Hriday Sehgal
Assistant Manager - Operations & Customer Excellence
Gurgaon,Haryana
Summary
Results-driven Assistant Manager of Operations & Customer Excellence with about 3 years of experience in optimizing operational processes and enhancing customer satisfaction. Adept at leading cross-functional teams, analyzing performance metrics, and implementing strategic initiatives to drive efficiency and service excellence through data-driven decision-making and continuous improvement methodologies to elevate customer experience. Committed to achieving operational excellence and delivering superior customer experience to support business growth.
Overview
4
4
years of professional experience
1
1
Certification
3
3
Languages
Work History
Assistant Manager Operations & Customer Excellence
Collegedunia.com
Gurgaon
05.2024 - Current
- Spearheaded strategic initiatives via targeted user feedback analysis, implementation of critical updates, and enhanced customer support which successfully elevated Google Play Store rating from 3.3 to 4.0
- Implemented employee training programs, enhancing product knowledge and improving customer excellence skills.
- Improved customer satisfaction by addressing and resolving grievances promptly.
- Collaborated with product team to develop strategic plans for business growth and improvement.
- Enhancing user communication channels to provide timely and effective support, thereby increasing user satisfaction.
Operations Analyst
Collegedunia.com
Gurgaon
07.2021 - 04.2024
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Major Contribution in Revenue Generation for Operations Team which result in 5X Revenue growth in Q3-Q4 2021-22
- Client Servicing & Campaign Management
- Managed Kickcash Prime Offers P&L since August 2022
Business Operations Intern
L&T
Mumbai
01.2020 - 07.2020
- Handled the portfolios of Entity Registration, Partner Negotiation and Catalogue Modelling & Conversion.
- Participated in project management activities, assisting in planning, execution, and monitoring of key initiatives.
- Conducted market research for competitive benchmarking, helping to inform strategic decision making.
- Understanding B2B e-commerce space and the associated value chain, evolution of business, structure, and supply chain. All-around development of framework for managing vendor onboarding and data entry for subsequent vendor creation.
- Assisted the Business Team during the Budgetary Module Development that is the Cost & Revenue Model through MVP Phase 2.
Education
B.E. - Mechanical Engineering
Punjab Engineering College
Chandigarh, India 04.2001 -
Higher Secondary Education -
Shri Guru Harkrishan Model School
Chandigarh, India 04.2001 -
Secondary Education -
St.Thomas School
Yamunanagar, India 04.2001 -
Skills
Customer Relationship Management (CRM)
Customer Service
Product and service knowledge
Business Development
Customer Relationship Management (CRM)
Certification
Introduction to Financial Markets | ISB | Coursera
Accomplishments
Q4 2021-22 | Employee of the Quarter | Go Getter Attitude
Timeline
Assistant Manager Operations & Customer Excellence
Collegedunia.com
05.2024 - Current
Introduction to Financial Markets | ISB | Coursera
08-2022
Operations Analyst
Collegedunia.com
07.2021 - 04.2024
Business Operations Intern
L&T
01.2020 - 07.2020
B.E. - Mechanical Engineering
Punjab Engineering College
04.2001 -
Higher Secondary Education -
Shri Guru Harkrishan Model School
04.2001 -
Secondary Education -
St.Thomas School
04.2001 -