OPERATIONS MANAGER - GLOBIVA - BENGALURU
(2025-04)
- MONITORED STAFF PERFORMANCE AND DEVELOPED TAILORED IMPROVEMENT PLANS, RESULTING IN INCREASED OPERATIONAL EFFICIENCY.
- LEVERAGED EXPERTISE TO ENHANCE CUSTOMER EXPERIENCE ACROSS FOUR COMMUNICATION CHANNELS, CONTRIBUTING TO HIGHER CUSTOMER SATISFACTION.
- STREAMLINED INTERACTIONS BY MANAGING INQUIRIES THROUGH DIVERSE PLATFORMS EFFECTIVELY.
- OVERSAW QUALITY CONTROL PROCESSES TO MAINTAIN HIGH STANDARDS FOR PRODUCTS AND SERVICES.
- ADVISED SENIOR MANAGEMENT ON FACILITIES NEEDS AND PROVIDED ONGOING OPERATIONAL SUPPORT.
- INVESTIGATED OPERATIONAL ISSUES, PREPARED REPORTS, AND RECOMMENDED CORRECTIVE ACTIONS.
- MANAGED BUDGETS TO IDENTIFY COST-SAVING OPPORTUNITIES WHILE MAINTAINING PRODUCT AND SERVICE QUALITY.
ASSISTANT MANAGER – OPERATIONS - GLOBIVA - BENGALURU
(2022-04 - 2025-03)
- LED SOCIAL MEDIA AND REPUTATION MANAGEMENT TEAM, SERVING AS PRIMARY POINT OF CONTACT TO STREAMLINE COMMUNICATIONS.
- OVERSAW CONVERSION OF NEGATIVE REVIEWS INTO POSITIVE FEEDBACK, ENHANCING BRAND IMAGE.
- DIRECTED OPERATIONS AND T&Q TEAMS IN ESTABLISHING PROCESSES AT NEW SITE.
- COORDINATED WITH SENIOR MANAGEMENT TO IMPLEMENT STRATEGIC REVENUE GROWTH PLANS, ALIGNING OPERATIONAL INITIATIVES WITH COMPANY OBJECTIVES.
- FACILITATED TRAINING SESSIONS, ACHIEVING AN AVERAGE THROUGHPUT OF 95%.
- RESOLVED ESCALATED CUSTOMER COMPLAINTS WITH PRACTICAL SOLUTIONS, ENHANCING CUSTOMER SATISFACTION AND LOYALTY.
- LED WEEKLY STAFF MEETINGS TO REVIEW TARGETS, PERFORMANCE IMPROVEMENTS, AND CUSTOMER FEEDBACK.
- ASSISTED MANAGERS IN STRATEGIZING AND EXECUTING OPERATIONAL PLANS.
TEAM LEADER – OPERATIONS - GLOBIVA - BENGALURU
(2021-06 - 2022-03)
- ACHIEVED OPERATIONAL EXCELLENCE THROUGH EFFECTIVE TEAM LEADERSHIP AND TARGETED PROCESS IMPROVEMENTS.
- EXCEED PRODUCTIVITY TARGETS BY LEADING OPERATIONS TEAM IN RESOURCE ALLOCATION AND WORKFLOW OPTIMIZATION.
- ORGANIZED TEAM-BUILDING ACTIVITIES TO ENHANCE WORKPLACE COHESION AND ELEVATE TEAM MORALE.
- OPTIMIZED RESOURCE ALLOCATION TO ENHANCE PRODUCTIVITY AND MINIMIZE DOWNTIME.
- CONDUCTED BAU AND CSAT AUDITS TO ELEVATE TEAM QUALITY PERFORMANCE.
TEAM LEADER – OPERATIONS - AEGIS INDIA PVT. LTD. - BENGALURU
(2016-05 - 2021-05)
- LED TEAM OPERATIONS TO ENSURE EFFICIENT WORKFLOW AND SERVICE DELIVERY.
- MANAGED CAMPAIGNS TO ANALYZE REACH AND INFORM STRATEGY.
- EMERGENCY RESPONSE MANAGEMENT.
- ANALYSIS FOR PRODUCT INTRODUCTION AND SUBSEQUENT REACH.
- MANAGED AND EXECUTED ANTICIPATED PERFORMANCE UTILIZING MINIMUM RESOURCES.
- PERFORMED QUALITY ASSESSMENTS TO EVALUATE SOURCE AND TICKET ACCURACY, SUPPORTING OVERALL SERVICE QUALITY.
- ANALYZED CUSTOMER FEEDBACK AND TRENDS USING KONNECT INSIGHT TO ENHANCE SERVICE DELIVERY.
- MONITORED SOCIAL MEDIA AND DEVELOPED ENGAGEMENT STRATEGIES WITH LOCOBUZZ TO STRENGTHEN BRAND PRESENCE.
- ENSURING A CLEAN, SAFE AND FRIENDLY WORKING ENVIRONMENT.
TEAM LEADER - SERCO BPO - BENGALURU
(2010-11 - 2016-04)
- SUPERVISED DAILY OPERATIONAL ACTIVITIES AND TEAM PERFORMANCE.
- ALLOCATED WORKLOADS AND MONITORED PRODUCTIVITY.
- TRAINED, COACHED, AND MENTORED NEW EMPLOYEES.
- IMPLEMENTED OPERATIONAL INITIATIVES AND PROCESS IMPROVEMENTS.
- MANAGED ATTENDANCE AND PERFORMANCE REPORTING.
- ENSURED COMPLIANCE WITH ORGANIZATIONAL POLICIES AND PROCEDURES.
- REPORTED OPERATIONAL METRICS TO SENIOR MANAGEMENT.
