Archana Singh Rajput
Assistant Operations Manager
Hyderabad
Summary
Assistant Operations Manager overseeing workforce planning, queue management,training , quality,hiring and operational performance in a BPS environment. Results-driven BPS Operations Manager with over 8 years of experience leading service delivery, process optimization, and cross-functional teams in fast-paced outsourcing environments. Proven ability to meet stringent SLAs, improve operational throughput by 25%, and implement Lean strategies to reduce client costs. Adept at transforming underperforming delivery centers, boosting client satisfaction scores by 30%, and leading teams of 300+ professionals..
Overview
2
2
Languages
9
9
years of professional experience
Work History
Assistant Operations Manager
Tech Mahindra Pvt
Hyderabad
03.2024 - Current
- Develop strategic plans to optimize resource utilization and streamline workflows across line-of-business. Review performance reports to spot trends and support timely operational decisions.
- Supervision on Team Leads, SMEs and other support staff. Teaching and guidance. Managed daily shrinkage down to 8%, beating the 12% target. Led a 150-FTE team to hit AHT targets for 6 consecutive quarters and Improved frontline sales conversion rates from 14% to 22%.
Client Relationship Manager
Tech Mahindra Pvt
Hyderabad
11.2023 - 02.2024
- Processed 10+ client service requests per week while maintaining timely follow-up and clear communication. Meeting client requirement in Operations. Led cross-functional teams across Training, quality, and operations to resolve escalations swiftly, reducing average client response time by 35%.
Operation Team Lead
Tech Mahindra Pvt
Hyderabad
02.2022 - 11.2023
- BPS Team Lead with over 2+ years of experience managing operations, driving process efficiencies, and coaching high-performing teams of 20+ associates and maintaining 95% CSAT for 4 consecutive quarters and 83% first-contact resolution rate by coordinating responses and tracking recurring inquiry patterns.
- Proven track record of maintaining 98%+ SLA adherence, reducing error rates, and bridging communication gaps between clients and on-floor execution teams.
- Launched new project and maintained #1 position across 35 sites. Revenue growth by 7% every quarter.
Sales Advisor
Dell Technologies
Hyderabad
08.2019 - 01.2022
- Managed customer accounts and followed up on leads to support ongoing sales activity. Increase sales by 25% every month and top revenue generated. Supported product discussions by explaining features, pricing, and customer options clearly.
Technical Support Representative
Tech Mahindra Pvt
Hyderabad
07.2017 - 07.2019
- Delivered consistent support via phone, chat, and email to maintain efficient service across channels. Diagnosed network connectivity problems quickly to limit downtime across BPS operations. Resolved complex software and hardware issues for BPS clients, maintaining 95% customer satisfaction rate.
Education
Bachelor of Computer Science - undefined
Rungta Engineering College
Bhilai03-2017
High School - Mathematics
ACDE, Mumbai
Mumbai03-2012
Skills
Operational oversight & management
Workforce planning
Data analysis
Process improvement
Quality assurance
AWARDS
- Top performer, Sales team, 2020.
- Outstanding Achievement in Customer Satisfaction, 2018.
- Highest Revenue Generator At Dell in Q3&4, 2021.
- Top Team Lead AT Tech Mahindra, People Choice Manager, 2025
Timeline
Assistant Operations Manager
Tech Mahindra Pvt
03.2024 - Current
Client Relationship Manager
Tech Mahindra Pvt
11.2023 - 02.2024
Operation Team Lead
Tech Mahindra Pvt
02.2022 - 11.2023
Sales Advisor
Dell Technologies
08.2019 - 01.2022
Technical Support Representative
Tech Mahindra Pvt
07.2017 - 07.2019
High School - Mathematics
ACDE, Mumbai
Bachelor of Computer Science - undefined
Rungta Engineering College