Summary
Overview
Work History
Education
Skills
Certification
Websites
Timeline
Generic

HIMANSHU KARDAM

Gurugram

Summary

Over 14 years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Head of Operations

Plusone Digital LLP
Mumbai
10.2022 - Current
  • Coordinate and manage operations activities to ensure smooth processes.
  • Monitor performance metrics to identify areas for improving operational efficiency.
  • Lead cross-functional teams in developing new products and services.
  • Manage budgets for operations departments and ensure cost-effectiveness.
  • Negotiate contracts with vendors and suppliers to secure competitive pricing.
  • Implemented innovative technology solutions to automate manual tasks and improve efficiency.
  • Establish quality assurance standards across all organization departments.
  • Create reports tracking key performance indicators related to operations objectives.
  • Identify potential risks in operations and develop mitigation strategies.
  • Provide leadership, mentorship, and guidance to foster a collaborative work environment.
  • Evaluate current systems and processes to ensure they meet organizational goals.
  • Conduct regular meetings with department heads to review progress towards operational goals.
  • Delegate work to staff, setting priorities and goals.
  • Forecast customer demand to set prices or credit terms for services.

Assistant Manager Ops ( OTC - Deductions + Collections )

Genpact India Pvt. Ltd (Coca Cola US Process)
Gurugram
02.2020 - 10.2022
  • Managed Team of MTs and Process Developers handling Claims Settlement, Deductions, and Chargebacks in the Order to Cash (O2C) process for Coca Cola US, managing a portfolio of over 20 clients including Amazon, Target, Jetro, Dollar General, and CVS
  • Analyzed disputes for customer claims to Coca Cola Bottlers in the US
  • Verified pricing contracts for customer deductions against approved purchase orders, addressing short payments on AR balances
  • Coordinated with the warehouse and order management teams to validate damages and shortages as per customer claims
  • Verified and cleared post-audit deductions (claims/chargebacks)
  • Utilized software such as SAP, High Radius, and On-Base for reporting and research
  • Analyzed daily, monthly, quarterly, and seasonal trends in customer deductions, reporting findings to management
  • Identified and addressed root causes of chargebacks and deductions, coordinating with respective teams to prevent future revenue losses
  • Collaborated with the automation team to reduce manual efforts in claims settlement
  • Wrote off legitimate claims, deductions, and credits taken by customers

Manager Revenue Assurance ( Operations & Collections )

Plus One Digital LLP, Shemaroo Entertainment Ltd
Mumbai
05.2018 - 02.2020
  • Responsible for business monitoring, revenue tracking, and projections
  • Ensured collections as per agreed payment terms from clients
  • Coordinated with the technology team for requirement gathering, process improvement, risk identification, and impact analysis
  • Serviced clients and oversaw day-to-day operations
  • Negotiated discount rates with vendors regularly to maximize revenue
  • Monitored and analyzed client and vendor performance daily, weekly, and monthly
  • Reconciled data captured by our system with vendor or client data
  • Innovated in areas of pricing, product, and client experience

Team Lead - Vendor Management

Oxigen Services India Pvt. Ltd
Gurugram
08.2017 - 05.2018
  • Managed Voice & Backend Operations at outsourced location
  • Ensured smooth coordination between WFM, Quality, Training, and Operations
  • Organized, planned, prioritized, and scheduled work assignments, owning production and quality KRAs for the partner site
  • Responsible for partner site performance and meeting daily, weekly, and monthly metrics
  • Monitored key business parameters and proactive management
  • Analyzed new products/services and their impact on business
  • Organized regular meetings with all stakeholders to ensure clear communication between departments

Team Lead Operations

Oxigen Services India Pvt. Ltd
Gurugram
11.2015 - 07.2017
  • Managed Inbound, Outbound, Email, Backend, and Escalation Teams (Care Level 2 & CEO)
  • Coordinated with Training/Quality teams to maintain a strong knowledge base for agents
  • Ensured 100% closure of all complaints within SLA
  • Prepared Monthly Performance Management System reports
  • Oversaw the support team (Escalation Team) to ensure faster resolution and customer satisfaction on escalated issues
  • Prepared Monthly and Daily MIS reports
  • Published Team Performance Dashboards on a daily and weekly basis
  • Provided direction, support, and supervision to the assigned team, ensuring resolution of daily issues
  • Delivered desired SLAs and met/exceeded performance expectations as per defined scorecards
  • Planned daily briefings on process updates and performance
  • Analyzed customer interactions to identify areas for process improvement
  • Identified team training needs and organized refresher training sessions, periodic one-on-ones, and career progression discussions for continuous improvement and employee development
  • Reviewed and analyzed team data and productivity, providing coaching and counseling to team members through data scrubbing and analysis
  • Served as ZOHO CRM Administrator, creating IDs, assigning rights, and creating rules at the user or process level
  • Managed software such as Aspect for calls and ZOHO CRM

