ASHUTOSH RATH
New Delhi
Summary
A result oriented professional with 12+ years of experience as, Customer Service Executive, Business Development Manager, Process Manager and Operation Manager. Presently serving as Manager - Operation with Flixstock India Pvt Ltd. Strategic-minded Business Operations Manager proudly offering over 12+ years' experience in assisting the vision of the organization by developing attainable department goals. Decision-making individual comfortable as a facilitator of short and long term business planning. Promoting a dedicated work ethic and great judgement skills.
Overview
13
13
years of professional experience
Work History
Manager - Business Operations
Flixstock India Pvt Ltd
07.2020 - Current
- Develops strategic plans and programs for the Operation team and ensures that goals and objectives of the team are properly defined and clearly established
- Coordinating with the technical team to get estimations over the requirement and discussing the project approach with client and freezing the requirement./
- Responsible for Daily Productivity and operational work for entire process
- Also involved in Company Developments Plan and Growth Processes
- Directed business operation processes and developed policies.
- Setting and reviewing budgets and managing cost
- Planning and controlling change
- Managing day-to-day activities, analyzing statistics and reading and writing reports.
- Managed company operations, providing first-class customer service and cost-effective management of resources while promoting revenue, profitability and production growth.
- Oversaw company operations, customer service, resource management and profitability.
- Maintained consistent dynamic atmosphere with enthusiasm and purpose to enhance customer experience and satisfaction.
- Evaluated and resolved conflicts and addressed internal and external business problems, building customer confidence by actively listening to concerns and giving appropriate feedback.
Manager - Business Operations
RNF Technologies PVT LTD
07.2013 - 06.2020
- For a US Process Bigstone SEO(, Partner/Web Development & SEO) basically the process is all about lead generation B2B Calling.
- Handling the escalated calls on floor BDEs
- Responsible for Daily Productivity and operational work (MIS)
- Soft calling to US Business and talking feedback for their web work that we have done before
- Client relationship
- Day before briefing with Ams’ and BDEs’
- Taking Care of Sales Target and Floor Ams’ Individual targets
- Managing & supporting a team of Leads, Sr
- Processors & Processors
- Provides MIS & other reports as required, for development and management, produce and analyze
- Ability to work with Advance Excel Formulas (Pivots, Graphs, VLookup, HLookup)
- Handle client
- S escalations & maintain the cordial and healthy relationship with Offshore and
- Onsite Management
- Accounts and accounts receivables is no more than the agreed upon limit and that bad debt is within budgeted target.
- Maintained open and ongoing communication with clients to meet needs and expectations.
- Managed company operations, providing first-class customer service and cost-effective management of resources while promoting revenue, profitability and production growth.
- Demonstrated excellent network and relationship building with both external and internal customers.
- Oversaw company operations, customer service, resource management and profitability.
- Imparted leadership, direction and strategic planning for business unit operations.
- Directed business operation processes and developed policies.
- Maintained consistent dynamic atmosphere with enthusiasm and purpose to enhance customer experience and satisfaction.
- Built strong, lasting relationships with lucrative clients by utilizing active listening, effective communication and dynamic interpersonal skills.
- Identified key objectives to re-establish long term plans to meet goals.
- Hired, trained and coached team members on point-of-sale systems, company policy and procedures and customer service.
- Served as key corporate representative, liaising with multiple departments in support of operational excellence.
- Created and implemented escalation procedures to efficiently and successfully resolve time-sensitive issues.
Sr - Team Leader
IBS
08.2011 - 06.2013
- CCE for a process that handles Welcome Call and First Bill Call for Tata Teleservices Ltd
- Joined as CCE and later promoted to profile of Team Leader after a hard work of a year in Jun’12
- Handling the escalated calls from tele calling agents
- Responsible for Daily APR and operational productivity
- Managing the daily and weekly rosters for existing manpower.
- Assisted management in hiring process and new team member training.
- Suggested and organized team building activities and rewarded accomplishments.
- Monitored team performance and reported on metrics.
- Generated and shared comprehensive and detailed reports about team performance, mission-related objectives and deadlines.
- Promoted safety checks and procedures and promoted safety within workplace.
- Fostered positive employee relationships through communication, training and development coaching.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Subject Matter Expert
Allsec Technologies Ltd
06.2010 - 07.2011
- Worked as a Subject Matter Expert for the Pizza Hut Process for the period of 9 Months
- Identified key performance indicators and guided team members on refining procedures to improve outcomes.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Managed client relations training to encourage high prospect-to-client conversion ratios and frequent referrals from past clients.
- Implemented departmental compliance with established standards and sought out improvement opportunities.
- Handling Customer Escalation & Store Updates
- Managing the daily and weekly rosters for existing manpower.
Education
High School Diploma -
Kakhadi High School
Cuttack, Odisha12th Commerce -
Govt Boys Sr Sec School - 1
New DelhiBachelor of Commerce -
University Of Delhi
New DelhiGlobal Financial Marketing Professional - Financial Services Marketing Operations
Bombay Stock Exchange
New DelhiYellow Belt, Green Belt & Black Belt - Lean Six Sigma
International Management Consultancy
DubaiSkills
- Training and Development
- Experience in working on CRM, LS, Gati, FMS Oracle etc
- Proficient on Microsoft Excel
- Working knowledge of Microsoft Word & Microsoft PowerPoint
- Conflict Mediation
- Budgeting and Forecasting
- Business Planning
- New Hire Training
- Cost Reduction & Containment
- Vendor & Supplier Management
- Client Service
- Operations Management
- Team Building and Leadership
- Business Planning and Strategy
- Budgetary Reviews
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager - Business Operations
Flixstock India Pvt Ltd
07.2020 - Current
Manager - Business Operations
RNF Technologies PVT LTD
07.2013 - 06.2020
Sr - Team Leader
IBS
08.2011 - 06.2013
Subject Matter Expert
Allsec Technologies Ltd
06.2010 - 07.2011
High School Diploma -
Kakhadi High School
12th Commerce -
Govt Boys Sr Sec School - 1
Bachelor of Commerce -
University Of Delhi
Global Financial Marketing Professional - Financial Services Marketing Operations
Bombay Stock Exchange
Yellow Belt, Green Belt & Black Belt - Lean Six Sigma
International Management Consultancy
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