KSHITIJ TYAGI
Manager-Operations
Gurugram
Summary
Experienced Operations Manager with a strong background in team leadership, planning, and organization. Proven ability to develop employees to autonomously manage daily operations and surpass customer expectations. Diligent trainer and mentor with robust management skills and a focus on delivering results.
Overview
7
7
years of professional experience
Work History
MANAGER - OPERATIONS
Coliza Services Pvt. Ltd.
05.2023 - 12.2024
- Implemented and refined sales strategies, resulting in improved profit margins and increased overall revenue.
- People Management: Lead a team of 70+, providing regular coaching, training, and performance evaluations to ensure optimal performance.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Implement performance metrics and KPIs, resulting in improved team productivity.
ASSISTANT MANAGER - OPERATIONS
Nirvasa Healthcare Pvt. Ltd.
06.2022 - 05.2023
- Provided leadership and direction of projects and initiatives.
- Provided analysis & recommendations to management in matters concerning performance, operations, staffing, and resourcing.
- Assisted Sales Management in developing business plans and reviewing with executive management.
- Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
- Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
- Led as a Singular Point of contact for the resolution of customer escalations, inquiries, and complaints from external and internal customers.
- Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
- Efficiently Handled Client /Team/ SLA / Attrition/ Shrinkage
ASSISTANT MANAGER- OPERATIONS
DHANI LOANS & SERVICES LTD (An Indiabulls Venture)
11.2021 - 05.2022
- Conducted weekly staff meetings to motivate officers, address concerns, plan for improvements & to evaluate progress towards goals.
- Administered weekly & monthly reviews with the management to analyze scope of Improvements.
- Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
- Monitored & Evaluated calls for bottom quartiles (BQ), on daily basis.
- Shared real-time reports to the officers on hourly basis & share constructive feedbacks.
- Monitoring each officer on real-time basis (w.r.t breaks, no. of calls, talk-time and sales count, Thereby their productivity).
- Sharing shrinkage report on daily basis for the entire span (250-300).
- Sharing data RCA with the management on daily basis.
SR. TEAM LEAD - OPERATIONS
Supportmart - Global Tech Support
07.2019 - 10.2021
- Track sales team metrics & report data to leadership on regular basis
- Implement performance plans
- Accurately forecast on a weekly & monthly cadence to meet & exceed targets.
- Manage day-to-day of sales reps & deliver reviews
- Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement.
- Developed high-performing team members through targeted training programs and one-on-one coaching.
SR. ANALYST- CATEGORY DEPARTMENT
Shopclues.com
03.2018 - 06.2019
- Primarily selling and handling the promotional services.
- Entire catalogue improvement.
- Providing proper and thorough training to the merchants regarding product uploads on panel and self-promotional activities.
- Meet with reps to provide feedbacks, support & training.
- Track sales team metrics & report data to leadership on regular basis.
- Implement performance plans.
- Accurately forecast on a weekly & monthly cadence to meet & exceed targets.
- Manage day-to-day of sales reps & deliver reviews.
Education
Bachelor of Science -
Sunrise University
Alwar, India 04.2001 -
Skills
- Organizational strategy development
- Team leadership
- Data analysis proficiency
- Workforce skill enhancement
- Data analysis in Excel
- Collaborative team management
- Operational efficiency management
- Performance assessment strategies
- Resource allocation management
- CRM expertise
Industry Of Experience
- E-Commerce
- FMCG
- Fin-Tech
- Marketplace
Personal Information
Total Experience: 7+ years
Timeline
MANAGER - OPERATIONS
Coliza Services Pvt. Ltd.
05.2023 - 12.2024
ASSISTANT MANAGER - OPERATIONS
Nirvasa Healthcare Pvt. Ltd.
06.2022 - 05.2023
ASSISTANT MANAGER- OPERATIONS
DHANI LOANS & SERVICES LTD (An Indiabulls Venture)
11.2021 - 05.2022
SR. TEAM LEAD - OPERATIONS
Supportmart - Global Tech Support
07.2019 - 10.2021
SR. ANALYST- CATEGORY DEPARTMENT
Shopclues.com
03.2018 - 06.2019
Bachelor of Science -
Sunrise University
04.2001 -
Similar Profiles
Randhir Kumar PrasadRandhir Kumar Prasad
Stacker at Engineering and Allied Services Pvt. Ltd, Lift & Shift India Pvt. Ltd, Roadwings International Pvt. Ltd, Western Carriers India Pvt. Ltd, Tractor India Pvt. Ltd, Transworld Terminal Pvt. LtdStacker at Engineering and Allied Services Pvt. Ltd, Lift & Shift India Pvt. Ltd, Roadwings International Pvt. Ltd, Western Carriers India Pvt. Ltd, Tractor India Pvt. Ltd, Transworld Terminal Pvt. Ltd
SNEHA SSNEHA S
HR Recruiting Associate at Accenture Services Pvt Ltd- On rolls of V5 Global Services Pvt Ltd. 04th Sep 2023 to till dateHR Recruiting Associate at Accenture Services Pvt Ltd- On rolls of V5 Global Services Pvt Ltd. 04th Sep 2023 to till date
Varun YadavVarun Yadav
Consultant-Research, Assessment & Studies at Randstad India Pvt. Ltd. (M/s-KPMG Advisory Services Pvt. Ltd.)Consultant-Research, Assessment & Studies at Randstad India Pvt. Ltd. (M/s-KPMG Advisory Services Pvt. Ltd.)
KESHRI NANDAN SINGHKESHRI NANDAN SINGH
Talent Acquisition Specialist at GoodEnough EnergyTalent Acquisition Specialist at GoodEnough Energy
Megha TanwarMegha Tanwar
HR Manager at Varank Tech Private Limited (Formerly Verchaska Infotech)HR Manager at Varank Tech Private Limited (Formerly Verchaska Infotech)