Lokesh B
Bengaluru
Summary
I am seeking a position as an operations Manager in an Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
Overview
15
15
years of professional experience
Work History
Operations - Manager
Teleperformance India
Bengaluru
09.2017 - Current
- Developed and implemented strategic plans to drive the accomplishment of business objectives.
- Process Optimization, identifying opportunities for process improvement, streamlining workflows, and implementing enhancements to boost efficiency and productivity.
- Led and developed teams to enhance performance, fostered a collaborative work environment, and nurtured individual growth.
- Performance Excellence, setting and communicating clear performance goals, providing regular feedback, and conducting evaluations to optimize individual and team outcomes.
- Problem-solving and Solution Implementation, analyzing complex challenges, identifying root causes, and implementing innovative solutions to overcome operational obstacles.
- Collaborated with stakeholders, departments, and teams to align operations, optimize resources, and achieve collective objectives.
- Effective Communication and Relationship Building, cultivating strong relationships with internal and external stakeholders, facilitating transparent communication, and resolving conflicts proactively.
- Data-driven Decision Making, leveraging data analysis and insights to drive informed decision-making, monitoring key performance indicators, and generating comprehensive reports for operational performance evaluation.
Team Leader
Aegis Bpo
Bengaluru
10.2014 - 10.2017
- Successfully handled the automobile customer care operations with a team size of 53 members.
- Ensuring that all customer posts on social media are responded to within 1 hour. Of TAT.
- Held regular monthly RNR meetings to engage with employees
- Ensured timely response to customer emails, meeting the 1-hour deadline. of TAT (Email process)
- Ensuring all customer complaints have been followed up till the closure
- Keeping track of team performance in quality and schedule adherence.
- Implemented effective strategies to decrease both shrinkage and attrition levels within the organization.
Team Leader
Serco Global Services
Bengaluru
12.2013 - 10.2014
- Managing inbound (Nissan & Datsun) & out bound process with the team size of 45 members
- Maintained a positive work environment that promoted collaboration between team members.
- Established clear expectations for employees, providing guidance when needed.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Collaborated with other departments to ensure alignment of goals across teams.
- Managed conflict resolution within the team to maintain a positive work environment.
Team Leader
Grass roots BPO PV Ltd
Bengaluru
12.2012 - 12.2013
Team Leader
Intelenet Global Services PVT Ltd
Bengaluru
01.2010 - 01.2012
Education
Skills
- Contract Management
- Decision-Making
- Project Leadership
- Business Development
- P&L Management
- Customer Retention
- Incidents management
- Operational Efficiency
- Planning and Implementation
- Process improvement strategies
Accomplishments
14 years of Comprehensive BPO experience : Expertise in diverse sectors including E-Commerce , technical support,Telecom, Automobile & Banking sales
- Successfully closed two Six Sigma projects, yielding a significant ~19% increase in customer satisfaction (C-sat) scores and a notable ~15% increase in resolution rate (RR) scores. These achievements resulted in a substantial annualized impact of 35 Lakhs on the organization's(R&P) benefits.
- Implemented CRM to enhance customer data and consistently achieve accuracy.
- Recognized as a best Process Manger twice in the span of 15 Months.
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
Affiliations
• Travel
• Sports
• Music
Personal Information
DOB : 26th Sep 1991
Gender : Male
Martial Status : Married
Nationality : Indian
Timeline
Operations - Manager
Teleperformance India
09.2017 - Current
Team Leader
Aegis Bpo
10.2014 - 10.2017
Team Leader
Serco Global Services
12.2013 - 10.2014
Team Leader
Grass roots BPO PV Ltd
12.2012 - 12.2013
Team Leader
Intelenet Global Services PVT Ltd
01.2010 - 01.2012
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