Gaurav Chopra
Ghaziabad
Summary
Ambitious Operations Manager directs initiatives that optimise Revenue Management and Fiscal Oversight. Champions Change Management, leading cross-functional teams to exceed Sales Targets through innovative reporting and coaching. Advocates for Technical Proficiency, mentoring staff in Advanced Data Analysis techniques.
Overview
20
20
years of professional experience
Work History
Sr. Manager Operations & Examinations
International College of Financial Planning
01.2017 - Current
Key Career Achievements.
- Operational Transformation: Orchestrated a digital migration of the Student Information System, reducing manual data entry errors by 30%, and improving the turnaround time for academic transcripts.
- Fiscal Optimisation: Architected a 4-tier cash flow reporting framework that identified 15% in annual leakage through better categorisation of investments, and operational expenses.
- Examination Excellence: Successfully managed the end-to-end examination lifecycle for over [Insert Number] students, achieving 100% on-time publication of results for five or more consecutive years.
- Strategic Compliance: Led the institutional readiness programme for statutory audits, ensuring zero non-compliance findings across estate management, and legal documentation.
- Revenue Management: Streamlined the fee collection process by implementing an automated tracking system, resulting in a 12% increase in on-time payments within the first year.
- Change Management: Directed a cross-functional team of over 120 counsellors and 6 team leaders, achieving a record-breaking sales target within a single quarter through revised MIS reporting and performance coaching.
- Technical Advocacy: Voluntarily launched an 'Excel for Professionals' workshop series, mentoring over [Insert Number] students and staff members in advanced data modelling and reporting.
- Directed operational strategy and innovation, significantly increasing efficiency and reducing costs across all departments.
- Hired, trained and supervised staff to meet objectives, comply with management systems and perform best practices.
- Facilitated professional development programmes for staff, enhancing skills and promoting career progression.
Manager Operations
Eduwizards Info Solutions Pvt. Ltd.
11.2013 - 12.2016
- Responsible for achieving fortnightly and monthly Sales Target with the help of Sales Team.
- Handling a Team of 6 Team Leaders and 3 QA's along with strength of 120 Educations Counselors.
- Monitoring the day-to-day commercial performance of each account within a portfolio.
- Providing detailed information and reports to the directors of the company as and when required.
- Check and identify accounts that are likely to become a bad debt or “zero balance” account.
- Keeping up to date with market developments and what competitors are doing. Conduct reviews on accounts on a regular basis to evaluate client's demands & usage of their account.
- Assisting with the preparation of contractual agreements and ensuring that these are fully adhered to.
- Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.
- Play a significant role in long-term planning, including an initiative geared toward operational excellence.
- Supervise and coach Team Leaders, Quality Analysts & Trainers on a weekly basis.
- Develops MIS documentation to allow for smooth operations and easy system maintenance.
- Provide recommendations to update current MIS to improve reporting efficiency and consistency.
- Participate in cross-functional meetings to resolve recurring client issues.
Sr. Team Leader
Virti Infocom Pvt. Ltd.
09.2010 - 10.2013
- Supervise the safe use of the system by the various operators, with respect of the procedures of your company and per the accounting rules and principles.
- Edit and print frequently the appropriate management reports while checking and inspecting the results; the reports programmed on a daily, weekly or monthly basis and distributed the concerned departments.
- To submit on regular basis a set of reports to the management and head of departments (Weekly, Monthly, quarterly…); while checking and auditing the results.
- Finally: Make sure adequate backups are done properly and regularly require a monthly backup from the branches data to be stored in the head office server for financial consolidation purposes and part of the end of month reports that need to be audited and controlled.
- Looking after the team of 9 education counselors, responsible for their performance.
- Taking training for floor and field persons for Online, offline test series and Tablet (Digital course).
Sr. Team Leader
Spice BPO Services
10.2008 - 08.2010
- Handling Team of new ATL's (Asst Team Leader) and also team of 15 – 20 CSAs.
- Take care of the Team's Productivity & Quality.
- Take the One-on-One session with Team at the end of the week and give the weekly feedback on Performance.
- Call Monitoring and CRM Errors auditing of the Agent.
- Responsible for handling Breaks and RTA.
Quality Specialist
Aegis BPO
02.2007 - 09.2008
- Monitoring the Calls and giving the feedback.
- Responsible for performance of 90 CCE.
- Generating the Reports on Daily/Weekly/monthly basis related to Process.
- Taking regular Shift Briefing/Debriefing for the regarding new updates.
- Giving training of Quality Parameter Sheet to new CSAs.
- Reviews with clients (External) / Internal Reviews.
- Calibration with Operation and Client.
- Taking Certifications of new CCEs.
- Also Took 4 Training batches for the UP-WEST Process.
- Noida
Customer Care Executive
Orion Dialog
02.2006 - 01.2007
- Outbound calls in AIRTEL process.
- Responsible to close the tickets for AIRTEL Postpaid customers.
- Company was taken care by ESSAR GROUP
Education
B.A -
01.2005
12th Passed -
CBSE Board
01.2002
10th Passed -
CBSE Board
01.2000
Skills
- Operations management
- Academic administration
- Student support and mentoring
- Customer needs assessment
- Staff performance tracking
- Operational transformation
- Fiscal optimisation
- Strategic compliance
- Revenue management
- Data analysis
- Process improvement
- Effective communication
- Team motivation
- Positive learning environment
- Staff utilization optimization
- Organizational values promotion
- Delegation skills
- Microsoft Office expertise (Word, Excel, PowerPoint)
- Process improvement strategies
- Budget administration and oversight
- Organizational improvement initiatives
- Strategic planning skills
- Project management proficiency
- Data analysis capabilities
- Regulatory compliance knowledge
- Database management expertise
- Academic coordination skills
- Student administration processes
- Documentation and reporting
Languages
English
Hindi
Punjabi
Disclaimer
I hereby declare that the above information is true to the best of my knowledge and belief. Regards, Gaurav Chopra
Timeline
Sr. Manager Operations & Examinations
International College of Financial Planning
01.2017 - Current
Manager Operations
Eduwizards Info Solutions Pvt. Ltd.
11.2013 - 12.2016
Sr. Team Leader
Virti Infocom Pvt. Ltd.
09.2010 - 10.2013
Sr. Team Leader
Spice BPO Services
10.2008 - 08.2010
Quality Specialist
Aegis BPO
02.2007 - 09.2008
Customer Care Executive
Orion Dialog
02.2006 - 01.2007
B.A -
12th Passed -
CBSE Board
10th Passed -
CBSE Board