Deepak Khatri
Ahmedabad
Summary
Strategic-minded Business Operations Manager proudly offering over 17 years' experience in assisting the vision of the organization by developing attainable department goals. Decision-making individual comfortable as a facilitator of short and long term business planning. Promoting a dedicated work ethic and great judgement skills.
Overview
16
16
years of professional experience
Work History
Business Operations Manager
Shifa Infotech Pvt. Ltd.
Ahmedabad
11.2016 - Current
- Analyzed operational data to identify areas for improvement and develop solutions.
- Ensured compliance with all relevant policies, regulations, and procedures.
- Provided guidance and support to employees in order to maximize performance and productivity.
- Developed and implemented effective strategies to improve operational efficiency.
- Managed the daily operations of the business, including staff scheduling and resource allocation.
- Worked closely with other departments to ensure smooth operations across the organization.
- Created reports on operational metrics for senior management review.
- Identified cost-saving opportunities throughout various processes and systems.
- Monitored customer feedback and took corrective action as necessary.
- Coordinated projects between teams to meet deadlines and achieve goals efficiently.
- Evaluated current business processes and developed plans for improvement.
- Conducted regular audits of operational activities to ensure accuracy.
- Established key performance indicators for measuring success.
- Maintained a comprehensive understanding of industry trends.
- Managed company operations, providing first-class customer service and cost-effective management of resources while promoting revenue, profitability and production growth.
- Oversaw company operations, customer service, resource management and profitability.
- Imparted leadership, direction and strategic planning for business unit operations.
Asst Manager - Customer Service
Videocon Telecom
Jalandhar
05.2015 - 11.2016
- Managing service operations to achieve business objectives and ensure performance of the team is meeting targets
- Spearheading operations for Punjab Videocon mobile customers with 3 team leaders, 3 shifts in charges and 102 customer service representatives
- Process was stabilized after 1 month from the process handover date
- Awarded as best customer care circle for HR practices for consecutive 6 months from July 2015 to December 2015
- Appreciated for correcting process hygiene issues, i.e., login hours, shift adherence, short call disconnections and shrinkage
- Constantly evaluate and assess the development of team members
- Enable retention and facilitate the reduction of attrition
- Handling consolidated MIS and presenting the same to the line manager/department heads, to ensure effective communication to the units about the performance derived and achievement of the targets
- Maintaining interaction with colleagues from other departments to ensure smooth business flow.
Executive - Customer Service (Vodafone UK)
Vodafone Services Private Limited
Ahmedabad
02.2013 - 05.2015
- Worked as subject matter expert who supports New Hired Trainees batches while they are interacting with customers on chat
- Solving their queries, coaching them to process requests and routing their complaints in the correct department so customers can get solutions to their problems
- Introduced a performance tracker that started giving Customer Experience Matrices scores to team leaders and managers on a real time basis so they can plan for further improvement in the experience of the customers
- Introduced real time login and CPH tracker that helped to get completed login hours of any representative on a real time basis
- This brought improvement in daily login hours on process level
- Awarded as best performer of the quarter (July 2013 to September 2013).
Assistant Manager Operations - Customer Service
Aegis Limited
Ahmedabad
01.2011 - 02.2013
- Leading teams to run successful process operations and developing procedures and policies for business excellence
- Managing customer relationships and achieving operational excellence through effective team management
- Participant of blank call reduction project and Average call handling time reduction project that were implemented in the process and have shown improvement in KPIs like repeat and Service Level% - Answered Level%
- Repeat call reduction project initiated for prepaid customers of Tata Docomo, Rajasthan circle that showed reduction in repeat calls by 6%
- Recognized for outstanding performance and lasting contribution to Tata Docomo process for the month of February 2012
- Awarded for least attrition across all call center circles from November 2011 to February 2012
- Responsibility was given to manage Tata Docomo post-paid process as process owner for Rest of Maharashtra, Mumbai, Rajasthan and Gujarat circles with customer care desk, Dealer helpline desk, escalation desk and customer call back desk with reporting of 7 team leaders
- Maintaining effective onsite client management and client relations
- Managed capacity planning, staffing forecast and administration of the operation floor
- Conducted reviews on a periodic basis with cross functions like training, quality, HR, WFM and IT
- Ensuring continuous improvement through Test Your Product for leadership and Lead by Example
- Executed stringent calibration exercise for the operations, quality and training team, thereby bringing about rigorous quality approach from all angles.
Team Leader - Customer Service
Aegis Limited - Tata Docomo Operations
Ahmedabad
01.2008 - 02.2011
- Team leader of 14-customer care representative on GPRS and Escalation desk of Madhya Pradesh and Chhattisgarh circle
- Responsible for smooth functioning of the team about planning, implementation, quality control and people management
- Regular interactions with clients regarding customer issue escalations
- Conceptualizing and implementing process policies and procedures to meet client defined deliverables
- Encouraging the concepts of coaching and mentoring to increase motivation levels within the team
- Conducting performance reviews of the team to provide them feedback on areas of improvement
- Managed dealer help desk of Madhya Pradesh and Chhattisgarh circle with reporting of 39-customer care representative and 1 - Assistant Team Leader
- Roster and manpower planning was also being managed to achieve Service Level% and Answer Level% of the process
- Managed training dashboard and interviews.
Education
Bachelor of Commerce -
Anand Commerce College
Skills
- Customer Service Delivery
- Client Management
- Performance Reviews
- Real Time Monitoring
- Strategic Planning
- Business Planning
- Strong analytical thinking
- Business Workflows
- Operations Management
- Motivational Leadership
Accomplishments
- Joined as customer service representative in Aegis Limited for Tata Docomo call center and left the job as Assistant Manager Operations after 6 years of Job that includes 3 promotions.
- Joined as customer service presentative at Vodafone Services Private Limited, handling customer queries and complaints on chat and left the job as Subject Matter Expert, supporting newly hired employees during their on-job training.
References
References available upon request.
Timeline
Business Operations Manager
Shifa Infotech Pvt. Ltd.
11.2016 - Current
Asst Manager - Customer Service
Videocon Telecom
05.2015 - 11.2016
Executive - Customer Service (Vodafone UK)
Vodafone Services Private Limited
02.2013 - 05.2015
Assistant Manager Operations - Customer Service
Aegis Limited
01.2011 - 02.2013
Team Leader - Customer Service
Aegis Limited - Tata Docomo Operations
01.2008 - 02.2011
Bachelor of Commerce -
Anand Commerce College
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