Gobinda Khanal
Bengaluru
Summary
Goal-oriented team manager commended for first-rate leadership, communication and multitasking abilities. Well-versed in implementing team objectives and goals and mediating interpersonal issues. Offering several years of hands-on experience overseeing daily operations and guiding team members toward achieving goals.
Overview
16
16
years of professional experience
6
6
Certifications
Work History
Team Manager
iOPEX Technologies Pvt Ltd
Bangalore
01.2022 - Current
- Managed daily operations, including scheduling, task assignment, and attendance tracking.
- Analyzed performance data to identify improvement areas and growth opportunities.
- Developed training materials to enhance team skills and knowledge.
- Facilitated meetings to discuss project updates and resolve challenges.
- Provided regular feedback and coaching to motivate team members towards performance goals.
- Implemented process improvements to streamline workflows and reduce costs.
- Ensured compliance with company policies and ethical workplace culture.
- Prepared reports on staff performance metrics for senior management review.
Assistant Manager of Operations
Concentrix India PVT LTD
Vishakhapatnam
09.2018 - 01.2022
- Managed daily operations, ensuring efficiency and compliance with company standards.
- Developed and implemented process improvements to streamline workflows and minimize delays.
- Facilitated team meetings to address operational challenges and promote best practices.
- Coached employees to collaborate effectively in achieving service objectives.
- Monitored performance metrics to ensure adherence to quality control standards.
- Reviewed employee performance, providing constructive feedback for continuous improvement.
- Analyzed operational data to identify cost-saving opportunities and enhance performance.
- Trained new hires on company policies, fostering a culture of knowledge sharing.
Quality Analyst
Concentrix India PVT LTD
Gurgaon
01.2015 - 09.2018
- Conducted root cause analysis to identify issues in production processes.
- Implemented corrective actions to enhance overall product quality.
- Reviewed customer feedback to propose service delivery improvements.
- Facilitated training sessions on quality assurance protocols for new staff.
- Trained personnel on effective use of tools and software for quality assurance.
- Analyzed quality metrics to uncover trends and optimize processes.
- Participated in initiatives aimed at improving workflows and efficiency.
- Facilitated calibration sessions to ensure alignment with quality standards.
Customer Service Representative
Concentrix India PVT LTD
Gurgaon
07.2011 - 01.2015
- Addressed inquiries regarding products, promotions, refunds, returns, and product defects.
- Ensured exceptional quality standards to maintain high levels of customer satisfaction.
- Resolved product-related issues swiftly to enhance customer experience.
Customer Service Representative
Sparsh BPO
Gurgaon
04.2010 - 06.2011
- Resolved complex customer banking issues within PNB process to enhance service delivery.
- Ensured accurate account support, achieving high levels of customer satisfaction.
- Transitioned to RBS Collections process, recovering outstanding dues through strategic negotiation and engagement.
Education
Bachelor of Arts - Arts
Tezpur Colledge
Tezpur, Assam07-2006
Skills
- Team leadership and development
- Performance management
- Process optimization
- Data analysis
- Employee engagement
- Conflict resolution
- Effective communication
- Problem solving
- Change management
- Customer focus
- Adaptability
- Attention to detail
- Analytical thinking
- Active listening
- Team collaboration
- Interpersonal skills
Certification
PMP Training certification
Technical Skills
- Genesys Clouds
- Tableau
- Microsoft suits
- Salesforce
- Power BI
Domains
- Retails/Ecommerce
- Transport
- Banking
- Computer Networking/Cyber Security
Timeline
Team Manager
iOPEX Technologies Pvt Ltd
01.2022 - Current
Assistant Manager of Operations
Concentrix India PVT LTD
09.2018 - 01.2022
Quality Analyst
Concentrix India PVT LTD
01.2015 - 09.2018
Customer Service Representative
Concentrix India PVT LTD
07.2011 - 01.2015
Customer Service Representative
Sparsh BPO
04.2010 - 06.2011
Bachelor of Arts - Arts
Tezpur Colledge