Hemant Soni
Gurugram
Summary
Dedicated Operations Manager dedicated to employing proven methods and cutting-edge technology to meet business performance expectations. Recognized for successful implementation of measures to cut costs, streamline operations and increase productivity. Detailed approach to maintaining high threshold for business operations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Manager of Operations
Alliance Assure Pvt Ltd.
Gurugram
05.2023 - Current
- Developed and implemented operational policies and procedures to ensure efficient business operations.
- Analyzed data to identify trends in customer service issues, financials, staffing needs., to make informed decisions regarding operations.
- Created and managed budgets for operational departments and monitored progress against goals.
- Negotiated contracts with vendors for services necessary for daily operations.
- Collaborated with other managers across the organization to develop strategies that support overall company objectives.
- Identified opportunities for process improvement initiatives through analysis of current processes and procedures.
- Managed day-to-day operations while ensuring high levels of customer satisfaction were met at all times.
- Ensured compliance with relevant laws, regulations, industry standards. related to the operation of the business.
- Prepared reports summarizing operational results against established goals and objectives.
- Scheduled meetings between internal teams and external stakeholders when necessary.
- Resolved conflicts among team members by mediating disputes and proposing solutions that both parties could agree upon.
- Hired and onboarded team members to meet immediate and expected demand.
- Engaged with existing and potential clients to gain insight into needs.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Assistant Manager - Operations
Allianz Partners India
Gurugram
12.2018 - 04.2023
- Developed and implemented inbound sales strategies to increase revenue.
- Monitored customer service levels, evaluated performance metrics and identified areas for improvement.
- Recruited, trained and managed a team of experienced inbound sales representatives.
- Established processes to ensure customers received timely responses to inquiries.
- Analyzed customer feedback surveys and provided recommendations on how to improve customer experience.
- Created reports on sales trends, customer preferences and competitor activities.
- Collaborated with marketing teams to create promotional campaigns that increased sales volume.
- Utilized CRM software to track leads, manage contacts and monitor progress of sales opportunities.
- Implemented initiatives designed to improve customer satisfaction scores across all channels.
- Coached team members on best practices for handling difficult conversations with customers.
- Provided training sessions for staff on product knowledge, upselling techniques, closing skills and more.
- Identified opportunities for cross-sells based on customers' past purchases or current interests.
- Generated weekly, monthly, quarterly reports detailing key performance indicators.
- Maintained accurate records of all roadside assistance requests and services provided.
Team Leader
Radical Minds Technologies
Gurugram
12.2017 - 12.2018
- Monitored daily sales performance and provided feedback to team members.
- Developed strategies to increase customer satisfaction and loyalty.
- Implemented effective lead generation techniques to drive new business opportunities.
- Developed customer service procedures, policies and standards.
- Managed customer relations by responding to inquiries and resolving complaints in a timely manner.
- Identified customer needs and developed strategies to meet those needs.
Team Leader US Health Care
Avantha Business Solutions Pvt Ltd
Gurugram
04.2014 - 09.2017
- Reviewed patient medical records for accuracy, completeness and compliance with federal regulations.
- Conducted quality assurance reviews to ensure that documentation meets the standards set by the organization.
- Documented findings from medical record reviews in accordance with established policies and procedures.
- Assisted in developing training materials for staff members involved in the review of medical records.
- Evaluated medical documents for clarity, completeness, accuracy, appropriateness and timeliness of content.
- Verified that all required elements are present within each document reviewed.
Education
Bachelor of Arts - Political Communication
Maharishi Dayanand University
Rohtak (Haryana)04.2008
Skills
- Cost Control
- Employee Development
- Data Management
- Customer Service Management
- Department Oversight
- Revenue Generation
- Resource Allocation
- Administrative Management
- Customer Retention
- Data Analysis
- Performance Improvement
- Sales Tracking
- Process Improvements
- Cross-Functional Team Management
- Staff Scheduling
- Sales Coaching
- Staff Management
- Systems Implementation
- Staff Hiring
- Management Team Building
- Customer Service
- Revenue Growth
- Recruitment
- Presentation Development and Delivery
- Verbal and Written Communication
- Sales Oversight
- Business Management
Affiliations
- Took Part is various linkedin learning programs like target settings and team building activities.
Accomplishments
- Star of the Year Award - Awarded as Star of the year award in the Year 2020 for exceptional team handling and business revenue growth.
- Awarded with highest award of the organization in the year 2022 for excepation operational activities and growing revnue to 6.5 CR from 3.2 CR.
Certification
- IRDA Certified corporate agent.
Languages
Hindi
First Language
English
Proficient (C2)
C2
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Manager of Operations
Alliance Assure Pvt Ltd.
05.2023 - Current
Assistant Manager - Operations
Allianz Partners India
12.2018 - 04.2023
Team Leader
Radical Minds Technologies
12.2017 - 12.2018
Team Leader US Health Care
Avantha Business Solutions Pvt Ltd
04.2014 - 09.2017
Bachelor of Arts - Political Communication
Maharishi Dayanand University
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