Summary
Work History
Education
Skills
Accomplishments
Languages
Work Availability
Quote
Timeline
CustomerServiceRepresentative
Ashish Kumar Jena

Ashish Kumar Jena

Banglore

Summary

Seasoned Operations Manager and talented leader with 11 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Work History

Manager Live Operations - CX Strategy

Rockstar Games Inc.
Bangalore , Karnataka
2023.09 - Current
  • Planned, designed, and scheduled phases for large projects. at working independently and collaboratively in a team environment.
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Leading multiple sites with 800 + plus team members.
  • Maximized strategic approaches by keeping close eye on performance and making appropriate adjustments.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Researched and corrected customer concerns to promote company loyalty.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.
  • Monitored project progress, identified risks and took corrective action as needed.
  • Sourced, vetted and managed vendors needed to accomplish project goals.

Manager Operations (GO-AI)

Amazon
05.2022 - 08.2023
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Identified and resolved unauthorized, unsafe or ineffective practices.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Managed multiple side projects successfully.
  • Driven people experience through regular interactions and planning as per requirements.
  • As front line Manager of 20-25 associates, and 3 Team leads provided coaching, guidance, and mentorship to drive achievement of individual and team performance goals.
  • Major responsibilities includes interviewing, training, performance management and employee engagement.
  • Managed schedules, monitored adherence, time-off planning, and attendance in partnership with Workforce Management.
  • Represented Voice of Customer during Gemba walks, participated in Kaizen events and other continuous improvement initiatives in order to escalate systemic problems.
  • Demonstrated excellent time-management skills and ability to work independently while using departmental resources, policies and procedures.
  • Maintained positive and professional demeanor always portraying company in a positive light and effectively managingsensitive issues.
  • Resolved problems, improved operations and provided exceptional service.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Reviewed internal systems and organized training plans to address areas in need of improvement.
  • Conducted thorough reviews of operations to devise and deploy improvement strategies.
  • Leveraged on-site observation and personal interviews to identify team and individual strengths.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
  • Understood strategic direction set by management related to team goals.
  • Adapted to existing methods and procedures to create alternative solutions.
  • Participated in teams to design, build and transform enterprise digital workplace experiences.

Team Lead Customer Support (CRC)

Ubisoft
10.2019 - 05.2022
  • Managed team of 25 employees, overseeing hiring, training, and professional growth of employees.
  • Led projects and analyzed data to identify opportunities for efficiency improvement.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Maximized performance by monitoring daily activities, available data and simultaneously mentoring team members.
  • Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
  • Prepared variety of different written communications, reports and documents to ensure smooth operations.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.
  • Created plans and communicated deadlines to ensure projects were completed on time.
  • Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
  • Managed direction and planning for processes with focus on optimization of daily functions, exceeding customer expectations and achieving KPIs.
  • Facilitated regular meetings to communicate team performance goals and results.
  • Delegated assignments to Team Members, guided them to ensure completion.
  • Evaluated employee performance on monthly basis and coached and trained team members, increasing quality of work and employee motivation.
  • Managed on-site evaluations, internal audits and customer surveys.
  • Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
  • Helped leaders understand how to effectively manage WFH situation and Employee Work Life Balance.
  • Leveraged on-site observation and personal interviews to identify team and individual strengths.
  • Researched and resolved account and service problems with friendly, knowledgeable support.

Customer Operations Team Leader

Blue Planet Info Solutions
02.2019 - 10.2019
  • Built strong relationships with customers through positive attitude and attentive response.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Participated in cross-functional team-building activities.
  • Led team of 20 members while providing exceptional customer service.
  • Partnered with managers to identify and capitalize on sales trends and brand initiatives.
  • Cross-trained and provided back up for customer service managers.
  • Planned, managed and directed daily board operations to increase revenue and reduce costs through P&L analysis.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Developed and delivered new hire transition training and quality assurance programs, increasing new-hire retention.
  • Identified, analyzed and interpreted trends or patterns in complex data sets by finding correlations and visualizing with charts.
  • Utilized various professional statistical techniques and maintained large databases to collect and analyze data from partners and customers.
  • Tracked, analyzed and executed quality and continuous improvement initiatives to hold departments accountable for performance.
  • Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
  • Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.

