Salini Singh

About Salini Singh

I’m a customer-focused Service Operations professional currently working at Capgemini, with over 7 years of experience across organizations such as Cognizant and Amazon (Teleperformance). Throughout my career, I’ve supported clients in educational technology, e-commerce, and financial services, consistently delivering high-quality service while maintaining 95%+ customer satisfaction and meeting strict SLAs.In my role, I manage customer accounts, billing and invoicing, reporting, and day-to-day service operations. I regularly handle escalations, manage high volumes of multi-channel interactions, and collaborate with cross-functional teams to ensure smooth processes and accurate results. I’ve also supported collections activities, resolved complex billing issues, and mentored new team members to maintain strong service standards.I’m comfortable working with CRM tools, performing data validation, ensuring quality compliance, and communicating effectively with both customers and internal stakeholders. I enjoy solving problems, improving processes, and contributing to a seamless customer experience.My strengths include analytical thinking, clear communication, SLA management, and a strong commitment to delivering reliable and efficient service.

Experience

1. Senior Associate

   Capgemini

   Aug 2022 — Present · Kolkata, IN

   Provided comprehensive customer support for the leading educational testing client, managing inquiries in test registrations, administration, scoring, and results for at-home and testing center examinations• Handled high-volume multi-channel communications (phone, email, chat) while maintaining 95%+ customer satisfaction scores and adhering to strict service level agreements• Resolved escalated customer complaints and supervisor-level issues through effective problem-solving, policy interpretation, and stakeholder coordination• Managed portfolio of customer accounts ensuring accurate billing, timely invoice processing, and efficient payment collection workflows• Reduced non-recall debts through proactive dispute resolution, follow-up communications, and collaborative problem-solving with customers and internal teams• Administered aging report systems to track payment statuses, identify overdue accounts, and prioritize collection activities for optimal cash flow management• Collaborated with the collection team to identify and resolve billing discrepancies, payment processing issues, and customer disputes that affect revenue recovery• Resolved ongoing issues with late invoices through systematic follow-up and customer engagement, improving cash flow, and strengthening customer relations• Implemented automated invoice processing workflows, increasing on-time payment rates and reducing manual processing time by streamlining billing operations• Coordinated with customers to ensure accurate billing information, address payment concerns, and facilitate timely settlement of outstanding balances• Collaborated cross-departmentally to ensure timely resolution of complex customer issues• Participated in continuous training programs to maintain expertise in evolving company policies, procedures, and service delivery best practices.

Education

• Asansol Girls' College

  BCA, Computer Science

• Suresh Gyan Vihar University

  Master of Business Administration - MBA, Human Resources Management/Personnel Administration, General

• Suresh Gyan Vihar University

  Master's degree, Human Resources Management and Services