Hitesh Sahni
Operation Manager
New Delhi
Summary
Experienced operations professional with a strong track record of driving operational excellence and implementing innovative solutions. Skilled in fostering collaborative team environments and consistently delivering results. Expertise in process improvement, project management, and strategic planning. Results-driven operations management professional known for streamlining processes and driving efficiency. Strong focus on team collaboration and adaptability, ensuring reliable performance in dynamic environments. Possesses excellent leadership, communication, and problem-solving abilities to achieve organizational goals.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
3
3
Certificates
Work History
Manager of Operations
Web help India Pvt Ltd
09.2019 - Current
- Acting Sr Ops Manager and supporting multiple accounts.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards
- Portfolio of $2.2 mn for last calendar year
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality
- Streamlined operational processes by implementing efficient workflow management strategies
- Created and executed strategic plans aimed at increasing profitability while maintaining exceptional customer service standards
- Enhanced team productivity by providing effective training programs and performance management systems
- Collaborated with other department heads to align organizational goals and maximize efficiency across all departments
- Mentored junior team members in their career progression pathing endeavors towards managerial roles within the company structure framework
- Managed daily operations, ensuring smooth workflow and timely completion of tasks
- Improved team morale with regular feedback sessions and recognition of outstanding performance
- Led team meetings to discuss performance metrics, fostering culture of continuous improvement and accountability
- Implemented customer feedback system to identify areas for service improvement, leading to increased customer satisfaction scores
- Analyzed and reported on key performance metrics to senior management
- Reduced operational risks while organizing data to forecast performance trends
Operations Team Leader
FIS
10.2017 - 09.2019
- Boosted employee productivity through motivation tactics, direct guidance, and equitable disciplinary actions
- Maintained uniform team operations by adhering to clearly defined departmental prerequisites
- Managed daily operations, ensuring smooth workflow and timely completion of tasks
- Conducted regular staff training sessions to ensure consistent implementation of best practices across the team
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions
- Trained, coached and managed [20-30]-person team of contact center advisors and chat expert professionals.
Customer Service to Team Leader Operations
Concentrix Daksh India Pvt Ltd
06.2010 - 10.2017
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise
- Managed conflict resolution among team members, fostering a positive and collaborative work environment
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance
- Handled Chat, Voice and Email campaigns. Worked and managed the team size of 25 employees supporting customer service.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly
- Led by example, demonstrating commitment and professionalism that inspired team members to excel
- Developed risk management plans, minimizing potential project disruptions and ensuring timely delivery
Team Manager
Welco Infotech India Pvt. Ltd
12.2008 - 03.2010
- Outbound calling-Long Distance Calling cards (Telecom Service)
- Oversaw the entire gamut of operations entailing client servicing, team management, product launch, coordination, sales operations, MIS, training, etc.
- The setting of monthly, weekly, and daily targets of sales and forming policies and strategies to achieve the sales targets
- Delivery of $40k - $70k per month from US and CA market only,
- Improved employee performance, coaching, and inspiring team members to achieve targets
- Administered the launch of Pin less Long-Distance Calling Card in Canada from inception to closure
- Effectuated s2s (Services to Sales) in a team for the smooth working operations
- Coordinate for Reward & Recognition programs for the teams and ensure that they are executed in a fair and transparent manner and have the desired impact on employee motivation
- Responsible for handling a team of 20-30 agents
- Looking after roster updating, attendance, leave record, escalations, training requirements and other administrative issues for the team
- Set schedules, coordinated payroll, and handled performance reviews
- Managed daily workloads by organizing effective schedules and delegating tasks
Sales Associate
Star Touch India Pvt. Ltd
11.2005 - 12.2008
- Conducted outbound calls for Telecom Services that involved long-distance calling cards
- Started as a Customer Care Executive and subsequently got promoted to the Senior Executive role
- Best in sales and delivered over and above targets.
- Closed between $12k-$20k per month sales
- Engaged with customers to close sales and service transactions
- Contributed to the onboarding and training of new team members while identifying their training needs
- Promoted special offers and discounts to customers, facilitating increased sales
- Consistently achieved and often surpassed individual sales targets and key performance indicators (KPIs)
- Consistently met goals while functioning independently within a team context
Education
Bachelor of Commerce: B.Com - Commerce
Sikkim Professional University
Distance Learning 04.2020 - 03.2023
Intermediate: XII - Commerce
SDSBM Senior Secondary School
Delhi 04.2004 - 03.2005
High School: X -
SD Public School
Delhi 04.2002 - 03.2003
Skills
Customer service
Quality assurance
Strategic planning
Goal setting
KPI tracking
Data analysis
Change management
Problem-solving
Conflict resolution
Project management
Risk management
Process improvement
Budget management
Team leadership
Revenue generation
Cost reduction
Customer relationship management (CRM)
Timeline
Bachelor of Commerce: B.Com - Commerce
Sikkim Professional University
04.2020 - 03.2023
Manager of Operations
Web help India Pvt Ltd
09.2019 - Current
Operations Team Leader
FIS
10.2017 - 09.2019
Customer Service to Team Leader Operations
Concentrix Daksh India Pvt Ltd
06.2010 - 10.2017
Team Manager
Welco Infotech India Pvt. Ltd
12.2008 - 03.2010
Sales Associate
Star Touch India Pvt. Ltd
11.2005 - 12.2008
Intermediate: XII - Commerce
SDSBM Senior Secondary School
04.2004 - 03.2005
High School: X -
SD Public School
04.2002 - 03.2003
Certification
Yellow Belt-Six Sigma
Languages
English
Advanced (C1)
Hindi
Advanced (C1)
Punjabi
Upper intermediate (B2)