Gilbert K. Saji
Pune
Summary
Operations Team Leader with 2 years of experience driving team performance with proven expertise in training and mentoring staff, dispute resolution, and managing multiple priorities in fast-paced environments. Skilled in planning and executing pilot projects to ensure smooth transitions and successful implementation of process improvements. With a foundation in mechanical engineering, design, procurement, and project management. An adaptable leader committed to advancing business objectives and delivering sustainable operational outcomes.
Overview
2026
2026
years of professional experience
2
2
Certifications
Work History
GBS Operations Team Lead -
UPS
Pune
04.2024 - Current
- Acquired hands-on experience across three distinct customer service processes: US UNI Email, US UNI Voice (Pilot Process), and US PCA Process.
- Actively monitored and managed team SLA, and performance reports to evaluate and enhance key performance indicators (KPIs).
- Successfully completed the UPS Instructors Training Evaluation with a score of 98%, conducted by the GBS Training & Development Department, earning certification as an official trainer.
- Oversaw the training and setup of the Pilot US UNI Voice Process for the peak season, ensuring a seamless and effective transition.
- Monitored daily operations and evaluated performance of staff, providing feedback and coaching as needed.
- Collaborated with management to improve operational strategies and practices.
- Collaborated closely with cross-functional teams such as marketing, sales, finance and IT to ensure successful delivery of services.
F&A Senior Officer -
UPS
Pune
02.2022 - 04.2024
- Successfully fulfilled my role in 2 teams: US Small Package and US GFF Collections Team.
- Accountability and ownership of 85 to 100 strategic accounts for GFF (SCS), with a total AR of $3M.
- Maintained rapport with clients and internal departments for timely payments and dispute resolution.
- Maintained process accuracy of approximate 100%.
- Attained strong performance in most of my KPI parameters.
- Received R&R (Spark of Brilliance) for Performance and Professionalism.
Internship - Mechanical Engineering,
JNPA
Navi Mumbai
- Supported the Superintendent in project scheduling, planning, and execution to ensure timely completion of operational objectives.
- Assisted in Procurement or S2P initiatives involving new product sourcing and maintenance of machinery and components, ensuring alignment with operational and procurement standards.
- Coordinated and monitored daily operational activities and tracked progress.
Education
Bachelor of Engineering - Mechanical Engineering
Fr. Conceicao Rodrigues Institute of Technology
Navi Mumbai06-2021
Skills
- Team leadership
- Dispute resolution
- Trainer or coach
- Effective communication
- Analytical thinking and problem-solving aptitude
- Project management
- Adaptability and flexibility
- Cross-functional collaboration
- Multitasking capacity
- Performance monitoring
Certification
Master Diploma in Product Design and Analysis - CADD Centre - March 2019
Timeline
GBS Operations Team Lead -
UPS
04.2024 - Current
F&A Senior Officer -
UPS
02.2022 - 04.2024
Internship - Mechanical Engineering,
JNPA
Bachelor of Engineering - Mechanical Engineering
Fr. Conceicao Rodrigues Institute of Technology