Ashish Kumar Choudhary
Ghaziabad
Summary
To contribute to a reputable organization that values talent and offers a growth-oriented and learning-conducive environment.
Over 15 years of core operational experience in inbound/outbound sales, logistics, customer service, travel, e-commerce, and the education sector. Established a Global Command Centre at I-Energizer, centralizing MIS, WFM, RTA, billing, and transitions. Successfully transitioned the Gamma process hub to Radical Minds with zero process loss and downtime within two months. Proven leadership and management skills, driving the adoption and acceptance of workforce management tools, processes, and principles across multiple locations. Exceptional organizational skills, including time and priority management, and the ability to balance multiple projects. Experience managing teams of over 800 employees. Consistently delivered front-end, back-end, and outbound operations with a 95% customer satisfaction score, 62% courier delivery rate, and 80% outbound connectivity.
Overview
18
18
years of professional experience
Work History
Service Delivery Leader
I-Energizer BPO Services
10.2022 - Current
- Company Overview: Business Process Management Company
- Lead the Global Command Centre, supporting a cluster of domestic and international processes
- Manage a diverse portfolio of processes, including customer service for banking, e-commerce, travel, B2B sales, and customer support
- Ensure client SLAs/KPIs and customer satisfaction expectations are met
- Reduce overall costs by implementing new technologies and optimizing resource allocation
- Conduct regular one-on-ones, performance development reviews, objective setting, and development planning
- Business Process Management Company
Assistant Vice President
Gamma Process Hub India Ltd./Radical Minds Pvt. Ltd.
07.2021 - 09.2022
- Company Overview: Business Process Management Company
- Managed inbound/outbound customer support for e-commerce, edtech, travel, and BFSI clients
- Oversaw a cluster of processes, including banking, e-commerce, travel, B2B sales, international sales, and customer support
- Maintained a zero-penalty record on the rewards and penalties matrix
- Achieved zero revenue loss while targeting a 5% quarterly revenue increase
- Enhanced existing processes and explored new business opportunities
- Business Process Management Company
Assistant General Manager Operations
Nimbus Post/Voehoo.com
11.2020 - 07.2021
- Company Overview: Fastest Growing Courier Aggregators
- Managed the Voehoo.com e-commerce process and sales/customer support for the courier aggregator model
- Oversaw complete business processes for successful system execution, including dialing strategies, follow-ups, TAT adherence, and P&L management for the e-commerce portal
- Reviewed departmental performance and provided support to overcome challenges
- Achieved targets for sales, client retention, AD instructions, login ratio (manpower planning), customer satisfaction score, and agent utilization
- Fastest Growing Courier Aggregators
Operations Manager
GUS INDIA, Global University System
03.2020 - 11.2020
- Company Overview: One of the World's Largest University Systems
- Managed the complete admission process for UPES Dehradun
- Reviewed departmental performance and provided support to overcome challenges
- Managed outbound data, implementing effective dialing strategies to maximize output
- Achieved targets for applications and admissions
- Managed complete business processes for successful system execution, including manpower planning to address volume surges (e.g., during the COVID-19 situation)
- One of the World's Largest University Systems
Assistant Vice President Operations
Naaptol Online Shopping Pvt. Ltd.
