Himanshu Rathore
Gurugram
Summary
Team Leader with 1 year of proven experience in managing operations, supervising teams, and ensuring compliance with organizational policies. Skilled in resource allocation, performance monitoring, and conflict resolution, with a track record of maintaining discipline and accountability within the team. Adept at bridging communication between management and team members, handling escalations, and driving process improvements to enhance efficiency. Recognized for reliability, leadership, and the ability to deliver results under pressure.
Overview
5
5
years of professional experience
Work History
Assistant Manager of Operations
Concentrix
Gurugram
01.2025 - Current
- Led a team of 20 members, ensuring smooth day‑to‑day operations and timely project delivery.
- Managed shift schedules and resource allocation, balancing workload across the team to meet deadlines.
- Handled performance monitoring and feedback, improving team productivity and accountability.
- Resolved conflicts and escalations, maintaining discipline and adherence to company policies.
- Ensured compliance with operational protocols, including attendance, transport usage, and leave approvals.
- Acted as the communication bridge between team members, management, and operations, ensuring clarity and alignment.
- Trained and mentored new hires, helping them adapt quickly and contribute effectively.
- Implemented process improvements that reduced errors and improved efficiency.
- Maintained documentation and reporting, providing accurate updates to management on team performance.
- Recognized for leadership and reliability, trusted to handle sensitive issues like unplanned leaves and transport misuse.
Sr SME
Concentrix
Gurugram
11.2022 - 12.2024
- Collaborated with cross-functional teams to address complex issues and solutions.
- Managed complex escalations to ensure timely resolution for customer issues.
- Provided expert guidance on product troubleshooting and technical support processes.
- Documented escalation procedures to improve team knowledge and resource availability.
- Analyzed trends in customer feedback to identify recurring problems and solutions.
- Trained new employees on escalation protocols and best practices for customer service.
- Investigated customer complaints and identified root cause of the issue.
- Monitored ongoing escalations for resolution progress.
- Conducted follow-up calls with customers to ensure satisfactory resolutions were achieved.
- Conducted performance evaluations to provide feedback and guidance.
Technical Support Representative
Concentrix
Gurugram
11.2020 - 11.2022
- Provided technical support for software and hardware issues to customers.
- Resolved customer inquiries through phone, email, and chat channels.
- Documented troubleshooting steps in the ticketing system for future reference.
- Maintained knowledge of product updates and service protocols regularly.
- Conducted remote diagnostics to identify and correct system malfunctions.
- Delivered exceptional customer service to enhance user satisfaction levels.
- Ensured compliance with corporate security policies at all times.
- Performed system configuration changes according to customer requirements.
- Resolved escalated cases from junior team members in a timely fashion.
- Diagnosed hardware and software problems related to customer's environment.
Education
BA (JMC) -
Manav Rachna International Institute Of Research & Studies
Faridabad01.2019
XII -
Rabindranath World School
Gurgaon01.2016
X -
Aakash Education Center
UP01.2014
Skills
- MS-Office Tools
- Windows 10
- Windows 11
- Time management
- Communication skills
- Team management
- Resource allocation
- Performance monitoring
- Process improvement
- Escalation management
- Cross-functional collaboration
- Documentation maintenance
- Team building
- Effective communication
- Feedback delivery
- Performance evaluations
- Quick learner
- Problem Solving and Critical Thinking
- Decision making
- Multitasking
- Conflict resolution
- Remote desktop applications
- Performance management
- Escalation handling
Hobbies
- Swimming
- Working Out/ Running
- Singing
Timeline
Assistant Manager of Operations
Concentrix
01.2025 - Current
Sr SME
Concentrix
11.2022 - 12.2024
Technical Support Representative
Concentrix
11.2020 - 11.2022
BA (JMC) -
Manav Rachna International Institute Of Research & Studies
XII -
Rabindranath World School
X -
Aakash Education Center