Job Search Status
Open to workDesired start date: Open to discussion
Open To Work
Bikash Kumar Das
Operations Manager - BPS
Gurgaon,HR
Work Preference
Summary
Seeking senior level positions in the domain of Process Management, Operations Management, Client Servicing & Relationship, Quality Assurance & Team Management with an organization of high repute.
Postgraduate (M.Com) with nearly 17 + years of experience in Travel operations, Sales & Marketing processes, Freight Auditing, Real Estate, Logistics & Client Relationship Management services. Presently handling processes for US & UK client related to Logistics, media, Travel and Real Estate. Demonstrated abilities in devising operational activities and accelerating the business growth Sound knowledge in identifying opportunity areas, analyzing requirements and rendering guidance to the clients while maintaining cordial relations with them An effective communicator with excellent relationship building & interpersonal skills
Overview
4
4
Languages
22
22
years of professional experience
Work History
Operations Manager
COFORGE
03.2013 - Current
- Facilitated ongoing performance assessments recognizing improvement opportunities and devising action plans
- Oversaw operations staff while ensuring employee compliance with company policies and procedures.
- Managed hiring, onboarding, and training initiatives for new personnel to align with business objectives.
- Formulated and executed strategies to enhance customer satisfaction.
Assistant Manager – Operations (BPO)
NIIT Technologies
04.2017 - 03.2021
- Monitor & review Process performance and provide necessary support & guidance to Team.
- Prepare presentations for reviews for both client and internal management as per the requirement.
- Conducting project team reviews, updating management on staff requirements if any, and actively participating in hiring process.
- Building strong client engagement and relationship
- Project billings and managing revenue targets
- Service Delivery/Processes: Sales & Marketing, Real Estate & Travel
Team Leader – Operations (BPO Services)
NIIT Technologies
03.2013 - 03.2017
- Handling Teams, for US and UK Processes.
- Motivate and guide the teams to achieve the monthly Targets.
- Weekly client calls to review performance.
- Prepare a daily report of invoices approved, reject and re assigned.
- Self-audit few accounts to cross check & quality monitoring and for understanding.
- Manage the client TAT of invoices.
- Maintaining reports and trackers to track individual and team performance.
- Rostering and scheduling of staff.
- Setting targets for the next month by data analysis.
- Handling escalation calls and client complaints.
- Delivering process related presentation and handling team huddles on a regular basis.
- Service Delivery/Processes: Freight Auditing, Sales & Marketing, & Travel
- Accomplishments: Received Certificate of Excellence (Quarterly and Annual Recognition) for Team management and performance
- Was complimented for special performance in improving service standards and client satisfaction
Growth Path: Business Development Advisor – Trip Advisor project (India), Quality Coach – Trip Advisor project (Australia & New Zealand)
John Keells BPO
05.2011 - 02.2013
- Auditing the data entry for a Team.
- Call Monitoring and feedback sharing.
- Mentoring and coaching the Team to avoid any errors.
- Client meetings for updates and improvement areas.
- Training and handling the Team as an acting Team Manager.
- Responsible for Achieving the Team Targets of collecting $7500 per individual.
- Offer Domestic listing to India, Australia and New Zealand Hotels/ Resorts on Trip advisor website.
- Offer Trip advisor Batched on the Hotel website.
- Educate Hoteliers about Trip Advisor and Traveller Choice Awards of Trip advisor.
- Encourage Hoteliers to Post their Hotel Pictures and Revert to guest comments on Trip advisor.
- Offer Paid and premium listing on Trip Advisor (Global).
- Educate Hoteliers of the benefits of Paid listing and guest Reviews.
- Handle Inbound Inquiries and Guide them on their Hotel page on Trip advisor website.
- Process online payments for Paid listing.
- Products Handled: Free & Paid Business listings for Hotels and B&B’s on Trip Advisor Website
- Accomplishments: Successfully achieved the desired target
- Won new leads and generated sales from new business to business accounts
- Coordinated the activities for promoting the campaign in various events along with the marketing Team of Trip Advisor India
- Imparted training to the new employees on the Products & Services
Growth Path: Team Leader Voice Campaigns, SME –UK Sales Processes & Freight Auditing (US), Executive Voice Campaigns& Collections (BPO)
NIIT Smart Serve Pvt Ltd.
01.2004 - 03.2011
- Handling team of low performers and new joiners.
- Coaching, mentoring and feedback sessions for the team.
- Bring the standards of the team to the process performance levels.
- Assist the senior team leader in overall team performance.
- Maintaining reports.
- Products Handled: B2B Sales (UK & US), B2C Survey(UK) and Travel Vertical India(Goibibo)
- Accomplishments: Acknowledged with Best Executive Award for showing excellence in performance
- Attained 100% of the assigned target for Sales and Revenue during the month of Aug’10 & Nov’10
Education
Master of Commerce -
DAV PG College
Dehra Dun01-2004
Bachelor of Commerce - undefined
DAV PG College
Dehra Dun01-2001
XII - undefined
Kendriya Vidyalaya
Dehra Dun01-1998
X - undefined
Doon Valley Public School
Dehra Dun01-1996
Skills
Team leadership and counseling
Enhancing client engagement
Facilitate training sessions
Quality management
PROFESSIONAL ENHANCEMENTS
- Attended various trainings such as:
- Leadership Essentials: Creating Your Own Leadership Development Plan
- Dealing with Challenging Customer Interactions: Overcoming Communication Issues
- Time Management: Planning and Prioritizing Your Time
- Delegation Essentials: The Delegation Process
- Conflict Resolution
- Personality Development & Effective Business Communication
PERSONAL DETAILS
- Date of Birth: 06th of May 1980
- Present Address: Tower No. 4, Flat 905, Valley View Estate, Gwal phari, Gurgaon
- Permanent Address: Village: Jagulaipara, Post: Rajkanika, Kendrapara Odisha
- Location Preference: Gurgaon
- Nationality: Indian
- Marital Status: Married
- No. of Dependants: 3
CORE COMPETENCIES
- Managing operations performance for target achievement and increasing revenue
- Creating awareness amongst Team, thus increasing motivation levels and focused approach
- Initiating and developing relationships with Clients for business development
- Identifying clients and generating business from the existing clientele to extend services for Revenue growth
- Analyzing staff potential and implementing plans to drive channels for attaining performance & revenue targets
- Conducting project team reviews and updating management on staff requirements if any and actively participating in the hiring process.
- Mapping client’s requirements & providing expert advisory services
- Mentoring & Guiding operations Team for rendering quality services, assistance & providing first-line support by answering queries and resolving issues
Timeline
Assistant Manager – Operations (BPO)
NIIT Technologies
04.2017 - 03.2021
Operations Manager
COFORGE
03.2013 - Current
Team Leader – Operations (BPO Services)
NIIT Technologies
03.2013 - 03.2017
Growth Path: Business Development Advisor – Trip Advisor project (India), Quality Coach – Trip Advisor project (Australia & New Zealand)
John Keells BPO
05.2011 - 02.2013
Growth Path: Team Leader Voice Campaigns, SME –UK Sales Processes & Freight Auditing (US), Executive Voice Campaigns& Collections (BPO)
NIIT Smart Serve Pvt Ltd.
01.2004 - 03.2011
X - undefined
Doon Valley Public School
XII - undefined
Kendriya Vidyalaya
Bachelor of Commerce - undefined
DAV PG College
Master of Commerce -
DAV PG College