Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Hobbies and Interests
Languages
Languages
Timeline
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Bhanu Bhadoria

New Delhi

Summary

Dynamic operations leader with a proven track record at Valethi Technologies LLP, excelling in logistics and client relationship management. Expert in process improvement and data analytics, driving significant enhancements in service delivery. Adept at fostering cross-functional collaboration and implementing Lean Six Sigma methodologies to achieve operational excellence.

Overview

15
15
years of professional experience

Work History

Senior Manager Operations

Valethi Technologies LLP
02.2025 - Current
  • Leading end-to-end operations for ADM Spain and USA across Shipping, Logistics, and Supply Chain functions.
  • Managing international client operations in Customer Service, Data Entry, Billing, and Collections across EMEA, APAC, and US regions.
  • Successfully executed projects for global brands such as Campari, Diageo, Carlsberg, FedEx, MasterCard, Coty, ABI, Vita Coco, NYULH, Altria, and others.
  • Reporting directly to the Senior Director (Spain), with operational oversight over 5 Managers, multiple Team Leaders, and a 200-member team.
  • Spearheaded international process transitions and ensured adherence to delivery SLAs and strategic operational planning.
  • Transitioned the Customer Service LOB for Pepsi, NYULH, Diageo, and Weber with a team of 45 FTEs, including 2 Team Leads and 1 Manager.
  • Set up order windows including web shop articles, sales volumes, and demand/supply planning activities.
  • Oversaw complete order lifecycle—sales and purchase order management, logistics coordination (air, sea, trucking), invoicing, and revenue collections.
  • Designed and implemented frameworks for KPIs, KRAs, SLAs, and drove improvements in supply chain, customer service, and data entry functions.

Associate Manager

Tech Mahindra
Noida
02.2024 - Current
  • Company Overview: Noida
  • Managed client relationships and operational performance with Lean Six Sigma, guiding a team of 15-20 agents to achieve KPIs and SLAs, and fostering a culture of continuous improvement.
  • Used DMAIC and SPC to monitor performance metrics, quickly addressing deviations to maintain service levels.
  • Identified skill gaps with Performance Data Analysis and RCA, implementing targeted training and Continuous Improvement interventions.
  • Monitored team performance using Control Charts and provided coaching to enhance customer experiences and ensure KPI compliance.
  • Developed standardized OJT programs and aligned training content with business objectives using Process Mapping.
  • Improved efficiency through Pareto Analysis and VSM, reducing waste and streamlining call center operations.
  • Applied DOE for capacity planning, optimizing resource allocation to balance workload and enhance service quality.
  • Delivered individualized coaching with Performance Metrics Analysis and PIPs, supporting new hires and underperformers.
  • Enhanced cross-functional communication with Gemba Walks, reducing agent dissatisfaction and improving workflows.
  • Noida

Lead Genius

Apple Retail Store
03.2023 - 10.2023
  • Company Overview: India
  • Promoted a team using Lean Six Sigma to drive collective goals, provide comprehensive training on Apple products, and maintain high customer satisfaction and loyalty.
  • Engaged frontline team members through Gemba Walks, addressing bottlenecks with Kaizen improvements to boost productivity.
  • Standardized training with SIPOC diagrams, ensuring effective onboarding for Apple services.
  • Used Continuous Improvement techniques for training, monitoring post-training performance with Control Charts for sustained results.
  • Conducted process presentations and knowledge checks, leveraging SPC to optimize training retention.
  • Applied RCA to promptly resolve customer complaints, enhancing customer satisfaction and loyalty.
  • Optimized in-store processes with VSM, reducing wait times and improving the customer journey while upholding Apple’s brand standards.
  • Fostered cross-functional collaboration for product launches and promotions, ensuring efficient execution and customer satisfaction.
  • Promoted Lean Leadership for effective communication, aligning the team with goals and fostering continuous improvement.
  • Managed product launches with Lean Six Sigma project management, maintaining execution quality amidst shifting priorities.
  • Mentored team members using Performance Metrics Analysis, ensuring consistent product knowledge and customer service standards.
  • India

