Akriti Singh

About Akriti Singh

Versatile and energetic professional with experience across Project Management, Field Service Operations, Customer Experience, and Business Process Improvements. I’ve had the privilege of contributing to leading multinational organizations such as HCL, Tech Mahindra & Aegis where I’ve driven excellence across diverse industries like IT Services. My core strengths include stakeholder management, delivery excellence, and cultivating high-performing teams. I bring a strategic mindset with sustainability at the core, backed by certifications in Project Management, Six Sigma, and ITIL. I take pride in being a strong people management with a passion for continuous improvement and customer success. Master’s graduate with 12 years of diverse experience across BPO operations, emergency services, and IT service management. Proven track record in delivering high-impact results in Order Management, Inventory Control, Project & IT Operations Management, and Service Delivery across global environments. I led the UP112 Emergency Operations Project (INR 630 Cr), overseeing a large-scale call center, driving SLA compliance, workforce management, and leveraging CAD tools and AVAYA IP Office systems for critical communications. I also utilized HRMS tools to streamline staffing, training, and operations. My BPO experience includes managing end-to-end service delivery, incident handling, escalation management, and client communication in high-pressure environments. I’m adept at leading cross-functional teams, optimizing processes, managing costs, and ensuring seamless service in compliance with ITSM frameworks. With strong analytical skills, a hands-on approach to problem-solving, and a commitment to operational excellence, I bring a blend of strategic planning and frontline execution—making me a valuable asset in dynamic, client-focused environments.

Experience

1. Information Technology Operations Specialist

   HCLTech

   Aug 2022 — Present · Lucknow, IN

Education

• Sikkim Manipal University - Distance Education

  Master of commerce and management

  2012 — 2013

• University of Lucknow

  Bachelor of Commerce - BCom