Team Lead Ops ( Ecommerce - Flipkart )

Aegis Ltd ( Now Startrek )
Gurugram
08.2014 - 11.2015
  • Handled a team of 40+ executives responsible for resolving customer queries related to orders placed on Flipkart.com
  • Performed resource capacity planning and presented necessary reports to management
  • Planned and scheduled regular team and manager meetings
  • Encouraged and planned knowledge transfer among team members
  • Accountable for maintaining Weekly and Monthly Performance Management Systems (PMS) for team members
  • Initiated process improvement responsibilities and planned tasks assigned to the team
  • Strengthened relationships within supporting business units, such as Human Resources, Workforce Management, and Quality, to help resolve issues related to team members
  • Understood and provided the necessary training and support required for the team to ensure all members were capable of performing their tasks effectively
  • Coordinated with support functions for recruitment, onboarding, and training
  • Conducted Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA) on issues escalated to Level 3 (CEO Escalations)

Sr. Executive Ops. ( Collections )

Aegis Ltd ( Now Startrek )
Gurugram
06.2012 - 07.2014
  • Managed B2B collections for M/s Merck Group Germany (Pharmaceutical company)
  • Led a team of 10 to 15 people, ensuring collection and quality targets were met
  • Trained new hires on the process
  • Ensured collection targets were achieved with 100% cash application
  • Prepared and published daily MIS and reports
  • Improved productivity by publishing daily collections and issues to regional operational managers for appropriate action
  • Managed communication infrastructure with accounts payable and generated success reports
  • Managed letter strategy via different modes (regular mail, email, and fax)
  • Monitored deals, handled disputes of debtors, and maintained data of all pending invoices
  • Interacted with customers, dealers, and companies regarding their statements of accounts, payment terms, installation, and after-sales service queries
  • Forwarded installation and repair requests to sales and technical departments
  • Projected payments from customers based on their payment patterns
  • Raised credit notes on customer requests once approved by the Regional Manager
  • Used SAP software for various tasks

Sr. Executive Ops ( Mobility- Airtel )

Aegis Ltd ( Now Startrek )
Gurugram
10.2009 - 05.2012
  • Managed customer queries on calls related to tariffs, service requests, network complaints, and other VAS requests
  • Handled escalations from other agents
  • Conducted process training for new hires
  • Reviewed daily performance of the team through pre-shift and post-shift meetings with supervisors, creating real-time and next-day action plans
  • Used ICRM - Oracle software for various tasks

Education

B.Com -

SHOBHIT UNIVERSITY

Skills

  • Order to Cash
  • Deductions
  • Collection Specialist
  • Cash Application (O2C)
  • Reporting & Audit
  • Vendor Management
  • Team Handling
  • Capacity planning
  • CRM
  • Supervision
  • MS-Office
  • MIS
  • Performance Management
  • Presentation skills
  • Pricing
  • Tool Management - CRM
  • Data Analysis
  • Customer Retention
  • Workforce Planning
  • Business Analysis
  • KPI Tracking
  • Multitasking
  • Decision-Making
  • Operations Management
  • Customer Relations
  • P&L Management

Certification

Diploma in Aviation and Hospitality Management

Websites

Timeline

Head of Operations

Plusone Digital LLP
10.2022 - Current

Assistant Manager Ops ( OTC - Deductions + Collections )

Genpact India Pvt. Ltd (Coca Cola US Process)
02.2020 - 10.2022

Manager Revenue Assurance ( Operations & Collections )

Plus One Digital LLP, Shemaroo Entertainment Ltd
05.2018 - 02.2020

Team Lead - Vendor Management

Oxigen Services India Pvt. Ltd
08.2017 - 05.2018

Team Lead Operations

Oxigen Services India Pvt. Ltd
11.2015 - 07.2017

Team Lead Ops ( Ecommerce - Flipkart )

Aegis Ltd ( Now Startrek )
08.2014 - 11.2015

Sr. Executive Ops. ( Collections )

Aegis Ltd ( Now Startrek )
06.2012 - 07.2014

Sr. Executive Ops ( Mobility- Airtel )

Aegis Ltd ( Now Startrek )
10.2009 - 05.2012

B.Com -

SHOBHIT UNIVERSITY

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