Khushboo Bhatia
Kolkata
Summary
A dynamic professional with 14+ years of experience in the areas of complete Business Unit Operations, Client Relationship, Process Improvement, Payroll Processing, Administration & Team Handling. Hands on experience in multi-site set ups from ground ZERO to BAU.
Attending & conducting audits, evaluating internal control systems to highlight shortcomings and incorporating recommendations of auditors in existing process as per standard norms.
Industry Experience: E-Commerce /Technical support / Immgariation/ Banking & Insurance
Key Responsibility Area: Partner Account Management, Project Management, P&L, Transition Management, Strategizing & Planning
Overview
14
14
years of professional experience
18
18
years of post-secondary education
3
3
Languages
Work History
Assistant General Manager
Fastinfo Legal Service Private Limitied
01.2023 - Current
- Managing team(s) of Mgrs/Sr. Mgrs of operations and support functions from captive and outsources partner set up for ticket closure within defined SLA.
- Managed budgets and financial reporting, ensuring fiscal responsibility and profitability.
- Heading a Business Unit with 1000+ employees encompassing Administration, HR, Operations and Training & Quality.
- Business Development of branch operations from to 1cr to 2.5 cr monthly revenue over a period of 18 months.
- Identifying & monitoring periodical metrics & deliverables, ensuring adherence to quality standards and applying them consistently; designing & reviewing escalation processes to ensure that timelines are achieved effectively.
- Trained and guided team members to maintain high productivity and performance metrics.
- Streamlined operations by implementing efficient processes and procedures, leading to increased productivity.
- Rich expertise in handling operations encompassing planning, analysis, scope & risk evaluation, contingency planning & resource handling using standard/experimental blueprints.
Operations Manager
Fastinfo Legal Service Private Limitied
10.2021 - 01.2023
- Responsible for cross functionally managing the Retention & Revenue Business Skill sets (Customer Options, Direct Upgrades, Strategic Options Teams)
- Managing Commercial Delivery vs. targets set by the higher management
- Managing a team of around 600 FTE across geographies (Kolkata, Banglore, Noida, Mumbai, Chennai ) Ensuring operational excellence.
- Liaison with the Ops Planning / Cap Planning teams for Headcount / Volume Forecasting Identify and Interact with various other departments to validate the database across departments and implementing new processes as and when required.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Daily monitoring of Call volume, Abandoned and Answered levels, AHT.
- Setting of Quality Monitoring tools and Methodologies and ensuring adherence to the same.
- Successfully delivered training project resulting in overall upskill employees.
Assistant Manager
Fastinfo Legal Service Private Limitied
01.2021 - 10.2021
- Managing 150+ FTE & 3 LOBs with a monthly business volume of 1Cr total monthly revenue of the business unit.
- In Charge of exclusive L&D Vertical operated out of the Business Unit with new services.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Initiatives towards customer satisfaction enhancement. CSAT.
- Overseeing process improvement initiatives through system changes, process re alignment & efficiency management.
- Designing modifications for overall improvement in quality and service standard
Assistant Manager
Ratan Housing Development Ltd.
02.2017 - 09.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strategy to increase sales and drive profits
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Generated repeat business through exceptional customer service.
Team Lead
Concentrix
08.2016 - 02.2017
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Team Support Specialist
Barclays Shared Services
06.2013 - 08.2016
- Participated in cross-functional team-building activities.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Handling escalated calls to ensure customer satisfaction.
- Mentored new employees, providing comprehensive onboarding support and guidance to ensure smooth integration into the team.
- Facilitated regular team meetings to review progress, discuss challenges, and devise solutions for continuous improvement.
Senior Associate
Wipro BPO
05.2011 - 01.2013
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
- Trained and supported new team members, maintaining culture of collaboration.
Education
M.Com
04.2001 - 04.2019
B.com
04.2001 - 2015
Skills
Strategic Planning
Languages
3,5,5
Personal Information
Timeline
Assistant General Manager
Fastinfo Legal Service Private Limitied
01.2023 - Current
Operations Manager
Fastinfo Legal Service Private Limitied
10.2021 - 01.2023
Assistant Manager
Fastinfo Legal Service Private Limitied
01.2021 - 10.2021
Assistant Manager
Ratan Housing Development Ltd.
02.2017 - 09.2020
Team Lead
Concentrix
08.2016 - 02.2017
Team Support Specialist
Barclays Shared Services
06.2013 - 08.2016
Senior Associate
Wipro BPO
05.2011 - 01.2013
M.Com
04.2001 - 04.2019
B.com
04.2001 - 2015
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