Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Gurvinder Virdi

Operations Manager
Hyderabad

Summary

A dynamic and goal-oriented professional with 14 years of experience, including 11 years in managing Customer Service operations (both International Voice and Non-Voice). Demonstrated success in developing and executing innovative processes, leading to strategic victories and systemic enhancements. Acknowledged for dedication to surpassing customer expectations, implementing performance enhancements, and overcoming obstacles to propel business growth. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

17
17
years of professional experience
4
4
Certifications

Work History

Group Manager

Amazon
8 2020 - Current
  • Leadership role, handling a team of 6-8 team managers and 120-150 CSAs / Operators / FTE’s; Responsible for overall performance and operational delivery, which requires working with support functions such as Workflow (Staffing), Quality Assurance, Capacity Planning, Training, and Data Analyst, HR etc.
  • Championed the culture of continuous improvement within the department, encouraging innovation and creative problem-solving among staff members.
  • Enhanced team productivity by implementing efficient workflow processes and prioritizing tasks.
  • Attended staff development meetings and workshops and applied information from those events into daily activities.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Delegated tasks strategically and monitored progress for timely completion.
  • Identified areas of improvement through regular performance reviews, providing constructive feedback and coaching for team members.
  • Improved team morale and retention through recognition and reward programs.
  • Implemented training programs to improve staff skillsets, enhancing overall productivity and job satisfaction.
  • Prepared, calibrated, and monitored production levels to achieve targets.
  • Defined clear targets and objectives and communicated to other team members.

Manager

Amazon
03.2017 - 08.2020
  • Manages team size of 25 to 50 Associates / Operators / FTE’s in International Voice/Non-Voice Mediums
  • Executes plans for team to perform their day to day tasks.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Managed and motivated employees to be productive and engaged in work.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Cross-trained existing employees to maximize team agility and performance.

Assistant Manager

Genpact
06.2007 - 05.2017
  • Team Handling – Managed team of 100 Members including four team leads
  • Proficient in SLA management, Client Relationship management and stake holder management
  • Driven performance of International Voice/ Non-Voice mediums.

Education

Bachelor in Computer Applications -

Mysore University

Skills

  • Program Management

  • Operations Management

  • People Management

  • Quality Improvement Leadership

  • Stakeholder Management

  • Change Management

  • Self-motivated with the ability to drive projects and adhere to timeliness

  • Solution seeker, Use root cause analysis and looking for long term solutions

  • Personnel management abilities include driving, leading, coaching, and motivating teams

  • Onboarding and Orientation

  • Performance Evaluation

  • Performance monitoring

  • Decision-Making

  • Performance Evaluations

  • Time management abilities

  • Documentation And Reporting

  • Project Planning

  • Managing Operations and Efficiency

  • Positive Attitude

  • Performance Improvement

Certification

Lean trained. Tested and certified.

Timeline

Manager

Amazon
03.2017 - 08.2020

Assistant Manager

Genpact
06.2007 - 05.2017

Group Manager

Amazon
8 2020 - Current

Bachelor in Computer Applications -

Mysore University

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Gurvinder VirdiOperations Manager