Mishita Singhal

About

Results-driven professional with extensive experience in leadership, strategic planning, and team development, particularly within customer service and human resources. Proven track record in operational efficiency and achieving company goals, with notable experience at Amazon and ITC Hotels.

Experience

• Group Manager · Amazon2022-06-01 – 2024-07-01

  • Leading a team of 250 VCS employees including CS associates, Subject matter Experts & 10 Team Managers and ensuring delivery of goals leading towards achieving our mission of being Earth’s most customer centric organization • Lead multiple DEI, Wellbeing and engagement initiatives for the site and IN teams, alongside being the LaT (Leaders As Teachers) for T&D team coaching leaders on leading virtual teams effectively, transitioning from WFO to WFH and vice-versa • Ensuring availability of teams in 24*7 cycle at site in collaboration with WorkFlow and Capacity Planning teams • Responsible for smooth onboarding & effective training of new hire agents and ensuring an effective learning curve for timely movement of operations and fulfilling head count requirement, in a period of 8 weeks per new batch hired • Responsible for the site’s retention count alongside multiple engagement initiatives that convert to stress score favorability and provide directions for WFH guidelines as a mark towards improvement, leading the team responsible for reducing site attrition rate • Ensuring coaching discussions & growth for all team managers and ensuring regular improvements as part of kaizen efforts • Led re-kindle for VCSJAI location for the year 2023-24, interviewing and onboarding 8 Team managers

• Team Manager · Amazon2019-07-01 – 2022-06-01

  -Handled a team of 20+ associates while liaising between training, HR, program and products team to ensure delivery of aligned goals and metrics. - Acted as SPOC for various CS India employee engagement and Rewards & Recognition programs - Involved in multiple on-site projects that ensured efficient delivery of goals, viz., shrinkage reduction, quality enhancement and improved learning across teams - Involved with global L&D team as LaT (leaders as teachers) to ensure continuous learning and delivery of sessions for skills relevant to the roles

• HR Intern · ITC Hotels2018-04-01 – 2018-06-01

  - Worked closely with HR executives and Manager to understand how employee engagement costs correlate with the deliverables and ways to enhance the program in order to maximize ROI using interview, observations, employee survey and historical data as base pointers - Worked on May 2018 appraisal cycle to understand the mechanisms at work in hospitality - Worked with heads of F&B, Sales & Marketing and front office to understand the dynamics of different functions and how it impacts compensation, appraisal and growth

• Intern · DB Corp Ltd.2016-05-01 – 2016-06-01

  - Worked on SAP with the accounting department and assisted in vouching mechanism for new vendors

Education

• Jaipuria Institute of ManagementPost graduation diploma in management, human resources/ Marketing
• Image Consulting Business Instituteimage consultant
• Sophia college , ajmerBachelor of Business Administration - BBA

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