Maria Watson
Pune
Summary
Motivated Assistant Operations Manager develops and implements operational plans and schedules. Comprehensive understanding of desirable fiscal management and strategic guidance practices. Mindful prioritizer addressing organizational objectives with thorough task-completion roadmaps.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Manager, Operations
Animfoweb
09.2022 - Current
- Worked with Health Care(Insurance, Record Retrieval and Continuity of Patient Care)Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
- Managed daily staff scheduling, ensuring optimal coverage during peak hours while minimizing labor costs.
- Improved client satisfaction rates by closely monitoring service quality and addressing issues promptly.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Collaborated with cross-functional teams to achieve overall business objectives and improve operational performance.
- Spearheaded efforts towards continuous improvement within the department by incorporating feedback from employees at all levels.
- Enhanced operational efficiency by streamlining processes and implementing new systems.
- Identifying leakages and conducted regular audits of departmental procedures to ensure adherence to established guidelines, reducing instances of noncompliance.
Team Lead
Animfoweb
03.2020 - 08.2022
- Results-driven Team Lead – Operations with proven experience in managing cross-functional teams, driving performance metrics, and ensuring operational excellence in a fast-paced service delivery environment.
- Skilled in workforce planning, process optimization, and quality assurance, with a strong focus on meeting client SLAs and enhancing team productivity.
- Experienced in mentoring and developing team members through coaching, performance reviews, and data-driven feedback.
- Adept at stakeholder management, reporting, and implementing process improvements that improve accuracy, efficiency, and customer satisfaction.
- Recognized for strong analytical thinking, effective communication, and a hands-on leadership approach that fosters accountability and team success.
Assistant Manager
Vodafone
08.2017 - 10.2019
- Led cross-functional teams to enhance customer service efficiency and engagement standards.
- Analyzed performance metrics to identify trends, driving strategic decisions for service enhancements.
- Implemented process improvements that streamlined operations and reduced response times.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
Sr. Quality Analyst
Fareportal
04.2015 - 08.2017
- Quality Analyst with proven expertise in monitoring, evaluating, and enhancing process and service quality to meet organizational and client standards.
- Skilled in identifying performance gaps, conducting root cause analysis, and implementing actionable improvement plans to drive accuracy and efficiency.
- Experienced in creating quality reports, calibrations, and feedback sessions to ensure consistency across teams.
- Adept at collaborating with cross-functional stakeholders to maintain compliance, improve customer satisfaction, and strengthen overall operational performance.
Customer Service Associate
Tech Mahindra
07.2012 - 04.2015
- Proactive and persuasive customer service professional with a strong focus on client retention, upselling, and delivering exceptional service experiences.
- Skilled in identifying customer needs, resolving concerns effectively, and providing tailored product or service recommendations to enhance customer satisfaction and loyalty.
- Experienced in meeting and exceeding sales targets through consultative selling and relationship management.
- Adept at handling high-volume inbound and outbound interactions, managing escalations with empathy, and ensuring a seamless customer journey.
Education
B.A - undefined
Pune University
05.2017
HSC - undefined
05.2012
SSC - undefined
05.2009
Skills
Operations Management, Product and service, knowledge, Employee Performance, Evaluations, Cost Reduction, Recruiting and interviewing, Customer Relationship, Management (CRM), Staff Training and, Development, Strategic Planning, Workload Management, Compliance understanding, Project Management, Staff Supervision, task-completion roadmaps
Certification
A3 Certified, highest Organisation level certification.
Timeline
Assistant Manager, Operations
Animfoweb
09.2022 - Current
Team Lead
Animfoweb
03.2020 - 08.2022
Assistant Manager
Vodafone
08.2017 - 10.2019
Sr. Quality Analyst
Fareportal
04.2015 - 08.2017
Customer Service Associate
Tech Mahindra
07.2012 - 04.2015
B.A - undefined
Pune University