account SME, driving revenue growth and solutions development Service delivery expert, implementing industry best practices Skilled technology analyst, introducing leading-edge solutions Articulate communicator, transcending global language/cultural barriers to build rapport and trust at all levels Valued client advisor, building strategic relationships with internal and external stakeholders Top performer who thrives in high-demand, high-expectation environments Enterprise change agent, creating success-oriented cultures Diverse culture expert, having lived & worked in Australia, India, Sri Lanka, the Philippines and USA.

Professional Experience

Teleperformance, USA Dallas, TX

Chief Operating Officer – Aug 2014 – Feb 2015

Total oversight of Operations, Training, WFM, Transition, Administration, BFA. Responsible for overall performance, profitability, and growth. Developed and implemented company strategy, including long- and short-range objectives, revenue generation, and deliverables.

Successful Ownership transition from Aegis to Teleperformance, aligning vision, directing change, enhanced Client & Employee engagement across US centers in Fairmont (WV), Port Saint Lucie (FA), Sierra Vista (AZ), Joplin (MO), Los Angeles (CA), Killeen & Dallas (TX)

A collaborative results focused approach, allowed for this largest ever M&A in Teleperformance’s history, to also be amongst their most successful transition. Led by example to ensure the complete leadership team stayed through the crucial Annual ramp season for Healthcare clients such as Humana, UHC, Blue Shield of California, besides AT&T, American Express, Prosper amongst many others.

Leveraged Social media tools to multiply exposure and enhance the awareness around Transition timelines & progress for the employee. On line Contests helped to enhance employee engagement & brand association, optimizing employee retention and minimizing disruption to Client campaigns.

Aegis, Limited Dallas, TX

Chief Operating Officer, Aegis, US & Costa Rica - Aug/2013 – July/2014

Selected for relocation to the US, as previous Business leader was re located to HQ as Company CEO. Responsible for $200 Mil Revenue, strategic direction, growth, client relationship management, and team development of US operations. Core member of senior executive team, influencing performance enhancement, best practice standardization, infrastructure, cultural change companywide.

Re strategized the entire US & Costa Rica Geography into a Client Centric, Strategic Business Leader (SBL) model. Substantially enhanced Quality & KPI Performance, Client Satisfaction Scores, Revenue & Profitability, while practicing lean, across 10 sites. Grew the revenues to $200MM and over 5500 Employees

Developed best in class, online, cross geography Training curriculum, in alliance with Client organizations. Combination of online self-paced and class tests for rapid operationalization of new work groups.

This Client-First Business Centric approach, de layered the organization, enhanced Process efficiency, increased productivity - by leveraging common operational capabilities, while deepening Client relationships. Moving Client

Relationships from Transaction to Value, allowed an increase in the return on capital and supported future readiness.

Aegis, Limited Manila, Philippines

Chief Operating Officer, Philippines - Aug/2011 – July/2013

Oversight for all Philippines based globally oriented operations - Aegis’s largest employee bases worldwide and a key growth market for the company. P&L responsibility for leading Aegis’s growth in the Philippines through established and alternative business models in areas of Business Process Outsourcing, Revenue run rate $200mm and 15,000 FTEs.

Developed & deployed Assessment support services alongside University Career Counselors, leading Industry bodies and Government organizations to enhance the profile of new hire recruits and re-ignite business growth for the Geography. Pioneered tools to monitor and enhance Rolled Throughput across Profiling, Recruiting, Training, Nesting and Operational KPI attainment.

Teams were successful in organically growing campaigns for JPMC, Experian, Blue Cross of California, American Express, Orbitz, SunTrust Bank, Credit One, Hilton, Globe, Expedia, Sallie Mae etc, from 11,000 FTE as I began in 2011. Pioneered the creation of Electronic Entertainment & Domestic Verticals bringing in clients such as GameStop, HSBC etc

Sutherland Global Services Manila, Philippines

SVP & Head of Global Service Excellence – Mar/2010 – July/2011

Driving Service Operations, Quality and shared services groups through a unique Service Excellence framework, partnered and developed with Client & Service organizations. This nonlinear approach supported rapid scaling to $160 MM Revenue and exceeding the P&L target for the Philippines operations and it 12,000 FTEs workforce

This helped achieve a metric-focused process orientated approach, substantially enhanced attainment of client Business KPI results, deployment of Best Practices, while increasing Client satisfaction and longevity.

