Open To Work
Chandni Gupta
Mohali
Summary
Dynamic Operations Manager with a proven track record at Everise, excelling in process optimization and cross-functional collaboration. Expert in data-driven decision-making and strategic leadership, I have successfully enhanced operational efficiency and developed high-performing teams, driving significant improvements in service delivery and customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Operations Manager
Everise
Mohali
11.2025 - Current
- Managed daily operations to ensure efficient workflow and service delivery.
- Coordinated cross-functional teams to enhance process effectiveness and streamline operations.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Managed staffing through recruitment, selection, onboarding, and training to align workforce with operational goals.
- Developed standard operating procedures to standardize operational practices and ensure compliance.
- Analyzed performance data to identify areas for process improvement and optimization.
- Implemented training programs to enhance employee skills and knowledge retention.
Manager - Operations
Teleperformance
Mohali
11.2024 - 11.2025
- Led a team of XX employees, ensuring high productivity and excellent customer service.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Managed vendor relationships through contract negotiations, ensuring timely delivery of goods and services to meet operational needs.
- Created monthly reports for senior management that summarized operational performance metrics, enabling informed decision-making.
- Implemented quality control measures to uphold company standards.
- Proposed modifications to project plans to align with operational goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Assistant Manager - Operations
Teleperformance
08.2022 - 10.2024
- Oversaw daily operations, ensuring compliance with company standards and regulations.
- Collaborated with upper management to implement cross-department process improvements, increasing operational efficiency.
- Coordinated staff schedules to maximize coverage during peak hours, enhancing service delivery.
- Oversaw daily shift scheduling and duty assignments to optimize team productivity.
- Facilitated communication between teams to streamline project execution and problem-solving.
- Conducted regular staff meetings to address team concerns and communicate updates on initiatives, fostering a unified work environment.
- Managed customer service inquiries and complaints in a timely manner.
- Maintained up-to-date knowledge of company products and services.
Team Leader - Operations
Teleperformance
Indore
07.2017 - 07.2022
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Coordinated daily tasks to optimize workflow among team members, enhancing productivity.
- Led team meetings to address project updates and operational challenges, fostering collaboration.
- Facilitated cross-department communication for project alignment, ensuring cohesive efforts.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Conducted regular performance reviews to assess individual team member progress.
- Assisted in conflict resolution to maintain a positive work environment.
Team Specialist - Operations
Teleperformance
Indore
07.2016 - 06.2017
- Handled escalated concerns with professionalism and empathy, fostering positive customer relationships.
- Educated customers on product features and benefits effectively.
- Maintained up-to-date knowledge of products and services, enabling effective customer education and support.
- Assisted customers with inquiries via phone, email, and chat, ensuring prompt and accurate responses.
- Answered customer inquiries over the phone and via email.
Education
BBA -
Softvision College
Indore01-2019
Skills
- Operations oversight
- Process optimization
- Vendor management
- Change management
- Data-driven decisions
- Lean management
- Customer relationship management
- Client relationship management
- Cross-functional collaboration
- Market analysis
- Strategic leadership and team development
Certification
Lean Six Sigma White Belt
Accomplishments
- Orchestrated the successful RAMP of 670+ FTES, meeting client targets.
- Led cross-functional teams to achieve significant process improvements, resulting in cost savings and increased efficiency.
- Applied Lean Six Sigma methodologies to reduce defects and enhance process cycle time.
- Recognized for exceptional client relationship management, boosting satisfaction and retention rates.
- Awarded as Star Performer for H2.
Languages
- English, Fluent
- Indian Sign Language, Beginner
- Hindi, Fluent
Lines Of Business Handled
- Back-Office LOB - Order Support & Payment, Supported customers with orders and backend payment processing., Achieved 96%+ resolution rate and enterprise-leading average handling time.
- Frontline LOB - Sales Chat (AMR), Pre-sales support including product recommendations and end-to-end solutions., Achieved 86%+ CSAT, AppleCare+ attach rate above 32%, accessories upsell $100+, and close rate of 10-12%.
- Frontline LOB - Service Chat (AMR), Supported order status, gift cards, returns, refunds., Maintained CSAT above 85% and FCR above 80%.
- Personal Session, Delivered device onboarding sessions for new customers., Achieved consistent CSAT above 85%.
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
RemoteOn-SiteSalary Range
₹1650000/yr - ₹1650000/yrTimeline
Operations Manager
Everise
11.2025 - Current
Manager - Operations
Teleperformance
11.2024 - 11.2025
Assistant Manager - Operations
Teleperformance
08.2022 - 10.2024
Team Leader - Operations
Teleperformance
07.2017 - 07.2022
Team Specialist - Operations
Teleperformance
07.2016 - 06.2017
BBA -
Softvision College