DINESH KUMAR
Assistant Operations Manager
Indore,MP
Summary
Experienced with Omni channel customer service experience in Ecommerce, Food Delivery, transaction processing and content management. Solid exposure in Voice, Chat, Email and Transaction processing for top US/ Domestic Clients. Always sets very high standard, and make team strive to achieve this by providing continuous training, appreciation, praise and required help.
Overview
10
10
years of professional experience
Work History
Assistant Manager Operations
Globiva Pvt Ltd
Kolkata, WB
12.2021 - Current
- Managing 150+ employees along with Supervisors and other support staffs
- Committed to build work environment where team are engaged, and operational delivery is met
- Prepared and presented LOB data in Client/ Management review
- Ensured team is available to take chats as per their schedule
- Also ensured pre-shifts are conducted virtually for entire span
- Responsible for training and mentoring team, project delivery, customer satisfaction, continuous improvement, issue resolution, people management and cross team collaboration
- Planning, Organizing and Executing Performance Improvement Plans for Bottom performers
- Improved customer satisfaction scores through continuous recognition, praise and aggressive goal settings.
- Developed and maintain operational guidelines for staff.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
Assistant Manager Operations
Startek
02.2020 - 12.2021
- Lead a team of 125+ associates and 5 team leaders
- Managed premium ecommerce customer service process
- Drove operational improvements which resulted in savings and improved profit margins by effective people management
- Emphasis to shrinkage and scheduled adherence to make people available as scheduled
- Spearheaded daily team meetings to identify improvement strategies, discuss updates & facilitate open communication
- Set aggressive targets for employees to drive company success and strengthen motivation.
Sr. Team Leader
Xerox Conduent
01.2017 - 02.2020
- Lead multiple teams with 50+ associates and quality auditors
- Managed premium US H&B business for MMC
- Processed retirement documents for 105 top US clients
- Super headed the process in exceeding production, efficiency and quality targets for the entire tenure
- Apprising team members and setting targets to help them develop greater responsibilities
- Handling Training and Certification process for new hires as per client directives.
Assistant Manager Operations
Teleperformance
08.2015 - 01.2017
- Managed premium business for Xiaomi Mobile and responsible for CHAT and Email LOBs for USA, Europe and India Operations
- Ensuring that the Service Levels, Performance & Efficiency matrix expected from the clients were met
- Minimizing process revenue leakages (Shrinkage, Attrition, Penalty etc.)
- Achieving KPIs and SLAs through continuous monitoring and corrective action
- Identifying and working upon the action plan to improve C-sat scores
- Responsible for WFM coordination (Handover, Mapping, Roistering etc.)
Sr. Ecommerce Executive
DeemEdge Technology
08.2013 - 08.2015
- Managed a team of 5 Associate web designers and managed end to end operations form Sales, Marketing, Designing and content creation and post-sale support for website.
Education
Bachelor of Arts - Journalism & Mass Communication
NOU
Skills
Operations Management
Team Leadership
SLA Management
Client Management
Quality Management
Data Analysis
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Assistant Manager Operations
Globiva Pvt Ltd
12.2021 - Current
Assistant Manager Operations
Startek
02.2020 - 12.2021
Sr. Team Leader
Xerox Conduent
01.2017 - 02.2020
Assistant Manager Operations
Teleperformance
08.2015 - 01.2017
Sr. Ecommerce Executive
DeemEdge Technology
08.2013 - 08.2015
Bachelor of Arts - Journalism & Mass Communication
NOU