Hi, I’m
chandan rai
Operation Manager |Coach transformation Academy
Noida,UP
Summary
I have 14 years of experience in people and operations management, with expertise in the operational domain for both corporate and startup positions. I have a proven ability to streamline processes and reduce costs while maintaining high-quality standards. I am experienced in managing teams of up to 50 people and overseeing business revenue. Additionally, I
Experienced market research professional with expertise in data processing and analysis. Strong communicator with proven management skills and proficiency in visualization tools. Organized leader capable of delivering multiple reports weekly. Adaptable to various work schedules, including PST hours.
Overview
10
years of professional experience
6
years of post-secondary education
1
Certification
2
Languages
Work History
HSI corporate service pvt ltd
Operation Manager
9 2022 - Current
Job overview
- I am currently working as an Operation Manager at HSI corporate service since September 2022
- My role involves overseeing the sales operations for Coach Transformation Academy, where I work closely with the Sales & Support team to ensure student enrollment intake as fresh and upgrade students As part of my job, I manage sales across various regions, including Asia, Far East, Middle East, Europe, and the Americas
- I am responsible for executing and delivering results to achieve revenue targets.
- Execution of new ideas to ensure new tool and technologies adapt in organization
Lakshya INTERNET PRIVATE LIMITED
Assistant Manager
03.2021 - 08.2022
Job overview
- Managing Outbound & Inbound Process Vertical (Prole, First Order, Self-order, KAM Sales, Lectrix Moving & Livin) Key Responsibilities KRA's Operation Responsible for managing all operation dened KRA's daily as well on monthly basis : 1
- Business target (Revenue) 2
- Cluster-wise Dealer activation
- 3
- Onboarding Dealer into KAM sales 4
- Onboarding Dealer for Business credit 5
- Shrinkage & Attrition 6
- SLA,s (AL , AHT & SR creation ) 7
- Lead Conversion 8
- Building strategy in achieving the Business Target Tools Utilize in operation: CRM, IVR Bot, Lead Squared &, Dialer Finding grey areas & the area of opportunity.
(TSG GROUP) Group of 3 major Auto Agencies of (Ford, Toyota & Hyundai)
Call center Manager
01.2019 - 03.2021
Job overview
- Responsible for managing all operation-dened KRA's daily as well every month: 1
- Business target 2
- Car Appointment load & Customer satisfaction Score for all 5 locations
- 3
- Headcount planning 4
- Quality/ FGE scores 5
- Shrinkage & Attrition 6
- Sales to service Retention 7
- Lead Conversion 8
- Building strategy in achieving the Business Target Tools Utilize in operation: CRM, IVR Bot, Unied What's up, Dialer Finding grey areas & the area of opportunity.
CONNEQT BUSINESS SOLUTION / TBSS
SR.TEAM LEADER - OPERATION
04.2018 - 01.2019
Job overview
- Responsible for managing all operation-dened KRA's daily as well on a monthly basis: 1
- AHT 2
- Quality 3
- Shrinkage & Attrition 4
- SL & AL 5
- Tagging Compliance Tools Utilize in operation: CRM (Salesforce)
- Avaya , Genesis - Dialer
- Strong team bounding to maintain the Shrinkage & Attrition Building strategy in achieving the SL & AL target
- Finding grey areas & the area of opportunity.
MAGUS CUSTOMER DIALOG
TEAM LEADER - OPERATION
07.2014 - 04.2018
Job overview
- Responsible for managing all operation-dened KRA's daily & monthly basis: 1
- AHT 2
- Quality 3
- Shrinkage & Attrition 4
- Orders & Revenue 5
- Conversion & other calls %
- Building strategy in achieving the Orders & Conversion TGT
- Finding grey areas & the area of opportunity.
Education
Tilka Manjhi University
Bachelor of Arts
04.2005 - 05.2008
JRS college
12th
04.2003 - 05.2005
University Overview
Studied all the Intermediate subjects of Arts
B.E.S.B
10th
03.2004 - 05.2005
University Overview
Passed out in all the subject
Skills
Leadership
Projects
Operation Manager - Student In take, 09/2022, 12/2022, Was assigned a project to help Coach Transformation Academy increase their monthly student enrollment from 30 - 50 students per month. To achieve this target, I streamlined processes such as lead per call attempt, Task reminder /follow-up, instant calls Post lead creation and follow-up after the sample class subscription. Operation Manager - Dialer Integration, 01/2022, 03/2022, As an Operation Manager, I successfully migrated the entire sales team setup of Manual telephony service to Cloud system. This involved transferring all the data, configurations, and settings to the new system while ensuring minimal disruption to the sales team's work. I also designed the inbound IVR (Interactive Voice Response) setup to ensure a smooth and efficient inbound call interaction. This involved creating a user-friendly menu system that guides callers through a series of options to reach the correct department or agent. I also configured call distribution based on the IVR interaction, so calls are routed to the most appropriate agent based on the caller's input. Furthermore, I implemented the Predictive dialer setup to increase customer reach. This involved configuring the dialer software to automatically call a list of phone numbers and connect them to available agents. The software uses algorithms to predict when agents will be available and to adjust the call volume accordingly. This has resulted in a significant increase in customer reach and has helped to reduce the time agents spend waiting between calls. Operation Manager - Payment Gateway, 07/2023, 08/2023, At CTA Singapore, we have integrated a payment gateway with Stripe Payment to enable seamless local payments for all the students from Far East. This integration has resulted in significant cost savings for students, as they are no longer required to pay conversion charges. Moreover, we now offer multiple payment methods through a single common link, making it easier for students to make payments quickly and securely. Our aim is to encourage more students to make payments and simplify the payment process for them. Operation Manager - WABA, 09/2023, 11/2023, As we move towards newer technologies, we have taken the initiative to configure our WhatsApp Business account to ensure maximum benefits. With the latest updates and features, we have boosted the Call-to-Action (CTA) branding, resulting in higher engagement and increased advertisement opportunities. Our aim is to provide an excellent user experience and stay ahead of the competition by leveraging the latest technologies available.
Certification
PMP Professional's
Timeline
PMP Professional's
10-2023
Assistant Manager
Lakshya INTERNET PRIVATE LIMITED
03.2021 - 08.2022
Call center Manager
(TSG GROUP) Group of 3 major Auto Agencies of (Ford, Toyota & Hyundai)
01.2019 - 03.2021
SR.TEAM LEADER - OPERATION
CONNEQT BUSINESS SOLUTION / TBSS
04.2018 - 01.2019
TEAM LEADER - OPERATION
MAGUS CUSTOMER DIALOG
07.2014 - 04.2018
Tilka Manjhi University
Bachelor of Arts
04.2005 - 05.2008
B.E.S.B
10th
03.2004 - 05.2005
JRS college
12th
04.2003 - 05.2005
Operation Manager
HSI corporate service pvt ltd
9 2022 - Current
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