ASHAM BHUTANI
Summary
HR administrator with expertise in managing employee onboarding, induction, and exit processes, ensuring compliance and smooth transitions. Proficient in HR administration, recruitment coordination, attendance management, payroll support, and background verification. Maintains accurate employee records and HRMS databases while ensuring confidentiality. Strong organizational, communication, and problem-solving skills contribute to effective HR operations and employee engagement.
Overview
11
11
years of professional experience
Work History
Assistant Manager - Operations
Teleperformance DIBS
02.2020 - 10.2024
- Managed team to ensure all key performance metrics and Client SLAs were met and exceeded.
- Recommended and implemented process improvement initiatives that enhanced quality and contributed to increased customer satisfaction.
- Evaluated and audited voice and non-voice interactions against predefined quality standards, client requirements, company policies, and regulatory requirements using QA scorecards and tools.
- Documented audit findings, maintained quality records, and prepared quality reports and dashboards to support Operations and Project Managers in meeting SLA metrics.
- Delivered structured feedback and quality insights to interviewers, supervisors, and team members to drive continuous improvement.
- Identified errors, deviations, improvement areas, recurring issues, and performance trends through root cause analysis and detailed observation.
- Mentored and coached team members to improve communication, productivity, and customer experience.
- Conducted comprehensive induction and process training for new hires across voice and non-voice functions.
- Facilitated refresher and upskilling sessions with blended training methodologies to address performance gaps and improve overall team capabilities.
- Assessed training effectiveness through performance monitoring, quality outcomes analysis, and post-training evaluation.
- Developed process documentation and supported continuous learning initiatives.
- Provided consistent mentoring, coaching, and training focused on improving team morale and performance.
- Instituted creative Rewards and Recognition activities to enhance team performance and foster career advancement.
- Managed multilingual operations supporting Hindi, Urdu, Punjabi, Bengali, and Nepali language teams.
- Conducted recruitment screening, talent assessment, and final operational interviews.
- Managed project setup on floor and Work-from-Home (WFH) arrangements, including finance management and database maintenance.
- Managed project setup on floor and Work-from-Home (WFH) arrangements, including finance management and database maintenance.
Quality Supervisor / Operations Executive
VMAK Research & Services Private Ltd.
08.2016 - 02.2019
- Designed and implemented quality monitoring and coaching programs aligned with organisational standards.
- Prepared performance reports and communicated actionable quality insights and metrics to management for informed decision-making.
- Supervised customer service operations, ensuring high service quality, adherence to standards, and enhanced customer satisfaction.
- Managed escalations and implemented corrective actions, leading to continuous improvements in customer experience.
- Conducted training sessions for new hires and existing employees; monitored customer interactions to identify improvement opportunities.
- Led recruitment and onboarding activities for customer service professionals.
Administration Manager
API Industries
03.2014 - 05.2016
- Managed administrative and operational activities, ensuring compliance with company policies and procedures.
- Compiled operational reports and coordinated processes to streamline workflow and improve overall efficiency.
- Coordinated customer enquiries and dealer relationships, resolving complaints to enhance service delivery.
Skills
- QA Audit & Evaluation
- Quality Scorecards & Metrics
- Communication Assessment
- Root Cause Analysis
- Process Deviations & Compliance
- Voice & Non-Voice Interaction Evaluation
- SLA Monitoring
- Quality Reporting & Dashboards
- Continuous Process Improvement
- Induction & Process Training
- Refresher and Upskilling Sessions
- Blended Learning Methodologies
- Feedback & Coaching
- Training Needs Assessment
- Performance Gap Identification
- Strong Listening & Analytical Skills
- Attention to Detail
- Written & Verbal Communication
- Independent Work Ability
- Stakeholder Management
- Confidentiality Maintenance
- Team Leadership
- Performance Management
- Multilingual Operations
- QA Tools & Platforms
- Excel & Database Management
- Performance Dashboards
- Call Recording & Analysis Tools
Custom
Maintained strict confidentiality of customer and company information throughout career., Proven track record of working independently with minimal supervision in fast-paced BPO environments., Flexible in taking on additional responsibilities based on business needs.
Timeline
Assistant Manager - Operations
Teleperformance DIBS
02.2020 - 10.2024
Quality Supervisor / Operations Executive
VMAK Research & Services Private Ltd.
08.2016 - 02.2019
Administration Manager
API Industries
03.2014 - 05.2016