Devraj Pandey
Head Of Operations
Gurgaon,HR
Summary
Ambitious Head of Operations with excellent People and client Management skills. Highly effective at promoting positive relationships and building capable teams. Track record of improving overall operations, reducing overhead and increasing corporate value.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Head of Operations
Webhelp India Pvt Ltd
Gurgaon , Haryana
2021.07 - Current
- Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Increased sales by by establishing goals, overseeing performance and mentoring staff.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Managed daily operations of organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
- Assisted recruiting, hiring and training functions
- Strategically managed resources, milestones and budgets, saving in expenses.
- Supervised daily operations of multi-million dollar operation.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Managed 1200 team members across 3 departments, resulting in increase in annual revenue.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Coordinated leadership workshops to educate team members on best practices to optimize productivity.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Interviewed and hired strong candidates for team openings, using newspapers, job boards and social media to find applicants.
- Achieved financial objectives by preparing annual budgets, scheduling expenditures, analyzing variances and initiating corrective actions.
- Communicated with managers of other departments to maintain transparency.
- Created and implemented aggressive action plan to address pressing cost control needs.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
Senior Operations Manager
Webhelp India Pvt Ltd
Gurgaon , Haryana
2020.07 - 2021.07
- Managed employee-related issues encompassing labor, turnover and diversity.
- Provided leadership for continual management and employee training initiatives.
- Promoted use of multichannel communication strategies, automated chat and social messaging.
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
- Reduced operational risks while organizing data to forecast performance trends.
- Trained new employees on proper protocols and customer service standards.
- Strategically managed resources, milestones and budgets, saving $ in expenses.
- Served instrumental role in organizational transformation and implementation and participated in successful large-scale corporate restructurings.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Monitored over 700 employees' day-to-day activities and made plans to rectify issues.
- Eased team transitions and new employee orientation through effective training and development.
- Managed daily operations of organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Upheld great standards of leadership for employees, consistently leading by example for best-in-class work.
- Supervised daily operations of multi-million dollar operation.
Operations Manager
Webhelp India Pvt Ltd
Gurgaon , Haryana
2019.07 - 2020.06
- Devised processes to boost long-term business success and increase profit levels.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Mitigated business risks by working closely with staff members and assessing performance.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Eased team transitions and new employee orientation through effective training and development.
- Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Directed strategic workforce planning, performance management, and benefits administration.
- Provided exceptional customer service to customers, increasing customer CSAT Scores.
Operations Manager
Concentrix Business Services Pvt ltd
Gurgaon , Haryana
2017.04 - 2019.06
- Devised processes to boost long-term business success and increase profit levels.
- Reduced operational risks while organizing data to forecast performance trends.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Built loyal account base and long-term business relationships with retails accounts.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Promoted positive customer experience through day-to-day supervision and management.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
Deputy Manager of Operations
Concentrix Business Services Pvt ltd
Gurgaon , Haryana
2015.05 - 2017.12
- Advanced productivity KPIs by leading trainings on procedures and practices
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Reported issues to higher management with great detail.
- End to end Ownership of Team Leader’s
- Involved in Planning Vs execution for driving service level with sufficient buffers
- Scheduling and Staffing
- Run BQ management & outliers.
- Team performance metric delivery
- Groom second line within team to ensure contingency planning is in place
- Timely Closure of One O One ,ILC and Attendance of team Members
- Prepare career path for all team members & drive them towards success
- Work with Quality team in improving quality, NPS, Customer resolution & AHT (average handling time) for the bottom quartile agent
- Identifying updates from the Client& imparting them in the Team practices
- Monitored over 50 employees' day-to-day activities and made plans to rectify issues
Team Leader - CRM Operations
Concentrix Business Services Pvt Ltd
Gurgaon , Haryana
2012.12 - 2015.04
- Use gamification, empowerment, trust and other strategies as appropriate to develop and motivate team members
- Develop multifaceted rewards system that makes team members excited to show up to work every day and do their best
- Supervise telecommuting pilot project and report on its feasibility
- Teach and train team members on various customer service strategies
- Communicate expectations, assignments and responsibilities clearly and professionally
- Undertake ongoing customer service work to better understand demands, positives and pain points of job
- Managing Below mentioned KPI's at Team Level
Customer Service Associate
Concentrix Business Services pvt ltd
Gurgaon , Haryana
2008.10 - 2012.12
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Offered basic technical support for clients on wide range of company products.
- Resolved concerns with products or services to help with retention and drive sales.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Informed customers about special promotions and provided detailed information for various products.
- Responded to customer requests for products, services and company information.
Education
Bachelor of Science - Science Education
Bundelkhand University
Jhansi 2004.05 - 2007.05
Skills
Business operations proficiency
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Head of Operations
Webhelp India Pvt Ltd
2021.07 - Current
Senior Operations Manager
Webhelp India Pvt Ltd
2020.07 - 2021.07
Operations Manager
Webhelp India Pvt Ltd
2019.07 - 2020.06
Operations Manager
Concentrix Business Services Pvt ltd
2017.04 - 2019.06
Deputy Manager of Operations
Concentrix Business Services Pvt ltd
2015.05 - 2017.12
Team Leader - CRM Operations
Concentrix Business Services Pvt Ltd
2012.12 - 2015.04
Customer Service Associate
Concentrix Business Services pvt ltd
2008.10 - 2012.12
Bachelor of Science - Science Education
Bundelkhand University
2004.05 - 2007.05
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