Beenendra Bhardwaj

Assistant Vice President at Girnar Care
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Contact Information
us****@****om
(386) 825-5501
Location
Jaipur, Rajasthan, India, IN
Skills

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5.0

/5.0
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Yashasvi Gupta

Ben is extremely detailed, hard working and analytical in his approach. His sincerity and dedication towards work stands out. He is a go getter and ensures that business objectives and deliverables are always prioritised. Ben is a team player and maintains very good working relations with cross functional teams. My best wishes with Ben for all his future endeavours. He will truly be an asset to any organisation.

Rikhil Mehra

Ben has a great knack of getting things done, being inquisitive and always displayed the willing to learn! One could just leave something to Ben and wouldn't have to worry - Great skill of acquiring accountability along with responsibility. Always welcome to work with again

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Credentials

  • Lean six sigma green belt
    International Management Consultancy
    Sep, 2023
    - Nov, 2024

Experience

  • Girnar Care
    • India
    • Outsourcing and Offshoring Consulting
    • 300 - 400 Employee
    • Assistant Vice President
      • Aug 2022 - Present

      Role: Used Car/Vehicle • Established & optimized the used car passenger business vehicle by managing partnerships, cultivating business networks, and reducing operational costs • Managed the complete P&L for the Inspection vertical; improved EBITDA by mitigating inspection misses, enhancing field inspector productivity, and reducing QC turnaround time, resulting in efficient vehicle release for auctions • Maintained regular communication with dealers to promptly address concerns and enhance preset service levels; identified areas for improvement and executed strategies to maximize satisfaction • Provided guidance to a team of over 122 members including Coordinators, Quality Analysts, and Field Inspectors /Car Jockeys • Facilitated cross-functional collaboration with Sales & Service, Technology, Training, Quality, and Retention departments • Supervised & monitored the documentation of Project Management Overviews and various projects encompassing the lifecycle management of purchased vehicles • Provided leadership & direction to teams working on trust and safety initiatives, fostering a culture of accountability and innovation. • Built strong relationships with cross-functional teams, including human resource, wellness, compliance, training, quality, policy, product support and customer support New Auto • Directed a team of 240 FTEs engaged in the Retail/Lead verification campaign, targeting potential prospects. Successfully managed tasks including appointment scheduling and communication with key decision makers • Formulated & outlined retail/verification procedures, integrations, reporting mechanisms, and business source tracking strategies prior to the launch of each product/campaign • Collaborated closely with internal units such as CarDekho, BikeDekho & Tyredekho as well as partners like CEAT and Bajaj, to validate leads/retail for online bookings of trucks, cars, and bikes • Managed major client relationships with CEAT, TVS, Honda, Bajaj, and OLA Electric Show less

  • Tata Play Ltd
    • India
    • Entertainment Providers
    • 700 & Above Employee
    • Vendor Management
      • Aug 2013 - Aug 2022

      Key Responsibilities/ Tasks • Driving business operations to outperform annual objectives, serving as key driver for business process design and solution identification. Contributing to the development and successful operation of the services function, ensuring availability of adequate manpower as per business requirement. • Owned and drove the top line and revenue and sales agenda for Tata Play Box sales, OTT products (Binge FTV, Netflix, Amazon prime) and Home secure with key targets of increasing subscriptions, users, viewers, time spent and build stickiness with best in class customer experience • Complete P&L management for Tata Play Box sales, OTT products (Binge FTV, Netflix, Amazon prime) and Home secure. Maximized category revenues and defined, shaped and executed long term strategic initiatives • Assuring continuous interaction with customers to ensure that areas of concern are addressed promptly for improved preset service levels. Identifying improvement areas & implementing measures to maximize satisfaction levels • Mentoring a team of 450+ CCE’s at a Local Center Level (West) & 480+ CCE’s All India Level. • Effectively managed key campaigns such as Inbound Contact Center, Direct Sales Channel and Outbound Campaigns such as Retentions (>30 to 365 Days), Revenue, Up sell Campaigns & Welcome Calling. Looking after Helpline Sales, Work order scheduler Package Retention desk PAN Level as well as Inbound /Outbound processes at a Local Center Level. • Across function coordination (Marketing, Sales & Service, Technology, Training, Quality, Retention & Knowledge Management Systems) Supervising and monitoring the PMO – Project Management Overview documentation and various projects which involved Customer Life Cycle Management Show less

  • Bharat Buisness Channel ltd
    • India
    • Computers and Electronics Manufacturing
    • 100 - 200 Employee
    • Buisness Lead Subscriber Management
      • Dec 2011 - Aug 2013

      • Responsible for establishing strategies to increase customer loyalty and reduce customer disconnection/churn. Recommend and execute campaigns that align to customer lifecycle disconnection/churn events and will partner closely with the CC to ensure campaigns are implemented effectively with call center agents. • Currently handling One Outbound call Center of 200 seats for Videocon D2H at Noida. • Co-Ordinate and suggest Strategic development, management and execution of initiatives to reduce disconnection/churn in all outbound Call Center Vendor locations (Total Seats 230; Locations Chennai, Bangalore, Kolkata and Baroda).• Developing targeted campaigns and training in partnership with all support functions team to increase churn awareness among our agents and driving initiatives to make them owners of saving the customer. • Co-ordinate with Area heads, Cluster heads, Circle heads in order to resolve concerns raised by customers, enhance Customer satisfaction and Identifies issues and opportunities within frontline retention programs and develops strategies to have immediate impacts to reduce customer churn.• Manage a team of professionals; accountable for day to day team member productivity and long-term professional growth and development. Show less

