Manish Dhoundiyal
Bangalore
Summary
Assistant Operation Manager with extensive background in administration and human resources. Supervise daily operations and organizations. Strong competencies for addressing operational issues and concerns quickly. Determines staffing requirements, work assignments and schedules for new projects. Excellent skills hiring and recruiting to develop high-performing teams.
Overview
7
7
years of professional experience
Work History
Assistant Manager - Operations
Concentrix India Pvt Ltd
3 2015 - 07.2023
- Handle Escalations Chats and Calls if required
- Manage them properly with highest priority and provide resolution as per defined guidelines
- (Sometimes Improvising based on individual chats and retaining the customer) Use existing data to make patterns and audit chats to make better judgement on existing problems and make improvements
- Share continuous improvement plans to make the process better for all team members
- Train and mentor new team members and guide them to upskill and work in line with other experienced team members
- Responsible for Service Delivery and People Management
- (Handling process oriented activities on daily basis with team and leadership) Define KPI's and ensure adherence to them
- Create Road Maps for Project Delivery and collaborate with stake holders for seamless deliverables
- Ensure Client defined quality norms for transaction handling, Client updates and Code of Conduct as laid down by the Client and Organization
- Provide regular & systematic coaching and feedback to the team on performance indicators
- Communicate program and operations management updates to team members
- Communicate departmental and organizational objectives and goals
- Provide root-cause Cause Analysis for escalated chats.
- Collaborated with cross-functional teams to achieve overall business objectives and improve operational performance.
- 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.
Customer Service Rep
Convergys India
01.2013 - 09.2014
- Research and respond to telephone, written inquiries in an Inbound call centre environment to ensure timely resolution of issues
- Consistently provide accurate information to customer inquiries in accordance with company inquiry accuracy standards by organizing and utilizing appropriate tools, resources, internal communications, and training materials
- Serve as a customer advocate by identifying underlying customer needs and guiding them to appropriate programs and resources
- Build rapport by offering information and services beyond the customer's initial inquiry
- Be available to handle member inquiries, answering and documenting all incoming contacts to determine their nature, and respond to complex calls related to specialized product lines or queues
- Effectively diffuse anger, tension, and hostility, within regulatory guidelines, of members expressing concerns.
- Handled customer inquiries and suggestions courteously and professionally.
Product and Process Trainer
Concentrix Pvt Limited
06.2018 - 03.2020
- Delivered high-quality training sessions, leading to increased productivity among team members.
- Created engaging learning experiences by incorporating real-world examples and case studies into the curriculum.
- Collaborated with cross-functional teams for seamless integration of new processes and systems.
- Facilitated post-training evaluations, using feedback gathered to further refine future iterations of course materials and delivery methods.
- Conducted thorough assessments of trainee progress, ensuring timely feedback for performance improvement.
- Developed comprehensive training materials, resulting in improved overall performance among trainees.
- Streamlined training modules for increased trainee comprehension and retention.
- Developed new and improved training programs to fit underserved areas.
Education
Bachelor's degree - Computer Applications
Graphic Era institute on Technology
Associate of Arts - Animation And Special Effects
Maya Academy of Advanced Cinematics
New Delhi, India 04.2001 -
Skills
Key Performance Indicators
Operational Efficiency
Standard Operating Procedures
Productivity Enhancement
Scheduling Management
Service Delivery Management
Customer Engagement
Process Improvement
Project Management
Compliance Monitoring
Staff Training and Development
Performance Tracking
Employmentstatus
Permanent
Personal Information
- Date of Birth: 03/26/1987
- Marital Status: Married
Timeline
Product and Process Trainer
Concentrix Pvt Limited
06.2018 - 03.2020
Customer Service Rep
Convergys India
01.2013 - 09.2014
Associate of Arts - Animation And Special Effects
Maya Academy of Advanced Cinematics
04.2001 -
Assistant Manager - Operations
Concentrix India Pvt Ltd
3 2015 - 07.2023
Bachelor's degree - Computer Applications
Graphic Era institute on Technology