ABHIJIT SUVARNA
Operation Manager-Sales
Pune
Summary
Professional Summary - Seasoned Operations Manager with 16+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Expert in establishing collaboration between diverse teams and resources. Organized & detail-oriented planner. Striving to leverage all my skills to the best of its potential.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Operation Manager
Propellum Infotech Pvt. Ltd
4 2017 - Current
- Identified and maximized sales opportunities, and increased customer retention rates.
- Identified procedure or process changes required to improve performance and productivity.
- Consistently surpassed sales quotas by implementing effective sales strategies and equipping providers with powerful product knowledge.
- Successfully managed a sales team of 25 people to meet and achieve sales goals.
- Collaborated cross-functionally to refine procedures, devise best practices, and enforce quality metrics.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Developed and implemented a KPI monitoring system that improved project performance.
Team leader
ShopElect Pvt. Ltd
06.2016 - 04.2017
- Handled entire sales operations.
- Listening to calls and giving proper feedback to improve quality.
- Ensuring quotations for inquiries were sent within TAT daily.
- Track and maintain the quality of the chat team.
- Published daily and weekly sales reports to company directors and employees.
- Having weekly one-on-one discussions with the team, to discuss the previous week's performance and the current week's plan of action.
Team leader
Intelenet Global Service Ltd (now Teleperformance)
03.2013 - 04.2016
- Joined as a Team Leader for ShopDirect.
- As an OJT team leader, I created the SOP and session plan for the OJT phase.
- Handled a team of 30 advisors ensuring that they performed and achieved their required KPI parameters, including schedule adherence, attendance, and emails processed per hour.
- Worked as Acting Team Manager for email customer service process for Shop Direct UK (Online Shopping portal), handling process of about 75 advisors and 5 Team leaders.
- Attending client WBR calls and discussing performance for the previous week.
- Managing data and ensuring that all Team Leads are achieving their KPI.
- Worked for, Apria Health Care as a Team leader.
- Handling a team of 16 advisors for the medical billing and collections process.
Team leader
Altisource Business Solutions Pvt. Ltd
06.2010 - 11.2012
- Worked as a Team leader handling a team of 15 collectors.
- Lead the team to achieve process goals.
- Provided feedback to Team coaches and floorwalkers.
- Monitor calls on a weekly process and provide correct feedback to agents.
- Interacting with managers to ensure adequate resources are available daily basis.
- Handling customer complaints and escalations.
Senior Recovery Specialist
Ocwen Financial Solutions Pvt. Ltd
02.2007 - 06.2009
- Worked as a senior recovery specialist for the collection process.
- Ensuring that I hit 100% of my goal every month.
- Helped the team leader manage the team by giving talk off.
- Helped other team members with their goals and difficulties.
- Exceeded goals through effective task prioritization and great work ethic.
Customer Services Representative
ICICI One Source Ltd.
11.2005 - 10.2006
- Worked as a customer services representative for SKY Digital Services (UK).
- Ensuring 100% quality and customer satisfaction score.
- Was part of the fun committee for the employee engagement program.
Education
Bachelor of Legal Science & Bachelor of Law -
Mumbai Univesity
Mumbai, India 04.2001 -
Twin Diploma in Hotel Management - Hotel Management
American Hotel & Lodging Association (A.H.L.A)
Mumbai 06.2001 - 06.2004
H.S.C -
Maharashtra Board
Mumbai 06.2000 - 06.2001
S.S.C -
Maharashtra Board
Mumbai 06.1998 - 06.1999
Skills
Operations Management
Good Communication Skills
Customer Relationship Management (CRM)
Problem-solving abilities
Teamwork and collaboration
Business Development
Staff Development
Workforce Management
Accomplishments
- Received the award for Best Team Leader of 2014 for the Shop Direct process by Intelenet Global Service Ltd.
- Received a certificate of excellence for the Best Performer for the 2nd Quarter by Intelenet Global Service Ltd.
Certification
- Conquest Wave management certification from Intelent Global Service Ltd.
Timeline
Team leader
ShopElect Pvt. Ltd
06.2016 - 04.2017
Team leader
Intelenet Global Service Ltd (now Teleperformance)
03.2013 - 04.2016
Team leader
Altisource Business Solutions Pvt. Ltd
06.2010 - 11.2012
Senior Recovery Specialist
Ocwen Financial Solutions Pvt. Ltd
02.2007 - 06.2009
Customer Services Representative
ICICI One Source Ltd.
11.2005 - 10.2006
Twin Diploma in Hotel Management - Hotel Management
American Hotel & Lodging Association (A.H.L.A)
06.2001 - 06.2004
Bachelor of Legal Science & Bachelor of Law -
Mumbai Univesity
04.2001 -
H.S.C -
Maharashtra Board
06.2000 - 06.2001
S.S.C -
Maharashtra Board
06.1998 - 06.1999
Operation Manager
Propellum Infotech Pvt. Ltd
4 2017 - Current
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