Hemraj Verma
Morinda
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. I am recognised for exemplary customer service and team collaboration.
Overview
17
17
years of professional experience
Work History
General Manager of Operations
KV Group
Mohali
02.2017 - Current
- Developed and implemented operational policies and procedures to improve efficiency.
- Created and managed annual operating budget for the department.
- Oversaw daily operations of multiple departments, ensuring compliance with established protocols.
- Coordinated with other departments to ensure successful delivery of services.
- Provided strategic direction to staff members in order to maximize productivity.
- Reviewed reports on operational performance metrics and identified areas of improvement.
- Established quality assurance processes to ensure customer satisfaction.
- Managed training programs for new employees, including orientation and onboarding activities.
- Monitored inventory levels, placing orders as necessary to maintain adequate supplies.
- Conducted regular meetings with department heads to review progress against goals and objectives.
- Assessed employee performance and provided feedback regarding areas of strength or improvement opportunities.
- Resolved escalated customer service issues in a timely manner.
- Analyzed data from surveys and focus groups to identify trends in customer feedback.
- Identified cost savings initiatives that could be implemented across all departments.
- Collaborated with marketing team to develop promotional campaigns for products or services.
- Implemented strategies for improving customer experience through enhanced product offerings or improved service delivery.
- Maintained up-to-date knowledge of relevant laws and regulations related to operations management.
- Negotiated contracts with vendors for goods or services needed by the organization.
- Evaluated current systems and processes and developed plans for updating them as needed.
- Established and maintained positive working relationships with community organizations, acting as corporate representative at meetings and events.
Senior Quality analyst/APM
Eclerx
04.2012 - 02.2017
- Developed and implemented quality assurance processes, procedures, and standards to ensure product quality.
- Conducted internal audits of production facilities to ensure compliance with safety regulations and industry standards.
- Reviewed customer feedback data to identify areas for improvement in product design and development.
- Monitored performance metrics to assess the effectiveness of quality control initiatives.
- Provided technical support to customers on issues related to product quality.
- Analyzed test results from various products and identified potential defects or weaknesses in quality standards.
- Managed a team of Quality Analysts and provided guidance on best practices for testing protocols.
- Performed root cause analysis of reported defects and developed corrective action plans accordingly.
- Collaborated with cross-functional teams such as Engineering, Product Development, and Operations to ensure product quality goals were met.
- Prepared reports summarizing quality inspection activities, results, trends, findings, conclusions, and recommendations.
Quality Analyst/Process Trainer
Intelenet Global service
12.2009 - 04.2012
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Conducted root cause analysis to investigate the source of problems in production process.
- Provided thorough documentation on all quality control activities and results.
- Ensured compliance with company standards, regulations and procedures related to quality control.
Sr. Executive and GPRS KNE
IBM Daksh
07.2007 - 12.2009
- Developed and implemented strategies to increase executive efficiency.
- Conducted research on industry trends, competitive landscapes, and customer needs.
- Organized and facilitated regular meetings with senior management teams.
- Analyzed financial data to identify areas of cost savings and revenue growth.
Education
Post Graduation Degree - Operations Management
PU
02-2021
Skills
- Operations Management
- Business Analysis
- Data Management
- Contract Administration
- Business Forecasting
- Data Analysis
- Administrative Management
- Revenue Generation
- Financial Oversight
- Cost Control
Contact Phone
(M) 9876242874
Accomplishments
- Platinum agent of the year 2008 in IBM Daksh.
- 24 time regularly got 100% score In 2008-09 in Punjab Prepaid (IBM DAKSH).
- Got Promotion as a KNE(Knowledge expert) in GPRS department.
- In 4.9 years experience with Eclerx I got 13 appreciation letter for best performances.
- In last 4.9 years I was the best agent in 5 Quarters.
- Got promoted as APM in October 2016
Current Location
Morinda, Punjab
Academics
- Graduation from Punjabi University Patiala.
- 10+2 from PSEB.
- 10th from PSEB.
- 6 Months diploma of basic computer application.
Current Job
KV marketing solution Zirakpur, Operation Manager Global
Date Of Birth
03/25/83
Job Profile
- For first 3.5 years did monitor calls related to billing, troubleshooting of cable, internet and phone
- Serving as a subject matter expert for billing and repair process
- Sharing feedback to Level 2 Qc team members to improve their auditing skills
- Handling NCO QC team of 15 team members as an APM
- Identify process and business opportunities we can flag to the client as “ Business insight”
- Conducting process calibration to keep the all process on same page
- Sharing the best practices of the agents to client
- Sharing the daily, weekly and monthly performance of the team
- In KVMS working as quality analyst to improve the sales of Moving and Packing process which is establish in Australia.
Personal Information
- Father's Name: Sh. Darshan Lal
- Mother's Name: Mrs Kamaljeet Kaur
- Date of Birth: 03/25/83
- Nationality: Indian
- Marital Status: Married
Timeline
General Manager of Operations
KV Group
02.2017 - Current
Senior Quality analyst/APM
Eclerx
04.2012 - 02.2017
Quality Analyst/Process Trainer
Intelenet Global service
12.2009 - 04.2012
Sr. Executive and GPRS KNE
IBM Daksh
07.2007 - 12.2009
Post Graduation Degree - Operations Management
PU
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