Experience

Lotus Interworks

• Software Development
• 1 - 100 Employee

• Operations Manager

  • Dec 2022 - Present

  • Handling a team of Customer support and sales team member • Managing the daily TAT and other SLA metrics • Working on the radical redesigning of the overall product delivery Sub processes and identifying opportunities for process improvements • Designing the automation tools to ensure the automatic flow of the work into each process without much human dependency • Managing the meetings with the end customer with all the other processes supervisor to understand the customer need and ensuring zero delay in the process • Working closely with the onshore customer support team to resolve the issue they are facing in managing the day to day operations Show less



Prasad Construction

• Ghaziabad, Uttar Pradesh, India

• Operations Manager

  • Sep 2018 - Sep 2022

  Managing the web based portal for potential Customers for New construction sites and Projects Taking care of all the assigned project end to end till the final delivery of the projects including various phases of the project life cycle Managing the budget of every project to realise maximum benefit. Identifying new continuous improvement project based on lean six sigma methodology to eliminate the NVAs and improve the overall life cycle Ensuring regular communication on the status of the projects to the clients and sharing the weekly or monthly updates depending on the length of the project. Worked on the business development activities in the marketing events Taking care of property loans for the customer end ensuring the TAT and committed timelines is met. Managing different Banks for loan facilities according to the customer's profile and ensure a smooth transaction between the customer and Banks Managing a team of associates calling the customer base for potential deals and taking care of customer’s queries and escalations Taking care of the KPIs assigned including the SLA Management i.e. TAT, Quality, Customer Complaints, Capacity Planning basis the forecasting Handling the customer escalation and dealing with high profile customer investing heavy amount into real estate Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals. Elevated customer satisfaction ratings by providing speedy resolutions. Analysed customer data to identify opportunities and improve relationships. Fostered positive relationships with customers to maximise satisfaction, retention and experience. Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching. Provided top quality control to eliminate downtime and maximise revenue. Show less



WhiteHat Jr

• India
• E-Learning Providers
• 700 & Above Employee

• Sales Manager

  • Oct 2020 - Jan 2021

  • Managing the sales operations for B2B daily sales for India, USA and Canada • Managing the teams of new joinees for training and their transition to the Production Floor • Meeting the daily weekly and monthly revenue targets • Keeping a close check on all the TAT and quality related metrics • Conducting regular meeting on the improvisation of the daily revenues and upgrade the training plans • Managing the sales operations for B2B daily sales for India, USA and Canada • Managing the teams of new joinees for training and their transition to the Production Floor • Meeting the daily weekly and monthly revenue targets • Keeping a close check on all the TAT and quality related metrics • Conducting regular meeting on the improvisation of the daily revenues and upgrade the training plans



Genpact

• United States
• Business Consulting and Services
• 700 & Above Employee

• Assistant Manager

  • Jan 2007 - Aug 2018

  • Joined Genpact in Jan’2007 as a Process Associate with a leading American Bank • Moved to 4 different teams in the first nine month in the same Utility due to highest on productivity and accuracy • Got promoted to the next level as a Process Developer in Nov’2008 • Handled the team of 11 FTEs as a SME in the pilot batch • Key Responsibilities as a SME were mentoring the team, handling queries and customer escalations, taking daily team huddles and assisting the supervisor in the daily operations • Responsible for the daily , weekly and monthly reports and VIC preparations • Moved to the Australian Banking in one of the new transition in the consumer lending space in Mar’2012 • Travelled to Sydney as a Trainer with 2 team members and successfully completed the KT for a mortgage based consumer lending process • Trained a team of 13 FTEs and made the process go live in the next 6 months by meeting all the process metrics regularly • Promoted to a Domain Expert Trainee (DET) in Feb’2014 and became the Supervisor of the same team • Got 3 more team to lead in the same consumer lending space due to the leadership skills demonstrated on the floor • Key responsibilities as a DET were meeting all the SLAs and TAT, Customer interaction, conducting Business Development activities , People Handling, leading the monthly operations call etc. • Added 7 New FTEs in the Business by identifying opportunities in the same space in the entire span as a DET • Promoted to an Assistant Manager in Nov’2015 Show less