Lakshmi Nair
Assistant Manager Operations
Pune
Summary
Highly accomplished Operations Manager with over 10 years of experience in developing and executing operational strategies that drive productivity, efficiency, and cost reduction. Proven ability to manage large teams, implement enterprise-wide systems, and build strong relationships with suppliers. I excel at building client relationships and driving operational excellence, consistently delivering high-quality results in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Office Administrator
Hub Group
09.2023 - 10.2024
- Monitored inventory levels and ordered supplies.
- Trained new employees in office systems, policies, and procedures.
- Responded to customer inquiries and resolved issues promptly.
- Managed daily office operations and streamlined administrative procedures.
- Monitored driver teams throughout the shift remotely at the office and their possible exceptions to completing the delivery and installation orders successfully.
Assistant Manager- Operations
CRIF Solutions Pvt Ltd
11.2020 - 07.2023
- Supervised operations team to support operational excellence and excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Mitigated business risks by working closely with staff members and assessing performance.
- Managing relationships with clients, including financial institutions, corporations, and other entities seeking credit ratings.
- Create and publish templates and dashboards at a regular frequency for highlighting key KPIs and gaps.
- Responsible for training and mentoring junior staff members involved in the credit rating process.
- Providing guidance on credit analysis, rating methodologies, and operational procedures to ensure consistency and quality in the team's work.
- Managing escalations and corrective action plan.
Team Leader- Quality Control
CRIF Solutions Pvt Ltd
05.2018 - 10.2020
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
Investigation Specialist
CRIF Solutions Pvt Ltd
12.2016 - 04.2018
- Responsible for creating Business Information Reports for companies and interacting with finance, accounts and HR professionals to understand the company background.
- Checking of existing data base and extensive web search.
- Documented findings and prepared detailed reports.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Conducted interviews with witnesses and clients.
- Assessed credit risk and analyzed financial statements.
Customer Relations Executive
Tech Mahindra Business Process Services
05.2015 - 03.2016
- Responding to customer inquiries and concerns about their telephone service.
- Offering solutions to resolve customer issues, including technical support or adjusting service plans.
- Negotiating with customers to keep them from cancelling their telephone service.
- Educating customers on available service options and benefits.
- Up-selling additional products or services that may be of interest to the customer.
- Documenting customer interactions and feedback to improve future service quality.
- Collaborating with other teams within the company such as technical support or billing departments, to provide seamless service to customers.
- Meeting performance target, such as retention rates, customer satisfaction scores, and sales quotas.
Associate-Ops
WNS Global Services
04.2012 - 12.2012
- Providing prompt and professional customer service, addressing queries, resolving issues.
- Identify areas of inefficiency, propose process enhancements to optimize workflow.
- Communicate with team members, supervisors, clients, or other stakeholders to provide updates, seek clarifications, or address any issues related to the operational tasks.
- Involved in handling data entry, transaction processing & document verification.
- Streamlined the process, resulting in a 99% turnaround time improving customer satisfaction.
Education
Bachelor of Commerce - Business Administration
Pune University
Pune, India 05.2001 -
Skills
- Operations Management: Inventory Management, Process Improvement, Quality Control, Lean Six Sigma, Workflow Optimization, Logistics Coordination
- Software Proficiencies: MS Office Suite (Advanced),
- Data Analysis: Data Entry, Database Management, Excel (Pivot Tables, VLOOKUP),
- Communication: Report Generation, Presentation Skills, Stakeholder Communication, Negotiation, Vendor Management
Accomplishments
- Oversaw a team of 35 employees, with a focus on professional development, resulting in a 10% increase in team productivity.
- Successfully managed the launch of a new product line, ensuring all operations milestones were achieved on time.
- Implemented changes based on customer feedback, leading to a 15% increase in Quality scores for the team.
Awards
- Customer Focus Champion, 2022
- Excellence Award, 2012
Timeline
Office Administrator
Hub Group
09.2023 - 10.2024
Assistant Manager- Operations
CRIF Solutions Pvt Ltd
11.2020 - 07.2023
Team Leader- Quality Control
CRIF Solutions Pvt Ltd
05.2018 - 10.2020
Investigation Specialist
CRIF Solutions Pvt Ltd
12.2016 - 04.2018
Customer Relations Executive
Tech Mahindra Business Process Services
05.2015 - 03.2016
Associate-Ops
WNS Global Services
04.2012 - 12.2012
Bachelor of Commerce - Business Administration
Pune University
05.2001 -
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