    • Buisness Lead Customer Care
      • Sep 2011 - Nov 2011

      • Planning the rolling forecast for respective zones and as per sales/CPC target and to ensure that call forecasted versus actual are within the permissible limits• Attrition Control both within the team and at CC • Ensuring that downtime for voice and data connectivity to CC is within acceptable limits.• Creating and implementing a robust review mechanism with CC• To create and control a sound communication process between various departments within organisation and CC• Participate as an integral member in the strategic planning process of the CC's and provide support and inputs to them in planning appropriate manpower required to meet the desired call projections• Manage and support leadership recruitment, set KRAs for direct reports, monitor overall direct report KRAs, conduct performance appraisals• Oversee staff deployment and drive motivation levels of the team, monitor staff welfare and facilitate complaint resolution to manage efficiency levels and drive timely delivery of all operational targets Show less

  • Teleperformance
    • France
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Manager Operations
      • Jan 2011 - Jun 2011

      • Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. • Play a significant role in long-term planning, including an initiative geared toward operational excellence. • Process Flow, Schedule Pack for weekly roster, Seat Utilization planning & Implementation, SLA Adherence, Process & System Training, Client Interaction and Quality. • Development of staff under supervision and conflict resolution • Report Generation, MIS and data analysis in as per Management & Client needs. • Drilling down KPIs like: AHT, Quality, Attrition etc. to enhance productivity. • Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions. Show less

  • Serco
    • IT Services and IT Consulting
    • 700 & Above Employee
    • Team Manager
      • Oct 2009 - Jan 2011

      • Operations responsibility includes: Process Flow, Manpower Planning, Seat Utilization planning & Implementation, SLA Adherence, Rostering, Process & System Training, Client Interaction, and Quality. • Development of staff under supervision and conflict resolution • Drilling down KPIs like: AHT, Quality, Attrition etc. to enhance productivity. • Smooth functioning and cross functioning with other dept, generation and maintenance of MIS and ensuring timeliness & Enhancement of operational performance and service delivery. • Repeat & Short Call Analysis to reduce the Negative Customer Satisfaction Index. Highlights: - Part of Project on QnQ, Repeat Interaction/Multiple Tagging. - Project on SPM scorecard. - MBR. Show less

  • Intelenet Global Services Private Ltd.
    • India
    • 300 - 400 Employee
    • Team Leader
      • Sep 2007 - Oct 2009

      Handling call flow, maintain SL and breaks. • Handle the briefing session of the shifts accordingly before their logins. • Give Floor Support and handle Escalations. • Handle customer queries with taking full responsibility and help to maintain customer satisfaction index. • Develop/implement action plans to achieve desired performance levels • Prepare APR and develop strategies to achieve the target. • Ensuring efficient /effective support, meeting the quality standards across the floor for call evaluation purposes. • Conducting internal process audits and process reviews for ensuring strict adherence to the process parameters/systems. • Responsible for setting up quality parameter for the project and assessing individual agents on the parameter set. • Actively participating in execution of various quality improvement projects for continual improvements in the services. Show less

  • EXL
    • United States
    • IT Services and IT Consulting
    • 700 & Above Employee
    • CCE – PHD Media
      • Nov 2006 - Sep 2007

      • Worked in Accounting Process. • Had helped new joiners in the team. • Ensured that Quality standards for a transaction are met in terms of accuracy and resolution. • Conducted process training for new joiners in the team. • Ensured team members receive adequate training to meet their job requirements. • Worked in Accounting Process. • Had helped new joiners in the team. • Ensured that Quality standards for a transaction are met in terms of accuracy and resolution. • Conducted process training for new joiners in the team. • Ensured team members receive adequate training to meet their job requirements.

  • Tata Business Support Services Limited(Serwizsol)
    • India
    • Consumer Services
    • 1 - 100 Employee
    • CCE
      • Jul 2005 - Oct 2006

      • Perform as acting TL in the absence of the Supervisor handling call flow, maintain SL and breaks. • Gave Floor Support and handled Escalations. • Handled customer queries with taking full responsibility and help to maintain customer satisfaction index. • Perform as acting TL in the absence of the Supervisor handling call flow, maintain SL and breaks. • Gave Floor Support and handled Escalations. • Handled customer queries with taking full responsibility and help to maintain customer satisfaction index.

  • Jai Public Sr. Sec. School
    • Palampur
    • TGT Medical
      • Jul 2003 - Feb 2005

      . Teaching of Science and helping students in performing Practical work . Teaching of Science and helping students in performing Practical work

Education

  • MET college
    B.Ed, Education in Modern India
    2002 - 2003
  • GGDSD College Rajpur
    B.Sc., Biology
    1995 - 2001
  • Chand Public Sr Sec school
    +2, BIO
    1988 - 1995

Community

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