Vishwanath Pratap Singh

I joined Foundever as an Operations Manager in October 2023 and shifted to Hyderabad. Both the company and the city were new to me, and I had a lot to learn, explore, and implement (still doing so).

I come with an experience of 20+ years of experience pivots to Customer Service and Experience verticals. When I started working in 2005, I had no clue about computers and started supporting large tech groups companies which did help me upskill my talent and continue the learning process in my career. Started my career as an agent (2005), then moved as a trainer (2006), SME (2007), Team Leader (2008), Sr. Team Leader (2015), Operation Manager (2018) and Sr. Operation Manager (2020) all these with my previous organization before deciding to move on (18.5 years). Owning strong skills in managing Operations in a dynamic environment and liaise with internal stakeholders like Training, Quality, HR and Continuous improvement. With effective articulation to real time situations, by analyzing the root cause thus delivering sustainable solutions.

About Foundever, I love the way grow path has been designed/defined by the organization. Everyone has the equal opportunity to grow and has to go through the learning and development sessions before going through the certification process and get promoted. Currently I am enjoying the way industry and work model is changing (including AI). I am very passionate about changes and eager to learn new ways/techniques to get the work done.

Things that I wish and want to change: When I was an agent, I used to discuss with my friends/colleagues about the customer issues and funny things that happened on the call (best time I had throughout my work life). Today when I pass by agents, I hear them talking about C-sat, D-sat, Target, resolution, etc. Not such when and how things got changed during my 20 years of career, but I wish to bring back the old culture as I believe the best customer service/experience is delivered only when you do not think about the target/result and just keep the focus on your customers.