Astute Business Operations Manager focused on supporting cross-functional teams to increase customer satisfaction through process improvements. Respectful and respected professional with exceptional knowledge of developing strategic plans for service excellence. Seasoned management professional successful at establishing excellent working relationships with customers, employees, vendors and contractors. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Hi, I’m
Alfaz Patel
Pune
Summary
Overview
16
years of professional experience
3
years of post-secondary education
1
Certification
Work History
Merkle Sokrati
Manager-Business Operations
6 2019 - Current
Job overview
- Accessing, creating, implementing, tracking, and improving processes for a data-oriented Digital Marketing agency
- Streamlining internal reporting structure
- Tracking P&L for the entire organization at the team level as well as at the account level
- Suggesting optimization methods and making sure that a healthy cost-to-revenue ratio is maintained throughout the year
- Preparing quarterly hiring plans based on business outlook, making sure a healthy pyramid is maintained, and collaborating with HR team to ensure timely hiring of crucial positions
- Conducting quarterly customer satisfaction surveys for all the active clients, analyzing feedback, publishing results, driving action plan with the help of the leadership team, and track progress
- Maintaining quarterly scorecard for all active clients based on certain parameters which help in understanding areas of improvement, clients at risk, and making sure that required actions are taken with the help of leadership and engagement team
- Tracking new business deals in Salesforce, helping BD team to understand current capacity, and also tracking the expected vs actual business achievements in these deals
- Conducting WBRs and monthly steering groups with the leadership team, discussing action areas, and tracking progress on projects
- Tracking OKRs across the organization, publishing results
- Tracking quarterly organizational goals, ensuring actions on projects, highlighting red flags, and publishing results
- Streamlining Ticket based task management tool (Freshdesk) across the company
- Implementing automation based solutions to align internal processes involving Finance, HR, Sales and Admin team.
Pricentric.com (Eversana)
Managing Analyst
03.2017 - 12.2018
Job overview
- Managing a team of 10-12 associates for a Pharma domain data process
- Managing the delivery as per the agreed contract timeliness
- Handled clients from top pharmacy companies in the world
- Major clients from Europe and United states
- Quality Management through various quality checks and automation techniques to ensure efficacy
- People and performance management by creating strong bonding within the team and ensuring awareness of objectives
- Attrition Management through risk assessment
- Capacity Management
- Managing qualitative aspects of the team and looking for continuous improvements
- Risk assessment and mitigation in various areas of the process
- Stakeholder management and effective governance of the process
- Optimization of Resources through micro-management and time and motion studies
- Creating processes to streamline workflow
- Analyzing various data sources for data imports, and verifying scope for automation
- Working closely with on-shore and off-shore developers to create data applications, testing and sharing feedback.
Firstcry.com
Team Leader-Operations
03.2015 - 02.2017
Job overview
- Managing a team of 20-25 associates for an email process
- Managing the daily number of emails received and achieving 0% pending responses on a daily basis
- Creating a weekly/monthly roster to ensure sufficient manpower is maintained throughout the week/month
- Quality Management through sample audits and timely feedback
- Preparing various MIS reports, analyzing them for evaluation of team progress
- Establish and implement departmental policies
- Analyzing workflow, establishing priorities, developing standards and setting deadlines
- Managing qualitative aspects of the team and looking for continuous improvements
- Risk assessment and mitigation
- Stakeholder management and effective governance of the process
- Optimization of Resources
- Eliminating unnecessary sub-processes and creating one stable process with lesser scope for deviations.
Universal Training Solutions Pvt. Ltd.
MIS Analyst
01.2013 - 01.2015
Job overview
- Confer with personnel concerned to ensure successful functioning of newly implemented systems or procedures
- Analyze data gathered and develop solutions or alternative methods of proceeding
- Develop and implement records management program for filing, protection, and retrieval of records, and assure compliance with program
- Review forms and reports and confer with management and users about format, distribution, and purpose, and to identify problems and improvements
- Document findings of study and prepare recommendations for implementation of new systems, procedures, or organizational changes
- Prepare manuals and train workers in use of new forms, reports, procedures or equipment, according to organizational policy
- Design, evaluate, recommend, and approve changes of forms and reports
- Plan study of work problems and procedures, such as organizational change, communications, information flow, integrated production methods, inventory control, or cost analysis
- Recommend purchase of storage equipment and design area layout to locate equipment in space available
- Gather and organize information on problems or procedures
- Generate standard or custom reports summarizing business, financial, or economic data for review by executives, managers, clients, and other stakeholders
- Provide technical support for existing reports, dashboards, or other tools.
Wipro BPO Pvt. Ltd.
Customer Billing Executive
08.2012 - 12.2012
Job overview
- Verify accuracy of billing data and revise any errors
- Operate typing, adding, calculating, or billing machines
- Prepare itemized statements, bills, or invoices and record amounts due for items purchased or services rendered
- Resolve discrepancies in accounting records
- Compute credit terms, discounts, shipment charges, or rates for goods or services to complete billing documents.
Firstcry.com
Sr. Executive-Customer Relations
06.2011 - 07.2012
Job overview
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Refer unresolved customer grievances to designated departments for further investigation
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills
- Obtain and examine all relevant information to assess validity of complaints and to determine possible causes, such as extreme weather conditions that could increase utility bills
- Solicit sales of new or additional services or products.
Pagepoint Services Pvt. Ltd.
Customer Service Executive
11.2010 - 05.2011
Job overview
- Confer with customers by telephone or in-person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, details of inquiries, complaints, or comments, and actions are taken
- Solicit sales of new or additional services or products.
Mom India Audio Video Studio
Office Assistant
03.2008 - 08.2010
Job overview
- Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
- Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations
- Transmit information or documents to customers, using computer, mail, or facsimile machine
- Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents
- File and maintain records
- Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided
- Collect, sort, distribute, or prepare mail, messages, or courier deliveries
- Process and prepare memos, correspondence, travel vouchers, or other documents
- Receive payment and record receipts for services
- Schedule appointments and maintain and update appointment calendars
- Schedule space or equipment for special programs and prepare lists of participants
- Perform duties, such as taking care of plants or straightening magazines to maintain lobby or reception area.
Education
Jodhpur National
Bachelor of Arts
06.2011 - 05.2014
University Overview
Skills
Operational Efficiency
Links
Links
Customer Service, Analytical Mindset, Goal Deliverer, Self-Believer, Philomath, Peace Keeper, #traveldiaries, #videogames, #partyplanner, #standupcomedyDetails
Details
Pune, India, 9527562665, alfazpatel221b@gmail.comLanguages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Certification
Meta Certified Media Buying Professional Exam
Timeline
Meta Certified Media Buying Professional Exam
06-2022
Managing Analyst
Pricentric.com (Eversana)
03.2017 - 12.2018
Team Leader-Operations
Firstcry.com
03.2015 - 02.2017
MIS Analyst
Universal Training Solutions Pvt. Ltd.
01.2013 - 01.2015
Customer Billing Executive
Wipro BPO Pvt. Ltd.
08.2012 - 12.2012
Sr. Executive-Customer Relations
Firstcry.com
06.2011 - 07.2012
Jodhpur National
Bachelor of Arts
06.2011 - 05.2014
Customer Service Executive
Pagepoint Services Pvt. Ltd.
11.2010 - 05.2011
Office Assistant
Mom India Audio Video Studio
03.2008 - 08.2010
Manager-Business Operations
Merkle Sokrati
6 2019 - Current
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