Manoj Bisht
Deputy Manager Operations
Noida
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen.
Methodical and well-organized in optimizing coverage to meet operational demands.
Excellent interpersonal and communication skills. Dynamic and determined with exceptional leadership qualities.
Friendly Deputy Manager committed to creating a positive work environment through effective mentoring and coaching.
Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
4
4
years of post-secondary education
3
3
Certificates
Work History
Deputy Manager Operation
I Energizer IT Services Ltd
Noida
11.2020 - Current
- Introduced new methods, practices, and systems to reduce turnaround time.
- Evaluated suppliers to maintain cost controls and improve operations.
- Greeted and assisted customers with questions, concerns and purchasing needs.
- Created reports and analyzed and interpreted data.
Deputy Manager Operation
I Energizer it services ltd
03.2013 - 05.2020
- A performance driven professional with 15 years of comprehensive experience gained in the domain of operations management, services delivery and customer service Responsible for the work-force management, strategic planning, workflow, productivity, service levels, quality assurance, continuous improvement, employee retention programs and cline management
- Responsible for performance score, developing and evaluating staff performance, Providing coaching & training to supervisors on handling ground level operations, escalations and floor decorum to maintain a positive and professional experience in all situations
- Exposure to Six Sigma (DMAIC methodology)
- Eliminated functional bottlenecks by streamlining communication channels between management and employees.
- Enhanced supervisory and leadership abilities by working closely with supervisor .
- Analyzed and reported performance data, translating findings into practical improvement actions.
- Assumed senior management workloads in absence of senior reporting to maintain operations continuity.
- Maintained, documented and presented progress reports to leaders.
Team Leader Operation
Digicall teleservices Pvt ltd
03.2012 - 03.2013
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Team Leader Operation
Spice BPO Services Ltd
Noida
05.2010 - 03.2012
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Built strong relationships with customers through positive attitude and attentive response.
Customer Representative
Spice BPO Services Ltd
Noida
07.2008 - 05.2010
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Responded to customer calls and emails to answer questions about products and services.
- Provided customers with updates and periodic statements on service developments and changes in trends.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Data Science - Data Scientist
05.2023 - Current
PGDM - Operations Management
03.2017 - 01.2020
GPA: 49.71%, Operation Management and
Analytics Certified Lean Six Sigma Black Belt Certified on Inventory Management - Quality Control And Safety Technologies
04.2019 - 10.2019
Skills
Strategic planning
Coaching and mentoring
Operations management
Business planning
Performance improvements
Task delegation
Employee performance evaluations
Employee scheduling
Certification
Quality Management foundation
Additional Information
- Awarded for best Team Leader in March, July, November-2011.
- Awarded for Retention Champ of the process in May-2011.
- Awarded for winning KASH(Kya Aap santusht hain)contest in center level.
- Awarded for completion of SEED training on Workplace Behaviour by Ienergizer.
- Awarded for winning Best Manager to achieve CSAT performance, Attrition, Repeat, Social escalations and losses 📉 of quarterly period in GOMMT.
- Appreciated by client to purpose Checker & Maker program which implies to control fraudulent activities and prevent losses in process.
- Appreciated by top management while introducing Project Sadhna which implies to improve Customer satisfaction and reduce Agent error.
Timeline
Intellipaat.com - Data Science , Data Scientist
05.2023 - Current
Deputy Manager Operation - I Energizer IT Services Ltd
11.2020 - Current
Career Enhance Group - Analytics
Certified Lean Six Sigma Black Belt
Certified on Inventory Management, Quality Control And Safety Technologies
04.2019 - 10.2019
IMT Ghaziabad - PGDM, Operations Management
03.2017 - 01.2020
Deputy Manager Operation - I Energizer it services ltd
03.2013 - 05.2020
Team Leader Operation - Digicall teleservices Pvt ltd
03.2012 - 03.2013
Team Leader Operation - Spice BPO Services Ltd
05.2010 - 03.2012
Customer Representative - Spice BPO Services Ltd
07.2008 - 05.2010