Experience

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  Copart India Technology Center

  • India
  • IT Services and IT Consulting
  • 500 - 600 Employee

  • Director - Business Operations

    • Feb 2023 - Present

  • Manager - Business Operations

    • Jan 2020 - Jan 2023

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  Mavericks BPO Services

  • Hyderabad Area, India

  • Senior Operations Manager

    • Dec 2013 - Jan 2020
    • Hyderabad Area, India

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  Mahindra Holidays & Resorts India Limited

  • Hyderabad Area, India

  • Operations Manager

    • Jul 2010 - Jun 2011
    • Hyderabad Area, India

    Responsible for Service Delivery, Associate Engagement, Business Unit Engagement and Talent Management of the managed groupLiaise effectively across multiple functions to enable the necessary resources for the team’s ongoing successEnsured quality assurance and compliance functions as organization initiativesResponsible for achieving the 70% of the revenue targets for each branch.Responsible in performing several mobile activities in major cities across AP.Responsible for net profit%, direct margin and CPS (cost per sale).Preparing incentive plan for the AMO’s, TL's and for their respective teamsInteracting with the Marketing & the sales team on a regular basis to understand the requirement and cascading the same to the team.

• 

  Aegis Bpo Services Limited., (An Essar Enterprise)

  • Hyderabad Area, India

  • Assistant Manager

    • Oct 2003 - Jul 2010
    • Hyderabad Area, India

    Responsible for the successful achievement of the goals for Productivity and Effectiveness as defined in the Operational and Financial plansChecking on the quality of service provided to the customers by the agents and thereby reporting directly to the Process Lead in USPreparing various skill and personality enhancement action plans to increase the skill set of Team membersResponsible for achieving all the KPIs as per the contract on a weekly basis.Participate in external & internal calibrations, BAB analysis pertaining to COPC audits.Training the new hires, the basics of escalation and various aspects involved in escalation process there by responsible for their performance and achieving the weekly metricsFocused on Innovation & Continuous Improvement of business functions / processes to create efficiencies, enhance client experience and develop client loyalty (NPS)Performed yearly reviews for bonus, shared the data with team and mapped the Performance Development Plans by discussing the career progression for every associate in the managed group Ensure that the quality of the call is maintained in the lowest AHT possible.

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  Goldstone Technologies Limited

  • Hyderabad Area, India

  • Customer Support Representative

    • Feb 2003 - Sep 2003
    • Hyderabad Area, India

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  Sri Mata Cyber Tele Services

  • Hyderabad Area, India

  • Telemarketing Specialist

    • Sep 2002 - Feb 2003
    • Hyderabad Area, India