Bhavneet Verma
Operations Manager
Bengaluru
Summary
Dynamic Operations Manager with a proven track record at FusionCX, enhancing customer satisfaction through innovative training programs and effective team mentoring. Skilled in data analytics and problem-solving, I have successfully optimized resource allocation and established strong interdepartmental communication, driving performance improvements and fostering a culture of collaboration.
Overview
4
4
years of professional experience
3
3
Languages
Work History
Operations Manager, Customer Experience
FusionCX
09.2023 - 01.2026
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Mentored team members in developing their skills and advancing their careers within the organization.
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Introduced new technologies to optimize operational efficiency.
Collections Supervisor
Alorica
09.2023 - 07.2025
- Developed customized payment plans for clients experiencing financial difficulties to minimize losses.
- Established performance metrics to evaluate team success and identify areas for improvement.
- Researched accounts and completed due diligence to resolve collection problems.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
Campaign Manager
FusionCX
03.2022 - 09.2023
- Streamlined campaign reporting processes, providing actionable insights for continuous improvement.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
Customer Service Manager
FusionCX
11.2021 - 03.2022
- Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
Education
MBA - Finance
Amity Online
Noida 05.2001 -
BBA - General
Amity University
Noida 05.2001 -
Diploma in Software Testing And Quality Assurance - Quality Assurance
Matrix College
Montreal 05.2001 -
Skills
Staff development
Customer acquisition
Engagement strategy development
Data analytics
Training programs
Account management
Proficient in CRM tools
Problem-solving abilities
Customer service management
Employee relations
Performance management
Team collaboration
Timeline
Operations Manager, Customer Experience
FusionCX
09.2023 - 01.2026
Collections Supervisor
Alorica
09.2023 - 07.2025
Campaign Manager
FusionCX
03.2022 - 09.2023
Customer Service Manager
FusionCX
11.2021 - 03.2022
MBA - Finance
Amity Online
05.2001 -
BBA - General
Amity University
05.2001 -
Diploma in Software Testing And Quality Assurance - Quality Assurance
Matrix College
05.2001 -