Summary
Overview
Work History
Education
Skills
Timeline
Generic
GOPAL SINGH SHEKHAWAT

GOPAL SINGH SHEKHAWAT

Ghaziabad+Dadri,UP

Summary

Results-driven Assistant Manager (Operations) with over 10 years in team leadership and operational excellence in BPO environments. Expertise in managing large teams, enhancing CSAT, FCR, and AHT metrics, while effectively reducing attrition through targeted coaching and performance management. Proficient in Workforce Management coordination, escalation management, compliance adherence, and process optimization.

Overview

14
14
years of professional experience

Work History

Assistant Manager - Operations

Concentrix
04.2025 - Current
  • Managed operations for a 25-member team, consistently meeting SLA and CSAT goals.
  • Reduced shrinkage to 5% and achieved 90% attendance compliance through proactive planning.
  • Enhanced AHT by delivering targeted coaching based on call driver analysis.
  • Conducted performance reviews and corrective actions, ensuring team alignment with objectives.
  • Collaborated with WFM, HR, and Transport to resolve escalations and maintain daily operations.

Customer Service Team Lead

NewAge Products
07.2020 - 03.2025
  • Led multi-channel support operations achieving 95%+ CSAT.
  • Improved service efficiency by 20% through KPI tracking and coaching.
  • Reduced attrition by 15% via engagement and adherence initiatives.
  • Managed presidential-level escalations and end-to-end order lifecycle with 99.9% accuracy.

Case Manager

Tata Consultancy Services
08.2016 - 06.2020
  • Ensured 99% on-time service delivery by coordinating customers, technicians, and internal teams.
  • Mentored new hires and supported leadership responsibilities as acting Line Manager.
  • Improved inter-department turnaround time by 30% through workflow optimization.

AML Analyst

HSBC
07.2011 - 07.2016
  • Enhanced compliance adherence by conducting AML/CFT risk assessments and monitoring transactions.
  • Supported regulatory investigations through timely submission of Suspicious Activity Reports (SARs).
  • Identified potential money laundering by analyzing customer transaction patterns thoroughly.
  • Improved AML compliance processes by collaborating with cross-functional teams for reporting accuracy.

Education

Bachelor of Business Administration - Retailing

Jaipur National University
Jaipur, India
01.2022

Skills

  • Operations Management
  • Team Leadership
  • SLA
  • CSAT
  • FCR
  • AHT
  • Workforce Management (WFM)
  • Escalation Management
  • Performance Management
  • Attrition Control

Timeline

Assistant Manager - Operations

Concentrix
04.2025 - Current

Customer Service Team Lead

NewAge Products
07.2020 - 03.2025

Case Manager

Tata Consultancy Services
08.2016 - 06.2020

AML Analyst

HSBC
07.2011 - 07.2016

Bachelor of Business Administration - Retailing

Jaipur National University
GOPAL SINGH SHEKHAWAT