Customer Support Manager

Chhualsingh Hospitality Pvt Ltd
01.2017 - 12.2018
  • Collaborated with cross-functional departments to update teams on current products, services and troubleshooting techniques.
  • Cultivated long-term relationships with vendors by developing cost-effective methods to source Customer Database.
  • Generated, compiled and distributed Weekly reports of sales leads and up-sell opportunities.
  • Capitalized on 1 Crore in customer up-sell opportunities resulting in 150% increased revenues.
  • Maximized productivity by supervising, mentoring and scheduling team of 20 customer support personnel to meet organizational and operational objectives.
  • Corrected customer order inconsistencies to support accounting with accurate financial reporting as well as analyzed vendor reports
  • Devised recommendations to streamline and simplify customer support system, improving response time by 95% and reducing daily operating costs by 25% .
  • Created customer support strategy for team of 10 to increase customer retention by 70%.
  • Solved database and pricing issues to reduce company expenditures by 25%.
  • Managed call logs, enhanced invoicing data and resolved customer issues to improve operational efficiency by 90% .
  • Managed department call volume of 100 calls per day and coordinated department schedules to maximize coverage during peak hours.
  • Created customer support strategy for team of 20 to increase direct customer retention by 70%.
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
  • Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
  • Drove change and improvement for customer support team by identifying enhancements and forwarding suggestions to senior leadership.

Inside Sales Representative SMB

Dell International Services
07.2015 - 12.2016
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Offered friendly and efficient service to all customers, handled challenging situations with ease.
  • Handled 50 calls per 9 hrs. to address customer inquiries and concerns.
  • Planned over 3 annual promotional events to strengthen brand initiatives and maximize outreach.
  • Set up over 50 new accounts in Quarter
  • Enhanced marketing and sales strategies to increase profitability by 30% and develop organizational pipeline.
  • Executed 100+ sales from manufacturers to customers to improve profitability by 30%.
  • Trained and mentored 35 new sales representatives.
  • Generated average of $1Mn in sales while securing 100% goal attainment performance ratio.

Analyst

Pro Unlimited (Facebook)
06.2014 - 05.2015
  • Helped improve Facebook operations by showing clear connection between current policies and business results.
  • Validated results and performed quality assurance to assess accuracy of data.
  • Applied knowledge of data modeling and statistical analysis to note trends and draw conclusions.
  • Identified and resolved problems through root cause analysis and research.
  • Decreased product defects 75 % by implementing quality assurance guidelines.

Education

Bachelor of Technology - Information Technology

PIET (4 Yrs)
Rourkela
08.2010

High School - Science Education

MGM
Rourkela
06.2006

Skills

  • Team building and leadership
  • Customer service Management
  • People management
  • C-level and Stakeholder management
  • Quality Management System Compliance
  • Skills assessment
  • Talent Recruitment
  • Dexterous and detail-oriented
  • Data Analysis / Trend Assessment
  • Employee performance analytics and management
  • Microsoft Excel
  • Operation Monitoring
  • Management Team-Building
  • Performance Monitoring and Evaluation

Accomplishments

  • Resolved product issue through consumer testing.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Achieved 99.95% quality by completing proper training accuracy and efficiency to the team.
  • Collaborated with team of 3 Managers in the development of Engagement Activities Program.

Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Odiya
Bilingual or Proficient (C2)
Telugu
Elementary (A2)
Marathi
Beginner (A1)

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

The utmost thing is the user experience, to have the most useful experience.
Marissa Mayer

Timeline

Manager Live Operations - CX Strategy

Rockstar Games Inc.
2023.09 - Current

Manager Operations (GO-AI)

Amazon
05.2022 - 08.2023

Team Lead Customer Support (CRC)

Ubisoft
10.2019 - 05.2022

Customer Operations Team Leader

Blue Planet Info Solutions
02.2019 - 10.2019

Customer Support Manager

Chhualsingh Hospitality Pvt Ltd
01.2017 - 12.2018

Inside Sales Representative SMB

Dell International Services
07.2015 - 12.2016

Analyst

Pro Unlimited (Facebook)
06.2014 - 05.2015

Bachelor of Technology - Information Technology

PIET (4 Yrs)

High School - Science Education

MGM

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Ashish Kumar Jena