Arti Gupta
Operations Manager
Gurugram,HR
Summary
Dynamic Operations Manager with a proven track record in team building, cost reduction, and driving operational excellence. Committed to enhancing quality while implementing cost-saving strategies that maintain product and service integrity. Strong leader and adept problem-solver focused on optimizing processes to boost organizational efficiency and performance. Leverages independent decision-making skills and sound judgment to foster a culture of success and continuous improvement within the team.
Overview
17
17
years of professional experience
4
4
Certifications
Work History
Operations Manager
Convey Services
01.2025 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Managing Support Specialist Team Leads
Asst. Business Manager
Workxertise
03.2023 - 09.2024
- Managed operations, command center, and 700+ FTEs, overseeing KPIs, and KRAs.
- Developed AI speech-to-text tools, and enhanced processes for business expansion.
- Implemented ChatGPT and automation for improved query handling and efficiency.
- Handled outbound and email processes for Hero MotoCorp, including PAN India feedback, with multilingual support.
- Improved IVR options and dialer functionalities.
- Handling the escalation matrix.
- Coordination with the marketing and sales team across pan-India.
Senior Team Leader
Accenture (Google Pay Project)
12.2019 - 03.2023
- Supervising the complete recruitment life cycle for sourcing the best talent from diverse sources after the identification of manpower requirements.
- Assisting the proposal team in developing an appropriate staffing plan that is suitable for the proposal requirements, ensuring that all staffing requirements are met.
- Managing team lead interns and helping them drive the client targets, managing day-to-day KRAs.
- Worked on retention and analyzing reasons for better retention.
Team Manager
Convergys India services
11.2016 - 12.2019
- Worked for AT&T (US) and Dell (US) projects (outbound, up-selling).
- Interacted with customers to address their concerns, answer their questions, and assist them with their needs.
- Made the supervisor calls and emails, and responded to customers' questions and concerns.
- Conducted current and ongoing strategic assessments of business-wide training and development programs and initiatives.
- Helping with performance management and performance appraisal plans for employees in alignment.
Team Leader
Teleperformance
09.2013 - 11.2016
- Maintained an organizational structure and staffing levels to accomplish company goals and objectives
- Maintained a strong network of contacts to identify and source quality candidates; reviewed applications to identify and arrange preliminary interviews
- Managed the team and responsible for achieving the client targets
Senior Customer Care Executive
Convergys Orange Program
01.2007 - 01.2013
- Assisted executives in their training and development requirements and solutions from individual to strategic level
- Counselled teams to assess needs, align interventions with objectives, develop strategy in support of organizational goals and establish program delivery parameters for senior client executives
- Have worked on basis level and was champion in all the eligible rewards program
Education
MBA - Marketing and Sales Management
UPTU
Lucknow 05.2001 -
Bachelor of Science - Biological Sciences
Lucknow University
Lucknow05-2005
Skills
Collaborator
Certification
Industrial training | Reliance Communication | Lucknow
Timeline
Operations Manager
Convey Services
01.2025 - Current
Asst. Business Manager
Workxertise
03.2023 - 09.2024
Senior Team Leader
Accenture (Google Pay Project)
12.2019 - 03.2023
Team Manager
Convergys India services
11.2016 - 12.2019
Team Leader
Teleperformance
09.2013 - 11.2016
Senior Customer Care Executive
Convergys Orange Program
01.2007 - 01.2013
MBA - Marketing and Sales Management
UPTU
05.2001 -
Bachelor of Science - Biological Sciences
Lucknow University
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