Operations Centricity & brilliance in the basics helped enhance consistency in attainment of the Platinum Standard of Service & focus on Customer Delight, while improving employee satisfaction. Sutherland also began preparations for an IPO during this stage.

Quatrro BPO Delhi, India

Executive Vice President – 2006 – Feb/2010

My teams pioneered India’s first independent third party online tech support service provider for software, hardware and peripherals – Qresolve.

Wipro BPO Delhi, India

Associate Chief Operating Officer – 2003 - 2005

Spectramind was acquired by Wipro in 2003 and I led the ownership transition & integration continuing to lead Operations till the end of 2005.

Designed/implemented employee retention initiatives; developed detailed E-Sat and attrition fact base, implementing broad employee engagement initiatives, delivering 85% E-Sat and improving primary portfolio employee retention by 17%.

Analyzed and segmented client portfolios, targeting customer experience, achieving consistent 81% Net Promoter Scores for a critical customer (Friend’s Provident Insurance) and 72% C-Sat for Dell Computers.

Collaborated with Wipro US sales, securing new client contracts in excess of $2.7 MM in annual revenue

Wipro Spectramind Delhi, India

VP Operations – 2000 – 2003

Sectramind was India's largest green field, Third Party BPO. I started as the first Operations employee & grew Business Unit One organically to service Clients across BFSI, Healthcare, Telecom, Travel & Hospitality, Retail and Tech Support with Revenue run rate of $100mm and 7500 employees.

My teams and I were responsible for the very first Client implementations for new green field sites in Tier 2 cities - Kolkata, Belapur (Navi Mumbai) and Pune in India, which required community effort to identify, source and train new hires, set up entire new logistic supply chain while obtaining approvals for Policies that supported employing women colleagues to work the night shift, as an example

Stringent cost control, while delivering consistent Best of Breed program Quality performance, motivated our Clients such as Dell, to rapidly ramp our teams from an initial pilot of 14 FTE to over 4000, within 48 months. These interactions gave confidence to the Private Equity investors, to explore being bought out at an early stage.

American Express International, Inc. Sydney, Australia

Dir & Head of Operations MIS, Japan Asia Pacific Australia – 1997 – 2000

Responsible for the first time implementation of the Operation’s Unit Cost BFA approach, for all 12 JAPA Markets. This first of its kind approach based on ‘Unit Cost of each work type’, allowed right shore decision making, for Operations work activities within and across the Regions.

Outsourcing Specialist (Franchise Operations) J/APA Region – 1996 – 1997

The J/APA team was responsible for pioneering consolidation, of Electronic Commerce and Payment Solutions for Merchant services. This enhanced inventory & staff management, while identifying customer insights for loyalty programs for Merchant Partners across the J/APA Region, while substantially increasing Billing revenues for American Express.

American Express International, Inc. Delhi, India

Head - Regional Coordination & Customer Services Support - India and Area Countries – 1992-1996

Created a franchised, nationally dispersed Merchant and Travel Related Services network, with alliance partners, in support of the launch for the US Dollar American Express Card for India and Area Countries.

Manager - Travelers Cheques Financial Services, India & Area countries – 1988 to 1992

Responsible for the Import, safe keeping, dispatch and Risk Management of American Express Blank Financial Paper for Financial Service institutions across India and Area countries.

Education

UNIVERSITY OF DELHI: BA (Honors) Economics

MAYO COLLEGE, Ajmer, India

Professional Development, Notables

Training has included:

American Express Customer Service Leadership Program (won the Chairman’s Award for Customer Service 1989)

American Express Quality Leadership Program (Won the Chairman’s Award for Innovation -1994)

JPAA Strategic Leadership Program and Choosing the Future – Strategy for Senior Executives

American Express Situational Leadership (Keilty Goldsmith & Company) 1999

Technical proficiencies include Microsoft Office (Word, Excel, PowerPoint, Outlook)

Community contributions include serving Veterans in Australia, India, US and the Philippines as a volunteer

Willing to relocate domestically or internationally; high business travel tolerance

India passport holder and US permanent resident; willing to travel internationally

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