Amit Nawlani
Ujjain
Summary
Highly organized and detail-oriented professional with ~7 years of experience in people management, training, data analysis, project management, stakeholder management, and continuous improvement. Skilled in building relationships, identifying trends, streamlining processes, and aligning frameworks with organizational strategies. Extensive knowledge of the E-commerce, Food delivery and travel industry with a strong background in management, teamwork, Microsoft Excel, telecommunications, and team management.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Manager - Operations
Teleperformance
Indore
03.2024 - Current
- Developed strategies for process improvement, cost reduction and increased customer satisfaction.
- Monitored production processes and quality standards to ensure compliance with company policy.
- Developed and implemented operational procedures to ensure quality standards are met.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Created detailed reports on the performance of individual departments within operations.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Ensure smooth delivery of services according to agreed Service Level Agreements (SLAs) and key performance indicators (KPIs).
- Monitor performance metrics like turnaround time, accuracy, and customer satisfaction.
- Implement process improvements to efficiency and quality.
- Address and resolve issues escalated by team members, or clients.
- Ensure the team adheres to company policies, client guidelines, and regulatory requirements.
Assistant Manager Training
Teleperformance
Kolkata
08.2022 - 03.2024
- Managing and leading the training team.
- Designing and implementing training programs.
- Assessing training needs and addressing skill gaps.
- Ensuring effective training delivery.
- Monitoring and improving training effectiveness.
- Developing training documentation and reports.
- Collaborating with stakeholders.
- Keeping up with industry trends and best practices.
- Created an effective team culture and fostered collaboration to increase team morale and motivation.
- Established clear communication channels, and provided timely feedback to team members.
- Mentored and trained team members to develop their skills and career paths.
- Developed and implemented team processes to improve productivity and efficiency by 3.5%.
- Resolved conflicts in a professional and timely manner.
- Developed a system for recognizing team accomplishments and rewarding success.
- Ensured team members had the resources, tools, and training needed for success.
- Evaluated team performance and provided constructive feedback to help team members improve.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Coordinated with other departments to ensure smooth flow of operations.
- Maintained up-to-date knowledge of company products and services.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Collaborated with management on developing strategic plans for achieving business goals.
Team Leader
TaskUs
02.2021 - 08.2022
Product & Process Trainer
Teleperformance
06.2018 - 02.2021
- Training program design and development
- Instructional design methodologies
- Training needs assessment and analysis
- Training delivery techniques (e.g., classroom, virtual, blended)
- Content creation and curriculum development
- Training evaluation and assessment methods
- Knowledge of contact center operations and processes
- Familiarity with customer service best practices
- Proficiency in training software and learning management systems
- Strong presentation and facilitation skills
- Excellent communication and interpersonal skills
- Throughput, Class Control, Facilitation Skills & Adult Learning Principles
Customer Support Representative
Teleperformance
06.2018 - 02.2021
- Excellent verbal and written communication skills
- Proficiency in customer relationship management (CRM) software
- Strong problem-solving and critical thinking abilities
- Active listening skills to understand customer needs and concerns
- Knowledge of product/service offerings and features
- Ability to handle customer inquiries, complaints, and escalations effectively
- Multitasking and time management skills to handle high call volumes
- Technical skills for navigating computer systems and troubleshooting common issues
- Empathy and patience in dealing with diverse customer backgrounds and situations
- Sales and up selling skills to promote additional products/services
Education
Bechlors - commerce
APJ Abdul Kalam University
01.2019
Higher Secondary -
Kalidas Higher Secondary School
Ujjain01.2012
Secondary -
Ujjain Public Higher Secondary School
01.2010
Skills
- Training program design and development
- Operational efficiency
- Training needs assessment and analysis
- Training delivery methods
- Performance management and coaching
- Metrics analysis and reporting
- Process improvement and operational efficiency
- Team leadership and management
- Stakeholder collaboration and communication
- Compliance and regulatory adherence
- Effective communication
- Strong leadership
- Collaborative teamwork
- Adaptability and flexibility
- Problem-solving
- Time management
- Analytical thinking
- Customer-centric mindset
- Conflict resolution
- Attention to detail
Certification
- Lean Six Sigma Yellow Belt certified - Teleperformance
- Product Training Certified (E-commerce Domain)
- Product Training Certified (Food Aggregator Domain)
- Product Training Certified (Transport Domain)
Awards
- 3 Times Best Trainer Award - Teleperformance
- Best Team Leader in Q4 - TaskUs
- 2 Times Best Team Lead Award
- Best Assistant Manager Award in 03/23
- Gem Award 12/22
Summary - Aboutme
Highly organized and detail-oriented professional with ~7 years of experience in people management, training, data analysis, project management, stakeholder management, and continuous improvement. Skilled in building relationships, identifying trends, streamlining processes, and aligning frameworks with organizational strategies. Extensive knowledge of the E-commerce, Food delivery and travel industry with a strong background in management, teamwork, Microsoft Excel, telecommunications, and team management.
Timeline
Assistant Manager - Operations
Teleperformance
03.2024 - Current
Assistant Manager Training
Teleperformance
08.2022 - 03.2024
Team Leader
TaskUs
02.2021 - 08.2022
Product & Process Trainer
Teleperformance
06.2018 - 02.2021
Customer Support Representative
Teleperformance
06.2018 - 02.2021
- Lean Six Sigma Yellow Belt certified - Teleperformance
- Product Training Certified (E-commerce Domain)
- Product Training Certified (Food Aggregator Domain)
- Product Training Certified (Transport Domain)
Bechlors - commerce
APJ Abdul Kalam University
Higher Secondary -
Kalidas Higher Secondary School
Secondary -
Ujjain Public Higher Secondary School
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