Kunal Guha
Senior Operation Manager
Kolkata
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
19
19
years of professional experience
5
5
years of post-secondary education
Work History
Senior Operations Manager
Gozo Technologies Pvt Ltd
Kolkata
04.2018 - Current
- Oversaw workforce management planning, volume predictions and capacity planning.
- Provided leadership for continual management and employee training initiatives.
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
- Allocated resources to planned programs according to business objectives.
- Managed daily operations of Start Up organization, orchestrating forward-thinking strategies to accomplish profit and expansion goals.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Delivered leadership to executive team dedicated to driving ambitious targets with well-orchestrated plans.
- Helped set Customer Support team, with SOP, calling matrix, setting up report to be shared with management.
- Push team to up sale customer to higher ticket product to increase profit.
- Onboarding vendor partner to increase reach in market and to reduce price at customer end.
Deputy Manager of Operations
Mind Hour
Kolkata
08.2017 - 03.2018
- Established tele sales and support team in organization .
- Identified procedure or process changes required to improve performance and productivity. To increase sales set per day call targets. Which increase sales by 10%.
- Implemented process improvement to such as ACHT , call per day counts, sales per day count, visit per day.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources
- Advanced productivity KPIs to achieve key business goals and objectives.
- Increased profit by streamlining operations.
- Spearheaded department training to enhance employee performance and boost employee productivity.
Operations Team Leader
Aegis Global
Kolkata
10.2015 - 06.2016
- Managed high workload with consistent record of achieving deadlines and production targets.
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
- Set schedules and oversaw daily workflow.
- Helped set and manage objectives for quality, productivity and compliance.
- Produced detailed reports outlining performance against benchmarks.
- Sat on new hire interviewing panel and made recommendations.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
Operation Team Leader
Country Club India Ltd
Kolkata
06.2014 - 10.2015
- Motivated and trained employees to maximize team productivity.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Managed internal operational standards and productivity targets.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
Operation Team Leader
Airnet Infotech
Kolkata
06.2013 - 06.2014
- Motivated and trained employees to maximize team productivity.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
Operation Team Leader
Serco Bpo
Kolkata
10.2009 - 03.2013
- Motivated and trained employees to maximize team productivity.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Analyzed department metrics and performance and reported findings to management.
CGSL
COLLECTION OFFICER
Kolkata
11.2007 - 10.2009
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Carried out day-to-day duties accurately and efficiently.
- Collaborated with team members to achieve target results.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Services Representative
DSS Infotech
Kolkata
10.2004 - 11.2007
- Responded to customer questions and concerns or escalated to supervisor for resolution.
- Drove sales by following up with leads and new customers through outbound calls.
- Documented customer interactions and relationships using CRM systems.
- Contacted prospective customers to present service options and explain details.
Education
Bachelor of Arts - Political Science
Himalayan Garhwal University
Uttarakhand 06.2019 - 05.2022
Class 12 - Arts
Kendriya Vidyalaya NTPC Farakka
Farakka 06.2003 - 06.2004
J.D. - Schooling
Kendriya Vidyalaya NTPC Farakka
Farakka 03.2001 - 06.2002
Skills
Client account management
Effective leader
Teambuilding
Attention to Detail
Planning and Coordination
Employee scheduling
Staff training/development
Delegation
Relationship building
Recruitment
Timeline
Bachelor of Arts - Political Science
Himalayan Garhwal University
06.2019 - 05.2022
Senior Operations Manager
Gozo Technologies Pvt Ltd
04.2018 - Current
Deputy Manager of Operations
Mind Hour
08.2017 - 03.2018
Operations Team Leader
Aegis Global
10.2015 - 06.2016
Operation Team Leader
Country Club India Ltd
06.2014 - 10.2015
Operation Team Leader
Airnet Infotech
06.2013 - 06.2014
Operation Team Leader
Serco Bpo
10.2009 - 03.2013
CGSL
COLLECTION OFFICER
11.2007 - 10.2009
Customer Services Representative
DSS Infotech
10.2004 - 11.2007
Class 12 - Arts
Kendriya Vidyalaya NTPC Farakka
06.2003 - 06.2004
J.D. - Schooling
Kendriya Vidyalaya NTPC Farakka
03.2001 - 06.2002