Operations Manager at Best Money Gold (2023-04 – Present)
Branch Management and operations oversight with focus on customer service quality, revenue generation, and team management across multi-city operations in Tamilnadu, Kerala, and Andhra Pradesh.
- Branch Management (Expectation document, reviews, training & monitoring)
- Generating the revenue through Tele caller
- Major focus on Welcome Customers on call with 100% quality with in SL and Productivity
- Controlling Attrition and Absenteeism on the floor
- Hiring Candidates
- Maintaining Work Culture
- Report to senior management by analyzing data and using HR metrics
- Ensure Health and Safety of Employee
- Rewards and Recognitions
- Managing the Tele-calling activities by the team members
- Formulate business strategy with others in the executive team
- Design policies that align with overall strategy
- Implement efficient processes and standards
- Oversee the implementation of technology solutions throughout the organization
- Oversee expenses and budgeting to help the organization optimize costs and benefits
- Mentor and motivate teams to achieve productivity and engagement
- Report on operational performance and suggest improvements
- Daily tracking and driving of collection payments of the finance process
- Conversions and payments through branches and digital mode
- Driving collection payments through digital mode, Apps, websites
- Daily Briefings feedbacks on the performance improvement
Team Leader at GVK EMRI (108 National Emergency Service) (2009-05 – 2023-03)
Customer service team lead responsible for enforcing company policies, training staff, quality assurance, and performance monitoring in a fast-paced emergency service environment.
- Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff
- Developed open and professional relationships with team members to facilitate effective issue resolution
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities
- Completed audits and risk assessments to achieve regulatory compliance
- Conducted in-depth quality inspections, ensuring finished work met stringent criteria
- Planned employee workloads and delegated tasks strategically to meet seasonal fluctuations in demand
- Offered constructive feedback to employees in response to quality assurance measures, ensuring consistently exceptional service
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately
- Conducted regular staff surveys to understand employee views of processes and operations, action feedback appropriately
- Joint Calibration Session: Joint Calibration Sessions are conducted with other departments to share the process gaps
- Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets
