Suryapratap Singh profile photo 1 on Tal

Suryapratap Singh

Assistant Manager Quality & Process Excellence @ Infosys BPM|| Ex-Genpact|| GB Certified

Hyderabad

7+ years of work experience

Infosys BPM
Oct 20262 mosPresent

Hyderabad, Telangana, India

GENPACT
Aug 20233 yrs 2 mosSep 2026

Hyderabad, Telangana, India

Strategic Operations Leadership: Direct high-volume customer support operations for a WhatsApp Business account, owning KPIs including AHT, Service Level (SL), CSAT, and Resolution Time to consistently deliver top-tier service. ● New Program Launch: Led end-to-end setup and go-live of a new client project supporting a 70+ headcount team, ramping the program to <40-second AHT and 99% accuracy from day one. ● Leadership Development: Designed and rolled out a mentorship program for newly promoted team leads, lifting process efficiency and people-management effectiveness by 20%. ● Data-Driven Reporting: Built Power BI dashboards that streamlined weekly and monthly business review (WBR/MBR) reporting, cutting manual reporting effort by 50% and saving 10+ hours per week. ● Process Automation: Engineered VBA macros to automate weekly and monthly feedback workflows, improving data accuracy and boosting overall workflow efficiency by 97%. ● Project Governance: Partnered with cross-functional teams to map an end-to-end process for a new project, proactively identifying risks and implementing solutions - earning Green Belt certification for successful execution.
GENPACT
Mar 20212 yrs 5 mosJul 2023

Spearheaded a 30+ members team, achieving a 7% productivity gain and a 5% improvement in accuracy using a performance management framework that encompassed KPI tracking, goal setting and regular performance reviews. Improved average handle time (AHT) by 40% through process improvements and staff training. Collaborated with stakeholders to refine content review workflows, resulting in a 10% reduction in processing time and improved team productivity. Coached team members to achieve career goals, resulting in 31% of team members receiving promotions. Designed and executed strategic initiatives in collaboration with operational leadership, driving business growth and successfully achieving key business targets.
GENPACT
Oct 20182 yrs 5 mosFeb 2021

Hyderabad Area, India

Delivered coaching and feedback on agent errors, resulting in a 25% reduction in recurring errors and a noticeable increase in overall team performance. Provided real-time support to floor agents, ensuring adherence to client-defined Monthly Operational Metrics (MOM) and achieving 98% accuracy across workflows. Prepared and analyzed daily productivity and consistency reports using advanced Excel functions (VLOOKUP, Pivot Tables), driving a 10% improvement in operational efficiency. Achieved 7-Star Lean Certification by contributing 10+ impactful project insights, leading to process optimization and operational excellence.

Suryapratap’s AI Stack

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claude
notebooklm
notebooklm
ChatGPT
ChatGPT
Microsoft Copilot
Microsoft Copilot

Education

Shri Bhawani Niketan Inst. Of Tech. & Management,Jaipur

Bachelor of Technology - BTech, Computer Science

Shri Bhawani Niketan Inst. Of Tech. & Management,Jaipur

20144 yrs2018

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Headline

Assistant Manager Quality & Process Excellence @ Infosys BPM|| Ex-Genpact|| GB Certified

About

Results-driven Operations Leader with 7+ years of experience directing large-scale contact center operations and crossfunctional teams of 100+ agents for global clients. Proven track record of exceeding SLA, AHT, CSAT, and quality targets while applying Lean Six Sigma methodologies to drive measurable efficiency gains. Skilled at building Power BI dashboards and automation tools that eliminate manual reporting effort, developing leadership pipelines, and launching new client programs from the ground up. Google Project Management Certified with hands-on expertise in SQL, Advanced Excel/Macros, and Agile delivery.

Location

Hyderabad

AI stack

claude

notebooklm

ChatGPT

Microsoft Copilot

Work experience

Assistant Manager at Infosys BPM, Oct 2026 - Present · 2 mos, Hyderabad, Telangana, India

Assistant Manager at GENPACT, Aug 2023 - Sep 2026 · 3 yrs 2 mos, Hyderabad, Telangana, India, Strategic Operations Leadership: Direct high-volume customer support operations for a WhatsApp Business account, owning KPIs including AHT, Service Level (SL), CSAT, and Resolution Time to consistently deliver top-tier service. ● New Program Launch: Led end-to-end setup and go-live of a new client project supporting a 70+ headcount team, ramping the program to <40-second AHT and 99% accuracy from day one. ● Leadership Development: Designed and rolled out a mentorship program for newly promoted team leads, lifting process efficiency and people-management effectiveness by 20%. ● Data-Driven Reporting: Built Power BI dashboards that streamlined weekly and monthly business review (WBR/MBR) reporting, cutting manual reporting effort by 50% and saving 10+ hours per week. ● Process Automation: Engineered VBA macros to automate weekly and monthly feedback workflows, improving data accuracy and boosting overall workflow efficiency by 97%. ● Project Governance: Partnered with cross-functional teams to map an end-to-end process for a new project, proactively identifying risks and implementing solutions - earning Green Belt certification for successful execution.

Management Trainee at GENPACT, Mar 2021 - Jul 2023 · 2 yrs 5 mos, Spearheaded a 30+ members team, achieving a 7% productivity gain and a 5% improvement in accuracy using a performance management framework that encompassed KPI tracking, goal setting and regular performance reviews. Improved average handle time (AHT) by 40% through process improvements and staff training. Collaborated with stakeholders to refine content review workflows, resulting in a 10% reduction in processing time and improved team productivity. Coached team members to achieve career goals, resulting in 31% of team members receiving promotions. Designed and executed strategic initiatives in collaboration with operational leadership, driving business growth and successfully achieving key business targets.

Subject Matter Expert at GENPACT, Oct 2018 - Feb 2021 · 2 yrs 5 mos, Hyderabad Area, India, Delivered coaching and feedback on agent errors, resulting in a 25% reduction in recurring errors and a noticeable increase in overall team performance. Provided real-time support to floor agents, ensuring adherence to client-defined Monthly Operational Metrics (MOM) and achieving 98% accuracy across workflows. Prepared and analyzed daily productivity and consistency reports using advanced Excel functions (VLOOKUP, Pivot Tables), driving a 10% improvement in operational efficiency. Achieved 7-Star Lean Certification by contributing 10+ impactful project insights, leading to process optimization and operational excellence.

Education

Bachelor of Technology - BTech, Computer Science, Shri Bhawani Niketan Inst. Of Tech. & Management,Jaipur