Kunal Nandal
Operation Manager
Noida,Delhi
Summary
Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
Work History
Operations Manager, Customer Experience
Tech Mahindra Pvt Ltd
Noida
2023.04 - Current
- Driving Compliance Management
- Managing Internal & External Audits
- Maintaining Headcount and Managing HTTR (Headcount to Target Ratio)
- Monthly Review with Associate Managers and Team Leads on Process Health
- Monthly Sessions with Associates to understand any pain areas which needs to be address.
- Promoting a culture of continuous improvement by encouraging feedback, implementing best practices, and driving innovation
- Collaborating with internal stakeholders, such as IT, HR, and Finance, to align goals and drive cross-functional initiatives.
- Monitoring and managing operational costs to meet budgetary goals without compromising service quality.
- Client Management and Keeping one to one connect with Clients
- All contractual SLAs are Met (Service Level /CSAT/NPS/Quality Assurance)
- Daily, Weekly and Monthly Review Internal and External
- Client Related concerns and escalations are managed timely and effectively
- Looking for New Avenues of Business within existing Business
- Adding Value for our Customers by bringing in new ideas and recommendations
- Achieving Billability Targets
Associate Operations Manager
TechMahindta Pvt Ltd
Noida
2021.04 - 2023.03
- Client Management and Keeping one to one connect with Clients
- All contractual SLAs are Met (Service Level /CSAT/NPS/Quality Assurance)
- Daily, Weekly and Monthly Review Internal and External
- Client Related concerns and escalations are managed timely and effectively
- Looking for New Avenues of Business within existing Business
- Adding Value for our Customers by bringing in new ideas and recommendations
- Achieving Billability Targets
Customer Service Team Leader
TechMahindra Pvt Ltd
Noida
2013.04 - 2021.03
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Evaluated customer service staff performance and provided constructive feedback.
- Provided primary customer support to internal and external customers.
- Trained and supervised team of customer service representatives in providing quality service to customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Service Supervisor
VCustomer Pvt Ltd
New Delhi
2010.04 - 2013.04
Customer Service Associate
VCustomer Pvt LTD
New Delhi
2008.08 - 2010.04
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Developed and actualized customer service initiatives to decrease wait times.
Education
Bachelor of Arts - Arts
Delhi University
New Delhi 2006.06 - 2010.01
Skills
Budgeting and forecasting
undefinedAccomplishments
Won 6 continuous ACE awards in TechM for exceptional performance. (ACE award is given to those who achieve top performance ratings in 2 consecutive years)
Got the contract extended with exceptional services for the account.
Certification
Six Sigma Green Belt
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Six Sigma Green Belt
2023-08
Operations Manager, Customer Experience
Tech Mahindra Pvt Ltd
2023.04 - Current
Associate Operations Manager
TechMahindta Pvt Ltd
2021.04 - 2023.03
Customer Service Team Leader
TechMahindra Pvt Ltd
2013.04 - 2021.03
Customer Service Supervisor
VCustomer Pvt Ltd
2010.04 - 2013.04
Customer Service Associate
VCustomer Pvt LTD
2008.08 - 2010.04
Bachelor of Arts - Arts
Delhi University
2006.06 - 2010.01
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