Team Leader

Cognizant Technical Services
05.2022 - 03.2023
  • Company Overview: Google Merchant Support
  • Led a Google Merchant Support team, focusing on SLAs and KPIs. Used DMAIC to monitor and improve operations continuously.
  • Conducted needs assessments and performance reviews with Data Analysis and RCA to resolve issues, improving metrics like FCR and AHT.
  • Streamlined workflows through Process Mapping and Kaizen, enhancing team performance and operational efficiency.
  • Managed resources with skills-based training and real-time performance tracking using Control Charts, optimizing phone, chat, and email support.
  • Delivered regular training using Lean Six Sigma methods to keep the team updated and improve CSAT with VoC feedback.
  • Reduced AHT by eliminating non-value-added activities through VSM, optimizing workflows, and training on time management.
  • Ensured quality with frequent assessments, using Pareto Analysis to target improvements and boost FCR.
  • Drove performance improvements with personalized coaching based on metrics analysis, helping the team exceed KPIs.
  • Conducted client business reviews, leveraging Lean Six Sigma insights to suggest strategies for greater operational effectiveness.
  • Supported career growth through structured development plans, performance reviews, and mentorship, aligning individual goals with organizational objectives.
  • Google Merchant Support

Assistant Manager

Concentrix Daksh India Pvt Ltd
Gurugram
11.2010 - 05.2022
  • Company Overview: Gurugram
  • Maintained attrition at or below 4% by using Root Cause Analysis (RCA) to address turnover factors, and implemented engagement programs to boost employee satisfaction and retention.
  • Streamlined leave management with Process Mapping, reducing disruptions and ensuring consistent coverage for absences.
  • Ensured quality compliance through regular audits, using Control Charts to monitor performance and collaborating with QA for targeted coaching based on DMAIC.
  • Kept training schedules on track, applying Continuous Improvement methods to address any training deficiencies.
  • Implemented performance improvement plans for Below-Quota team members, using Performance Metrics Analysis for customized training.
  • Handled Tier 2/Tier 3 escalations for iMac and iPhone, resolving high-priority issues with RCA and Lean tools.
  • Applied Lean problem-solving techniques to guide challenging customer interactions, reducing average handling time.
  • Used Pareto Analysis and audits to maintain quality control and address gaps, ensuring adherence to standards.
  • Conducted one-on-one feedback sessions, aligning individual goals with organizational objectives using Lean Leadership principles.
  • Managed attrition risk with RAG status tracking and proactive interventions.
  • Set and tracked sales targets using Lean Six Sigma project management to keep the team aligned with sales goals.
  • Organized product demos and training to keep the team current on Apple products and services.
  • Gurugram

Education

Commerce Graduate -

Dr. Bhim Rao Ambedkar University
Agra
03.2000

Senior Secondary -

KV Mathura
04.1997

High School -

KV Mathura
04.1996

Skills

  • Problem solving
  • Data-driven mindset
  • Leadership
  • Skills management
  • Continual improvement
  • Process improvement
  • Change management
  • Communication
  • Analytical ability
  • Value stream mapping
  • Root cause analysis
  • Voice of customer
  • LSSBB trained
  • Project management
  • Client relationship management
  • Logistics operations management
  • Cross-functional team leadership
  • Corporate communications
  • Operations management
  • Data analytics

Accomplishments

  • Achieved CSAT scores above 90% for two years (2017-2018) by leveraging VoC feedback and targeted process improvements
  • Led the successful Apple Chat setup for 125 FTEs using process mapping and SOPs for streamlined operations
  • Maintained attrition below 4% (lowest at 2.5% in 2018) through Lean Six Sigma engagement initiatives, and mentoring
  • Reduced email TAT from 76 to under 24 hours on Google Merchant support, applying Kaizen to optimize response times
  • Earned client appreciation for managing BQ and improving CSAT, using RCA and control charts for continuous quality enhancement

Hobbies and Interests

  • Strategic gaming such as chess, which sharpens decision-making and problem-solving skills.
  • Engaging in travel to understand diverse cultures.

Languages

  • English, EF SET Score - C2 Level (Proficient)
  • Hindi, Fluent

Languages

Hindi
First Language
English
Proficient (C2)
C2

Timeline

Senior Manager Operations

Valethi Technologies LLP
02.2025 - Current

Associate Manager

Tech Mahindra
02.2024 - Current

Lead Genius

Apple Retail Store
03.2023 - 10.2023

Team Leader

Cognizant Technical Services
05.2022 - 03.2023

Assistant Manager

Concentrix Daksh India Pvt Ltd
11.2010 - 05.2022

Commerce Graduate -

Dr. Bhim Rao Ambedkar University

Senior Secondary -

KV Mathura

High School -

KV Mathura

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Bhanu Bhadoria