Bikash Modi

With over 9 years of leadership experience in international operations, overseeing teams of up to 200+ employees and 10 leads while managing process KPIs/SLAs.

• Proficient in managing Queues using Live Ops & Live person dashboard, as well as WFM tools like Aspect. Experienced in boosting profitability through strategic planning and expense control measures.
• Familiarity with Tableau Dashboard, Slack & JIRA functionalities and certified as a Six Sigma Green Belt.
• Skilled in data analysis and interpretation, ensuring informed decision-making.

Professional Competencies

🚀 Effective Team Management: Successfully led frontline application support advisors, providing coaching to ensure consistent high-quality work. Conducted individual sessions to address challenges for enhanced team performance.

📊 Project Management Expertise: Led quarterly projects to improve key performance indicators, assigning leads and monitoring progress. Managed resources for client-specific projects, ensuring successful execution.

⏰ Attendance, Shrinkage & Roster Management: Meticulously managed team rosters to meet hourly requirements and maintain optimal intraday coverage. Implemented leave management protocols to keep external shrinkage within the target range (7-10%). Monitored and controlled auxiliary resource utilization to minimize internal shrinkage.

🤝 Client Relationship Management: Fostered strong client relationships through regular weekly and bi-weekly sync meetings. Actively engaged in client interactions, ensuring alignment with their needs and objectives.

📈 Business Reviews: Spearheaded the creation of quarterly and yearly business review presentations, assisting higher management in highlighting key achievements and performance metrics.

Personal Competencies

💡 Creative Thinker & Adaptable: Proactively anticipate future challenges and offer innovative solutions. Adapt seamlessly to diverse situations, tailoring approaches to meet specific requirements.

🤝 Team Player: Advocate for team collaboration, promoting positive relationships and fostering enthusiasm among colleagues.

📊 Reporting & Analysis: Skilled in data analysis using advanced MS Excel techniques, creating reports for KPI calculations and decision-making and data bucketization.

• Led a team of 25 executives, ensuring they consistently met weekly production targets.
• Implemented resource optimization strategies to enhance team productivity while controlling costs.
• Exceeded Client SLA metrics (ASAT, ORES, AHT) by closely monitoring and managing performance.
• Provided daily performance reports to track team progress and identify areas for improvement.
• Managed schedules to ensure adherence and maintained optimal staff levels on a daily basis.
• Implemented retention strategies and conducted creative Rewards & Recognition activities to foster team morale and minimize attrition.

• Provided chat support to high-profile gaming clients, addressing inquiries, troubleshooting issues, and delivering solutions promptly and accurately.
• Met and exceeded all KPI goals, including response time, resolution time, and customer satisfaction scores.
• Maintained a high standard of quality customer service, ensuring positive customer experiences and fostering client loyalty.
• Collaborated with cross-functional teams to resolve complex issues and improve overall customer satisfaction.
• Acted as a subject matter expert in gaming products and services, providing valuable insights and recommendations to clients.
• Participated in ongoing training and development programs to enhance product knowledge and customer service skills.

Completed graduation with [First Division] & [68.66%] aggregate.

Completed 12th with [First Division] & [65%] aggregate.

Completed 12th with [First Division] & [71%] aggregate.