Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Timeline
Generic
Dhananjay Sankpal

Dhananjay Sankpal

Pune

Summary

Dynamic Operations Manager with a proven track record at Cohesity, driving operational efficiency and enhancing customer satisfaction. Expert in financial management and compliance auditing, I successfully led diverse teams to optimize processes and achieve business goals. Adept at fostering collaboration and developing talent, I consistently elevate performance and deliver impactful results.

Overview

19
19
years of professional experience

Work History

Operations Manager

Cohesity (Formerly Veritas)
Pune
07.2019 - Current
  • Leading three departments—Customer Care, Command Center, and Voice of Customer (Escalations)—to optimize operations.
    Enhanced overall customer experience by driving efficiency across departments.
    Managed two teams located in Heathrow and Dublin, promoting collaboration.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Developed training programs to enhance employee skills and performance.
  • Managed scheduling, training and inventory control.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
  • Leading Pune CSR team to organize multiple local events benefiting the society.

Assistant Operations Manager

Mphasis
Pune
04.2014 - 07.2019
  • Directed IT service desk operations for Fortune 100 clients, ensuring seamless service delivery. Led a team of over 60 professionals in providing L1 and L2 technical support.
  • Managed overall financials, encompassing P&L responsibilities for the business. Elevated revenue quality through targeted account-farming initiatives and efficient budget distribution. Evaluated fiscal strategies to ensure alignment with business goals, and maximize returns.
  • Executed comprehensive ISO, ISMS, and BCMS audits, maintaining compliance for the Bristol Myers-Squibb project.
  • Designed balanced scorecards for agents and frontline leaders to enhance performance metrics.
    Reviewed performance data, providing feedback to develop competencies and improve proficiency levels.
    Facilitated career progression and succession planning initiatives aligned with organizational goals.

Team Leader

TechM Business Services Limited
Pune
04.2008 - 03.2014
  • Monitored team performance and provided constructive feedback regularly.
  • Collaborated with management to align team goals with company objectives.
  • Trained new staff on company policies and operational procedures.
  • Monitor real-time adherence.
  • Leading initiatives for process optimization and redesigning of systems to maximize efficiency and productivity.

Customer Service Representative

VCustomer
Pune
10.2006 - 03.2008
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Assisted customers with inquiries and product information via phone and email.
  • Oversee installation & deliver comprehensive technical support for LINKSYS routers

Education

MBA - Human Resources Management

Sinhgad College of Management
Pune
04-2013

Bachelor of Commerce - Banking And Finance

Pune University
Pune
10-2009

Secondary School Certificate -

Don Bosco High School
Pune
03-2003

Skills

  • Customer relationship management
  • Process automation
  • Financial management
  • Operational efficiency
  • Project management
  • Compliance auditing

Affiliations

Passionate about social responsibility & firmly committed to giving back to society and supporting underprivileged communities

Accomplishments

  • Lowest Attrition award - 0 attrition for 12 months (Mphasis)
  • Achieved the 'Dream Team Award' for consistent performance of six months (TechM)

Timeline

Operations Manager

Cohesity (Formerly Veritas)
07.2019 - Current

Assistant Operations Manager

Mphasis
04.2014 - 07.2019

Team Leader

TechM Business Services Limited
04.2008 - 03.2014

Customer Service Representative

VCustomer
10.2006 - 03.2008

MBA - Human Resources Management

Sinhgad College of Management

Bachelor of Commerce - Banking And Finance

Pune University

Secondary School Certificate -

Don Bosco High School

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Dhananjay Sankpal