01.2013 - 03.2020
- Company Overview: India’s Leading Teleshopping Network & Online Store
- Managed operations for the Southern part of India
- Reviewed departmental performance and provided support to overcome challenges
- Achieved targets for conversion, cost per order, delivery percentage, attrition, RAD instructions, login ratio (manpower planning), quality score, GPO & LP connectivity, and customer satisfaction score
- Managed service costs, customer satisfaction, delivery target achievement, churn management, and customer relationship management
- Managed complete business processes for successful system execution, including manpower planning for anticipated volume surges
- Reviewed project risks and implemented mitigation procedures, including optimized manpower allocation
- Ensured adherence to set SLAs
- Ensured internal audit compliance
- Minimized attrition rates to maintain a skilled workforce
- India’s Leading Teleshopping Network & Online Store
Operations Team Lead
Xerion Retail (Jabong.com)
06.2012 - 12.2012
- Company Overview: India’s Fastest & Largest Growing E-Commerce Portal
- Managed all outbound activities, including voice-based sales, confirmation, and retention processes, with a team of 3 Team Leaders and 2 SME's
- Ensured 100% SLA achievement for the COD confirmation campaign
- Drove sales through various outbound campaigns and achieved an 80% delivery or RAD
- Retained customers by leveraging historical and real-time data
- Managed and allocated data daily, providing weekly projections in sales reviews
- Introduced various sales campaigns to increase sales and improve customer service
- India’s Fastest & Largest Growing E-Commerce Portal
Operations Team Leader
Magus Customer Dialog (HomeShop18)
05.2007 - 06.2012
- Company Overview: HomeShop18 is a venture of the Network18 Group
- Managed inbound sales operations with a team of 45-52 agents and 2 Assistant Team Leaders
- Ensured SLA target achievement and managed after-sales services, including complaint resolution
- Evaluated and improved processes and methods
- Managed the selection, training, development, and performance of professional and non-exempt direct reports
- Provided coaching and counseling, and coordinated, planned, and assigned work
- Conducted training sessions
- Certified trainees and selected them based on their skills for process requirements in both the FC-24 office and I-Energizer (another outsourced process of Web HS18)
- HomeShop18 is a venture of the Network18 Group
Education
Bachelor of Arts (BA) -
Skills
- Windows 2000
- Windows XP
- Windows ME
- Windows 98
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Outlook Express
- Service level agreements
- Business analysis
- Incident management
- Customer satisfaction
- Service delivery optimization
- Performance metrics analysis
- Budget management
- Process analysis
- Vendor management
- Team building
- Decision-making
- Data analysis
Hobbies and Interests
- Reading books and articles
- Traveling
- Wildlife photography
Operational Achievements
- Implemented weather-based and real-time event-based manpower planning.
- Launched Power BI dashboards for organizational reporting.
- Reduced losses to zero for a travel process through risk assessment and mitigation.
- Successfully transitioned the Gamma process hub to Radical Minds post-acquisition with zero process loss and downtime.
- Delivered two new projects in six months.
- Maintained a zero-penalty record with clients in the current financial year.
- Improved inbound and outbound productivity by implementing changes in CRM, IVR, and outbound calling systems.
- Established an e-commerce call center for Nimbus Post in 20 days.
- Reduced the churn rate of existing vendors by 10% consecutively for four months.
- Developed training materials for vendors on the Nimbus Panel for shipping.
- Increased admission intakes in 2020 by 200% compared to 2019.
- Maintained smooth operations at GUS University during the COVID-19 situation with no productivity loss.
- Reduced Naaptol’s center cost from ₹104 per order to ₹28 per order.
- Improved the conversion rate at Naaptol from 17% in 2013 to 40% in 2019.
- Introduced a verification process that improved delivery rates from 58% to 62% in 2018-19.
- Launched up-sell processes under various schemes to improve utilization, sales, and cost efficiency.
- Decentralized Aspect dialers.
Timeline
Service Delivery Leader
I-Energizer BPO Services
10.2022 - Current
Assistant Vice President
Gamma Process Hub India Ltd./Radical Minds Pvt. Ltd.
07.2021 - 09.2022
Assistant General Manager Operations
Nimbus Post/Voehoo.com
11.2020 - 07.2021
Operations Manager
GUS INDIA, Global University System
03.2020 - 11.2020
Assistant Vice President Operations
Naaptol Online Shopping Pvt. Ltd.
01.2013 - 03.2020
Operations Team Lead
Xerion Retail (Jabong.com)
06.2012 - 12.2012
Operations Team Leader
Magus Customer Dialog (HomeShop18)
05.2007 - 06.2012
Bachelor of Arts (BA) -
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