ASHISH PATNAIK
Gurgaon
Summary
Driven Deputy Manager with strong background in team leadership and operational management. Proven ability to streamline processes, improve customer satisfaction, and drive sales growth. Strong communication skills, adept at building cohesive teams and fostering positive work environment. Consistently delivers results that align with organisational goals and enhance overall performance.
Overview
9
9
years of professional experience
Work History
Sr TL Operations (Deputy Manager)
Telus Digital
Gurgaon
03.2025 - Current
- Oversaw staff training and development, implementing strategies to enhance skills and performance.
- Led weekly team meetings to discuss targets, performance, and address any issues promptly.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Conducted performance appraisals, providing constructive feedback and setting goals for team members.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
Team Leader - Operations
Telus Digital Experience
06.2022 - 03.2025
- Assisted team of 18+ members by providing ongoing feedback, coaching, and support to enhance performance.
- Monitored daily operations to ensure adherence to processes and compliance, promoting consistent productivity.
- Evaluated KRAs and identified gaps, implementing targeted strategies to support team development.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
- Conducted performance reviews, providing constructive feedback and personal development plans.
Team Leader - Operations
IGT Solution
05.2018 - 05.2022
- Served with Egencia (IN, VIP Desk) & Expedia (APAC , EMEA , UA Voice , UA Chat & CSD)
- Responsible for managing Shrinkage, Attrition & behaviour in the team. Weekly & Monthly coaching sessions to guide the team members to achieve their targets
- Regularly assessed KRAs, identified gaps, and implemented targeted strategies to enhance team performance
- Providing floor support & handling Escalations to ensure accurate resolution is provided, Roster & Manpower planning, also driving OT whenever required as per process
- Proactively identify risks and implement contingency plans to ensure smooth operations and compliance for the team.
Process Associate - Operations
Teleperformance
11.2016 - 05.2018
- Contributed to achieving sales targets through effective communication and sales techniques for UK travel sales process.
- Optimized time on calls to balance high-quality service with maintaining productivity goals with excellence.
- Participated in daily team huddles or performance reviews to align with objectives.
Education
Bachelor of Business Administration -
ARNI University
High School -
Government Autonomous College
Skills
- Creativity
- Communication
- Sales and service delivery
- Critical thinking
- Delegation skills
- Process improvement
- Performance monitoring
- Coaching techniques
Language
English
Proficient
C2
Hindi
Advanced
C1
Odia
Advanced
C1
Hobbies and Interests
- Volunteering, Passionate about contributing to the community through volunteering efforts. Dedicated to supporting causes.
- Travel, Enthusiastic about exploring diverse cultures, landscapes, and traditions through travel. Committed to broadening perspectives and gaining global insights.
Accomplishments
- Won Best TL award for year 2024
- Won the Best Deputy Manager Award for H1 2025
- Won Best Performance for Q4 2025
- Recognized by management for Employee Engagement projects delivering outstanding Engagement Programs for last 3 years
- Coordinated 4 special public and private events.
Timeline
Sr TL Operations (Deputy Manager)
Telus Digital
03.2025 - Current
Team Leader - Operations
Telus Digital Experience
06.2022 - 03.2025
Team Leader - Operations
IGT Solution
05.2018 - 05.2022
Process Associate - Operations
Teleperformance
11.2016 - 05.2018
Bachelor of Business Administration -
ARNI University
High School -
Government Autonomous College