Summary
Overview
Work History
Education
Skills
Accomplishments
EXTRACURRICULAR ACTIVITIES
Timeline
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ADITYA KUMAR ANSHU

Gurgaon

Summary

Diligent with strong foundation in managing daily operations and team leadership. Proven success in optimizing workflows and enhancing customer satisfaction. Demonstrated expertise in problem-solving and strategic planning to drive team performance.

SMART people approach along with feedback,coaching and mentoring.

To secure a position that will enable me to use my strong communication, team handling skills, client handling and my ability to work well with people.

Overview

12
12
years of professional experience

Work History

Assistant Manager Operations - Trust & Safety

Concentrix India Pvt Limited
05.2022 - Current
  • Manage, motivate and gain loyalty of the team
  • Employee mental wellbeing ambassador and people centric.
  • Coordinate various logistical aspects, manage staff schedules, ensure quality control, and streamline processes to increase productivity.
  • Managing SLA, attrition, shrinkage and delivery.
  • Understanding and working on client requirements(SOP) and making sure we as a team deliver the targets within timelines.
  • Open to new learnings and believe in cross functional team work. Easy to approach anytime and a good listener.
  • Overseeing inventory, implementing safety protocols, and liaising with other departments to resolve operational issues.
  • Brief team members on their performance, customer requirements and Concentrix vision
  • Working with clarity and empathy to drive ESAT and Client Site Rating
  • Check and improve performance quality (quality control, knowledge control, advisor's performance management)
  • Develop skills and support advisors on a daily basis (coaching, team meetings, ongoing training, etc.)
  • Maintain skills, handle calls and emails
  • Ensure the respect of Concentrix values, implement discipline and platform rules

Team lead- Operations

TaskUs
06.2021 - 04.2022
  • Motivate and strategize how the team will meet efficiency, productivity and consistency targets
  • Perform weekly check-point on the analyst's performance using scorecards as a point of discussion
  • Chart a career development plan for the analysts and provide guidance on how to achieve personal and career goals
  • Elevate and escalate red flags to management on a duty of care perspective
  • Ensure that team schedules are communicated; leave requests are attended to and team attendance is monitored. Chronic absentees should be managed.
  • Guarantee that base operational expectations and information security policies are enforced
  • Identify improvement opportunities in workflows and suggest solutions. Create a culture of innovation
  • Facilitate team meetings and team huddles
  • Create an engaging and fun work atmosphere for the team
  • First point of escalation and clarification on HR-related matters and concerns
  • Course correct non-performing metrics and analysts through root cause analysis and solid action planning
  • Perform weekly sit down sessions to gather insights and innovative ideas
  • Execute administrative functions inside the team (i.e. time report reviews) and HR disciplinary actions (if needed)
  • Ensure that SMEs are performing their duties and responsibilities

Assistant Manager- Sales & Operations

UTF Technologies Pvt. Ltd.
02.2020 - 05.2021
  • SaaS product sales
  • People Administration: staff planning, shrinkage management, and attrition
  • Lead generation
  • Pre-sales and Post-sales support
  • Business and service operations
  • Development and quality analysis on the product features
  • Developing strategies to improve sales
  • Effectively handling customer complaints
  • Assisting with the recruitment of sales staff
  • Providing guidance, training, and mentorship
  • Setting sales quotas and goals
  • Client Relations
  • CSAT (Customer Satisfaction) and NPS (Net Promoter Score)

Assistant Manager, Operations

EXL services Pvt. Ltd.
01.2018 - 01.2020
  • Team Management
  • Direct Client Interactions
  • Service Credits
  • Process excellence
  • SLAs and Process Work Management
  • Reporting and Projections
  • Quality Audits
  • Weekly and Monthly Business Reviews & Volumetric
  • CSAT (Customer Satisfaction) and NPS (Net Promoter Score)
  • Worked here in three different designations, starting from Associate, Senior Associate, and then an Assistant Manager.

Senior Associate

EXL services Pvt. Ltd.
05.2017 - 12.2017
  • Negotiation and resolution of executive complaints, billing inquiries, and customer questions with a high degree of courtesy and professionalism
  • Mentoring the new joiners in the team
  • Dealing with high-level escalations on calls, emails, and chats for the team

Associate

EXL services Pvt. Ltd.
02.2016 - 04.2017
  • UK Consumer process (British gas)
  • Handling calls and emails of customers
  • Prepared and maintained productivity reports and spreadsheets
  • Achieved 90%-100% scores for first-call resolutions, surpassing 80% quality target

Associate (Ops & HR)

Tabashi Technologies Pvt. Ltd.
08.2013 - 03.2015
  • UK Consumer Survey process (International outbound)
  • Handling the basic HR work of the company
  • Understanding the requirements of team members and taking care of recruitment of the company
  • Lead generation
  • Evenly distributed assignments among the team daily
  • Evaluated the daily workload for each individual

Education

Bachelor of Science (B.Sc) - Chemistry

Vinoba Bhave University; Bokaro Steel City College
01.2013

Intermediate - undefined

CBSE, Adwaita Mission School
01.2009

Matriculation - undefined

CBSE, D.A.V. Public School (Kahalgaon)
01.2006

Skills

  • Good communication skills
  • Good interpersonal skills
  • Decision-making ability
  • Ability to listen and active problem-solving skills
  • Ability to handle pressure
  • MS Office (Excel, Powerpoint, Word)
  • Team leadership
  • Time management
  • Customer relations
  • Team motivation
  • Staff training and development
  • Task delegation
  • Goal setting
  • Conflict resolution
  • Team building
  • Customer rapport
  • Recruiting and interviewing

Accomplishments

  • Increased internal talent availability by 10% through Talent Strategy Initiatives- Cross-training the team members into different sub-processes of the project resulted in more resources available for the all sub-threads
  • Reduced cost of external hiring through Internal Talent Pipeline- Identifying the valuable resources in the team and sending them for Employee enhancement training resulted in a growth in their potential and reduced the need for external hiring’s
  • Achieved revenue generation-Gained business for the company with clients increasing 15 full-time employees and established the off-shore process set up successfully
  • Client Retention- Retained the client with precise quality work when the contract was getting expired

EXTRACURRICULAR ACTIVITIES

Organized cultural and art functions in the school and college Won various medals in athletics, basketball, volleyball, cricket in the zonal meet at school level and college level Collected various prizes in elocutions and extempore

Timeline

Assistant Manager Operations - Trust & Safety

Concentrix India Pvt Limited
05.2022 - Current

Team lead- Operations

TaskUs
06.2021 - 04.2022

Assistant Manager- Sales & Operations

UTF Technologies Pvt. Ltd.
02.2020 - 05.2021

Assistant Manager, Operations

EXL services Pvt. Ltd.
01.2018 - 01.2020

Senior Associate

EXL services Pvt. Ltd.
05.2017 - 12.2017

Associate

EXL services Pvt. Ltd.
02.2016 - 04.2017

Associate (Ops & HR)

Tabashi Technologies Pvt. Ltd.
08.2013 - 03.2015

Intermediate - undefined

CBSE, Adwaita Mission School

Matriculation - undefined

CBSE, D.A.V. Public School (Kahalgaon)

Bachelor of Science (B.Sc) - Chemistry

Vinoba Bhave University; Bokaro Steel City College

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ADITYA KUMAR ANSHU