Summary
Overview
Work History
Education
Skills
Careeraspiration
Recognitions
Behavioralcharacteristics
Personal Information
Languages
Disclaimer
Job Profile
Timeline
Generic

Manmohan Arora

Gurgaon

Summary

Knowledgeable professional with several years of experience bringing planning and problem-solving abilities. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.

Overview

11
11
years of professional experience

Work History

Assistant Operations Manager

Weavings (Client: CallTraders & Maders Digital)
Gurgaon
09.2022 - Current
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Monitored and improved theefficiency of processes, team performance, and customer service.
  • Developed key performance indicators to measure theeffectiveness of operational processes.
  • Managed staffing needs through recruitment, selection, onboarding and training, anddisciplinary action as necessary.
  • Assessed employee development needs and provided feedback on their progress toward meeting goals.
  • Analyzed large datasets to identify trends, patterns, and correlations for business insights.

Business Analyst/Customer Relationship Manager

SuperPlum
Noida
02.2020 - 09.2022
  • Handle all customer issues, complaints, and inquiries.
  • Reviewing the payment processing status, promotion of new products, sharing required reports, and data management.
  • Connecting with new logistic vendors and onboarding them.
  • Conducted market research to identify potential opportunities for new product development.
  • Analyzed customer data to determine trends in purchasing behavior.
  • Performed cost-benefit analysis of proposed changes to business processes.

Senior Executive

Cognizant Technologies Solutions LTD
09.2016 - 01.2020
  • Fixing the GMB accounts of customers linked with adwords, making sure account health is above 90%
  • Maintaining daily reports and sharing them with team leads, SMEs and Quality reviewers
  • Handling the team as a Mentor when required
  • Keeping trix (final sheet shared with client) updated in a manner that is required
  • Rolling out updates to the teams
  • Auditing cases processed as a temporary QR (Quality reviewer)
  • Actively handled the MIS role for the team to maintain the reporting part of India and US teams
  • Awarded as an 'Ace of rookies' four times for supporting the team as and when required in the process and assisting in maintaining data of allocation
  • Received a GOLD certificate for MIS reporting

Process Associate

Royal Bank of Scotland Business Services Pvt. Ltd.
07.2013 - 09.2016
  • Handling operations for Citizen Co-operative Bank of the United States (US), back-end part for the request bank's staff receive on the front end
  • Supporting the team in case of absence of any SME / team lead
  • Preparing daily and weekly Allocations and sending the same to clients/internal leaders
  • Validating and doing the internal QC of transactions done by other team members
  • Meeting the daily SLA's on time
  • Training new team members in different processes of US operations
  • Reviewing the count of cases processed & QC'ed and ensures that the work done is according to process & as per SLA
  • Takes corrective action if the work is not done properly or in case of any discrepancy
  • Received Spot ovations five times for giving quantifiable workouts in my process and supporting the team whenever required

Education

PGDM - Marketing

Jaipur National University
01.2017

B. COM (Honours) -

Delhi University
01.2013

Sr. Secondary -

CBSE Board
01.2010

Higher Secondary -

CBSE Board
01.2008

Skills

  • Ms Office - Ms Word & Ms Excel
  • Basic knowledge of data management tools like Power BI & Redash
  • Dialer: Convoso
  • Call Routing platform: Ringba
  • Operational planning
  • Scheduling and Coordination
  • Customer Engagement
  • Performance Tracking

Careeraspiration

Aim to be associated with a progressive organization that gives me scope to update my knowledge and skills in accordance with cutting edge technologies and be a part of a team that dynamically works towards the organization goals and gains satisfaction thereof.

Recognitions

  • RBS, Received Spot ovations five times for giving quantifiable workouts in my process and supporting the team whenever required.
  • Cognizant, Awarded as an 'Ace of rookies' four times for supporting the team as and when required in the process and assisting in maintaining data of allocation., Received a GOLD certificate for MIS reporting.

Behavioralcharacteristics

  • Commitment to quality and results
  • Responsible
  • Sincere in attitude
  • Quick Learner - Open to learn new things
  • Flexible with shift timings.
  • Proactive

Personal Information

  • Father's Name: Mr Bharat Bhushan Arora
  • Date of Birth: 13 February 1992
  • Marital Status: Married

Languages

  • Hindi
  • English

Disclaimer

I hereby declare that the above details are true to the best of my knowledge and that I'll do my best for the good of the organization.

Job Profile

My role begins with managing day-to-day business operational decisions to ensure smooth operations. This includes addressing call center queries, building and maintaining business relationships, and overseeing data management. I also focus on analyzing business data to develop future strategies, engaging in forecast planning, and observing business trends to optimize regular activities and drive growth.

Timeline

Assistant Operations Manager

Weavings (Client: CallTraders & Maders Digital)
09.2022 - Current

Business Analyst/Customer Relationship Manager

SuperPlum
02.2020 - 09.2022

Senior Executive

Cognizant Technologies Solutions LTD
09.2016 - 01.2020

Process Associate

Royal Bank of Scotland Business Services Pvt. Ltd.
07.2013 - 09.2016

PGDM - Marketing

Jaipur National University

B. COM (Honours) -

Delhi University

Sr. Secondary -

CBSE Board

Higher Secondary -

CBSE Board
Manmohan Arora