Driving and Exploring places, especially in Monsoon
Mayur Adisare
Operations Manager
Pune
Summary
Accomplished Operations Manager with a proven track record at Bigbasket IRCPL, enhancing operational efficiency and customer satisfaction through strategic planning and process improvement. Skilled in P&L Management and fostering employee relations, I've significantly contributed to business growth and profitability by implementing innovative strategies and optimizing workflows. The exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
15
15
years of professional experience
Work History
Operations Manager
Bigbasket IRCPL
Pune
10.2019 - 08.2024
- Managing Pune center with a headcount of 237 people, along with 38 support staff from all departments with Inbound, Outbound, Email, and Messaging service (Operations, HR, Admin, Quality, Training). Team reviews, discussions, and initiatives to drive KPIs.
- Mainly focused on customer-centricity approach, drive Metrix with a positive approach towards customer satisfaction.
- Planning and forecasting manpower based on the volume trend.
- Prepare and complete action plans, implement production, productivity, quality, and customer service standards, resolve problems, complete audits, identify trends, forecast requirements, prepare an annual budget, schedule expenditures, analyze variances, and initiate corrective actions. Maintain a happy and healthy work environment by establishing, following, and enforcing standards and procedures; complying with companies' regulations.
- Established positive and effective communication among employees and organization leadership, reducing miscommunications and missed deadlines.
- Devised processes to boost long-term business success and increase profit levels.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help company evolve and grow.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture, or overall business strategy.
- Led hiring, onboarding, and training of new hires to fulfill business requirements.
- Increased profit by streamlining operations, implementing business strategies, increasing revenue, and effectively targeting new markets.
- Observed each employee's individual strengths and initiated a mentoring program to improve areas of weakness.
Assistant Manager of Operations
Tech Mahindra
03.2018 - 10.2019
- Was responsible for the email and chat process of Idea Vodafone (Telecom Business).
- Email communication TAT, Driving NPS, Customer Escalation, Appellate desk, client interaction, and customer interaction were the primary focus areas.
- Driven multiple projects to enhance customer satisfaction, process improvement, and stabilize KPIs with positive numbers.
- Client interaction for billing preparations, invoice creation, getting billing cleared from client end for all 22 cities.
- Managed purchasing, sales, marketing, and customer account operations efficiently.
- Implemented business strategies, increasing revenue.
Assistant Manager Of Operations
Bigbasket IRCPL
Pune
05.2016 - 03.2018
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates, and facilitate open communication
- Taught employees how to collaborate on daily job tasks and achieve service targets
- Introduced new methods, practices, and systems to reduce turnaround time
- Enhanced employee management by developing schedules, tracking time, and administering payroll
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer
- Monitored employee productivity and optimized procedures to reduce costs.
Assistant Manager
Digicall Teleservices Private
Pune
10.2012 - 05.2016
- Successfully managed the Videocon D2H process, interacting with customers to address their service-related concerns and effectively selling HD and STB products. (Sales)
- Our team consistently met and exceeded our sales targets.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Communicated KPIs outlined in the annual plan to inform employees of expectations and deliverables.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Assisted in recruitment to build a team of top performers.
- Evaluated staff performance and provided coaching to address inefficiencies.
Team Leader
Aditya Birla Minacs
11.2011 - 9 2012
- I was handling a team size of 38 people at night, managing their performance based on given KPIs.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Customer Service Representative
Aegis BPO
03.2009 - 09.2011
- I was handling Telecom process of TATA Indicom and TATA DOCOMO
- Processed customer service orders promptly to increase customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
Education
Skills
- P&L Management
- Customer Service
- Strategic Planning
- Employee relations and conflict resolution
Teamwork and Collaboration
Problem-Solving
Quality Improvement
Client Service
People Management
Call Center Operations
Conflict Resolution
Sales expertise
Multitasking Abilities
Accomplishments
- Known as people manager – Good people handing and motivational skill.
- Process analytical & reasoning skills – Customer service orientation and high energy level.
- Aggressive go getter in operations & target achievements. – Ability to negotiate with clients in respects to project exaction.
- Rewarded as “Extra Mile” performer in IRCPL for the hard work and achievement that has done in Bigbasket.
- Rewarded with POB (Pursuit of Excellence) award in Tech Mahindra.
- Rewarded as “ Best Team Manager” in Videocon D2H process for “TOP Selling”
Interests
Exploring new places
Mostly historical places
Timeline
Operations Manager
Bigbasket IRCPL
10.2019 - 08.2024
Assistant Manager of Operations
Tech Mahindra
03.2018 - 10.2019
Assistant Manager Of Operations
Bigbasket IRCPL
05.2016 - 03.2018
Assistant Manager
Digicall Teleservices Private
10.2012 - 05.2016
Team Leader
Aditya Birla Minacs
11.2011 - 9 2012
Customer Service Representative
Aegis BPO
03.2009 - 09.2011
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