Himanshu Chaurasia
Assistant Manager Operations
Lucknow
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
9
9
years of professional experience
2
2
Languages
Work History
Assistant Manager
Genpact
05.2024 - Current
- Leading a team of 100+ folks along with 5 team leaders.
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Coordinated with other departments to improve overall company efficiency and effectiveness.
- Coordinated with General Manager in different operational issues and promotional activities.
- Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.
- Streamlined operations by implementing efficient workflow processes and procedures.
- Conducted regular staff meetings to foster open communication, teamwork, and feedback exchange among team members.
- Evaluated employee performance regularly, offering constructive feedback while recognizing outstanding achievements as appropriate.
- Contributed to long-term strategic planning, helping shape organizational goals and objectives through thorough analysis of past performance data.
- Assisted in budget planning and tracking, ensuring financial targets were met or exceeded.
- Reduced operational risks while organizing data to forecast performance trends.
Assistant Manager Operations
WNS Global Services
11.2022 - 04.2024
- Leading a team of 80+ folks who are supporting one of the largest parking business in Canada.
- Expertise in managing Payments/Billings/Business & Individual Account.
- Successful transition of second project as a Manager.
- Ensure team meets its KPIs & KRAs and gives the best customer experience with the best available resources.
- Business improvement through continuous insight generation.
- SLA and Answer level management.
- Working on gap areas and driving productivity improvements on Login hrs and AVG daily performance.
- Need to ensure cross skilling is in place for resources to deal with the future needs/challenges.
- Responsible for team engagement, positive work environment and customer satisfaction through our best service delivery.
- Team engagement/performance management and driving the right approach in teams towards operational goals.
- Maintaining Daily and Weekly Team Dashboards and Quartile performance view to drive results.
- Arranging Continuous Improvement requirements for the team through Continuous development ideas.
Sr. SME Operations (Team Leader)
Concentrix India Pvt LTD
05.2021 - 10.2022
- Team management.
- Handling a span of 25-30 Advisors.
- Performance management and driving continuous improvements.
- NPS /CSAT management at team level.
- Business improvement through continuous insight generation.
- SLA and Answer level management.
- Working on gap areas and driving productivity improvements on Login hrs and AVG daily performance.
- Coaching /Mentoring BQ and Nesting advisors.
- Handling Manager Escalations.
- Driving End to End Ownership and Result oriented approach at individual and team level.
- Maintaining Daily and Weekly Team Dashboards and Quartile performance view to drive results.
Business Development Associate
Urban Clap Technologies India PVT LTD
08.2020 - 05.2021
- Team Management.
- Onboarding of New Professionals through Telephonic or Zoom call Interview.
- Maintaining the demand and supply of various categories.
- Business improvement through insight generation.
- Maintaining Daily and Weekly dashboards in order to view the agent performance.
- Perform competitive analysis in order to meet City hiring targets.
Senior Customer Support Associate
Urban Clap Technologies India PVT LTD
09.2018 - 07.2020
- Team management.
- Performance management and driving continuous improvements.
- NPS /CSAT management at team level.
- SME and Floor Support.
- Business improvement through continuous insight generation.
- SLA and Answer level management.
- Working on gap areas and driving productivity improvements on Login hours and AVG daily performance.
- Coaching /Mentoring BQ and Nesting advisors.
- Handling Pre Service complaints team and driving recovery and retention.
- Driving End to End Ownership and Result oriented approach at individual and team level.
- Maintaining Daily and Weekly Team Dashboards and Quartile performance view to drive result.
Senior Customer Relationship Officer
EMAAR India
04.2018 - 08.2018
- Handling walk-in clients and over the phone queries for EMAAR India.
- Collections and Account management for the Clients with tracking of Payment and expenses.
- Handling delayed grievances and solving them through effective compensation and resolution.
- Managing Email Desk for Customer grievances and queries and driving End to End resolution.
Customer Experience Specialist
Concentrix India Pvt LTD
07.2016 - 04.2018
- Managing front line support for OPPO INDIA through EMAIL, Social media, Inbound and Outbound interactions.
- Driving metrics like Productivity, NPS and FCR and month on month exceeding the goals.
- Outbound team management as Floor Support/SME and driving results.
- Sharing day on day reports with the Clients around city wise contribution and NPS results.
- Promoted as SR Associate in the first appraisal in a span of 1 year.
Education
B.Com - Commerce
CSJM University
Kanpur, India06-2019
12th - undefined
NIOS Board
Skills
Effective problem-solving techniques
Experience in contact centre environments
Operations management
Team Management
Performance Management
Process Training
BQ Management
Upskilling of workforce
Maintaining the supply chain of various categories
Employee performance evaluations
Accomplishments
- Rewarded as the Top Performer for Customer Experience for consistently 7 months in Concentrix (OPPO Business).
- Rewarded the ABOVE & BEYOND Performance awarded by Urban Clap twice in Year 2019.
- Rewarded as Best Relationship Officer for EMAAR in the 3rd month with the company.
- Achieved the highest Performance Rating across Customer and Partner Experience for the Mid-Year (04/01/19 to 09/30/19).
- Promoted as a Business Development Associate in 08/2020 in various categories to maintain the supply chain hassle-free.
- Awarded as best Senior SME (Team Leader) in 12/2021 for outstanding achievement in team.
- Awarded as Best Assistant Manager in 06/2023 for continuous insight generation and ideas.
Personal Information
- Date of Birth: 07/31/97
- Gender: Male
- Nationality: Indian
- Marital Status: unmarried
Summary
Problem solving approach, Understanding of Contact Centre, Team Management, Performance Management, Process Training, BQ Management, Upskilling of workforce, Maintaining the supply chain of various categories, Client Management, Cost Saving Projects, Managing Customer with an END to END own and a resolution oriented approach., Problem Solving skills with ability to under complex situations and fixing from the root cause., Expertise in customer recovery and Retention., Experienced in People Management/Performance Management/Behavior Management across all levels., People Upskilling and Team building., Coaching and development of team members., Day to Day reporting and analysis needed at a level., Continuous improvement through Best Practices and Coaching., Worked as a Project Manager on multiple new businesses and witnessed smooth transition of various projects., Quality control and drive to ensure compliance governance., Real Time/Intra Day/Weekly and Monthly report analysis., Ring fencing Analysis to track BQ’s of our span., Repeat Analysis in order to find the gap areas., Managing Shrinkage and attrition at team level., Mentoring New Joiners through an extensive training program., People’s Manager with a balance with Performance.
Timeline
Assistant Manager
Genpact
05.2024 - Current
Assistant Manager Operations
WNS Global Services
11.2022 - 04.2024
Sr. SME Operations (Team Leader)
Concentrix India Pvt LTD
05.2021 - 10.2022
Business Development Associate
Urban Clap Technologies India PVT LTD
08.2020 - 05.2021
Senior Customer Support Associate
Urban Clap Technologies India PVT LTD
09.2018 - 07.2020
Senior Customer Relationship Officer
EMAAR India
04.2018 - 08.2018
Customer Experience Specialist
Concentrix India Pvt LTD
07.2016 - 04.2018
12th - undefined
NIOS Board
B.Com - Commerce
CSJM University