Summary
Overview
Work History
Education
Skills
Tools
Timeline
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ADITYA BHATIA

New Delhi

Summary

Result-oriented Operations Manager with over 6 years of expertise in leading teams and optimizing operational processes to drive success. Expert in driving KPI improvements (conversion rates, AHT, CSAT, ARPU) and leading teams to consistently exceed targets. Proven ability to forecast, optimize workflows, and implement strategies, delivering growth and operational efficiency. Strong track record of using data-driven insights to enhance team performance and client satisfaction.

Overview

6
6
years of professional experience

Work History

Assistant Manager - Operations

Commversion
09.2024 - Current
  • Led a team of 60 operators for international live chat, consistently achieving KPIs (CSAT,AHT,FRT,Chat conversion)
  • Improved AHT by 18% and FRT by 24% over two quarters, driving measurable gains in chat conversions.
  • Collaborated with QA, Training, and Account Managers to streamline workflows and enhance client satisfaction.
  • Managed escalations and ensured SLA compliance, improving 7 minutes LST- SLA from 88% to 93%
  • Reduced queued chats by 8% in 1 month and 19% over 1 quarter through process improvements and staffing adjustments.

Team Lead- Account Operations

Adobe Inc.
12.2023 - 08.2024
  • Led and managed a team of 40+ chat operators responsible for handling client queries and lead generation.
  • Analyze performance data and customer insights to identify process bottlenecks.
  • Maintain SLA adherence across key metrics.
  • Standardized shift rosters and break schedules, improving workforce availability by 18% during peak hours.
  • Streamlined roster approval process, reducing approval time by 30% and ensuring 96% plus alignment with forecasted chat volumes.

Manager - Sales & Operations

Coding Ninjas
09.2022 - 06.2023
  • Managed inbound team, ensuring seamless operations and consistent service delivery while meeting all key performance metrics.
  • Analyzed chat volume trends to optimize agent performance, resulting in more than 95% adherence to forecasted staffing levels.
  • Received Excellence in Performance Award from the Board for exceeding quarterly targets by 130%+ over two consecutive quarters.
  • Leveraged data analysis to make informed strategic decisions, for improved results, revenue growth and team's monthly performance.


Manager - International Operations - EMEA

Upgrad Education
09.2021 - 09.2022
  • Conducted regular market research and competitor analysis, using insights to optimize chat scripts and improve conversion rates by 4%.
  • Led performance monitoring for agents, achieving significant improvement in upsell success rates through targeted coaching and data-driven feedback.
  • Developed and maintained strong relationships with key stakeholders & retained client accounts.
  • Collaborated with other departments for regular campaign reviews and implemented actionable feedback to improve outcomes.

Team Leader- Business Growth & Retention

Great Learning
04.2021 - 09.2021
  • Worked E2E with the team to provide effective coaching and feedback.
  • Successfully guided clients through cloud adoption and migration, resulting in improved scalability and cost savings.
  • Received Above and Beyond Award from the General Manager for exceeding input metrics by 6% and achieving a 9% increase in ARPU.

IT Learning Consultant

Great Learning
10.2019 - 03.2021
  • Managing clients and helping them upskill with hands on knowledge in AWS, Azure & Cloud.
  • Advised C-Suit IT professionals on academic policies, degree requirements and scheduling.
  • Managing timely and systematic flow through CRM.

Education

Bachelor of Business Administration -

Chatrapati Sahu Ji Maharaj University

Post Graduate Diploma in Business Management -

NMIMS

Skills

  • Operations Management
  • Performance & KPI Management
  • SLA & Compliance Management
  • Process Optimization
  • Workforce Forecasting & Planning
  • Cross-Functional Collaboration
  • Team Leadership & Coaching
  • Data-Driven Decision Making

Tools

  • Advanced Excel
  • Feshdesk
  • Salesforce
  • Live chat
  • Leadsquared
  • Hubspot
  • Giosg

Timeline

Assistant Manager - Operations

Commversion
09.2024 - Current

Team Lead- Account Operations

Adobe Inc.
12.2023 - 08.2024

Manager - Sales & Operations

Coding Ninjas
09.2022 - 06.2023

Manager - International Operations - EMEA

Upgrad Education
09.2021 - 09.2022

Team Leader- Business Growth & Retention

Great Learning
04.2021 - 09.2021

IT Learning Consultant

Great Learning
10.2019 - 03.2021

Bachelor of Business Administration -

Chatrapati Sahu Ji Maharaj University

Post Graduate Diploma in Business Management -

NMIMS

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ADITYA BHATIA