Mayur B M
Bangalore
Summary
Aspiring Operations Manager with a strong commitment to streamlining operational workflows and enhancing organizational efficiency. Leveraging a solid foundation in commerce and computer science, I excel at utilizing technology to foster a collaborative work environment. My proven track record in operations leadership, data analysis, and stakeholder management demonstrates my passion for elevating customer experiences while optimizing internal processes, directly impacting P&L performance. Eager to apply my skills in the facilities services industry to support its mission of delivering exceptional administrative services and driving operational excellence.
Overview
8
8
years of professional experience
Work History
Senior Operation Lead
Dunzo Digital Private Limited
03.2022 - Current
- Led a team to ensure efficient and effective adherence to operational processes and procedures
- Provided analytical insights through reporting on operational activities, performance metrics, and customer feedback
- Identifying process inefficiencies or bottlenecks and developing solutions to improve them
- Proactively monitored and addressed customer satisfaction levels to ensure a positive experience
- Managed relationships with external vendors and suppliers in support of operational demands
- Managed and resolved high-level conflicts with customers, vendors, and employees
- Analyzed operations to identify and address underlying issues.
- Maximized team productivity through training, mentoring, and motivation of employees
- Identified areas for improvement and implemented new processes to enhance overall company quality and performance.
Assistant Operations Manager
Dunzo Digital Private Limited
10.2021 - 02.2022
- Analyzing quality control data to identify areas of improvement in product design
- Conducted analyses addressing failure, reliability, or yield improvement
- Developed and implemented process improvement plans to optimize production efficiency
- Performed root cause analysis to investigate user, partner, and suppliers related issues and develop solutions
- Conducted regular performance evaluations for team members and provided feedback on areas of improvement
- Utilized problem-solving skills when faced with challenging situations involving stakeholders or team members.
Senior Operations Executive
Dunzo Digital Private Limited
07.2020 - 09.2021
- Attaining daily level 2 User, Partner escalation via different modes (Fresh chat, Social Media Escalation, WhatsApp & Internal tools)
- Working closely with stakeholders in order to improve Operational Process to create a hassle-free experience for User and the Partners (Delivery Executives)
- Coordinated efforts between departments to ensure effective communication and collaboration across the organization
- Supervised other team players to monitor daily performance and ensure the given task to be completed within a timeframe.
Operations Executive
Dunzo Digital Private Limited
09.2018 - 07.2020
- Handling Level 1 Partner Escalation via Inbound calls
- Based on the task level issues, resolution were being shared
- Taking part in new initiatives with the help of problem-solving skills
- Analyze the defaulting profiles and taking necessary action against multiple partner accounts (Temp/Permanent Blocking, Boot adjustments, etc).
Business Development Executive
Search pointer media solutions (Pvt) ltd
12.2016 - 08.2018
- Assisted customers with product selection, sizing, and styling
- Processed transactions using a point-of-sale system
- Built relationships with customers to encourage repeat business
- Demonstrated product features and benefits for customers' needs
- Attended weekly team meetings to review performance goals and objectives.
Education
Bachelor of Commerce - Accounting And Computer Science
Dayanand Sagar Of Institution
07.2016
Skills
- Proficient in Tableau, Fresh Chat, Google Sheets, Google Docs, Excel
- KPI Tracking
- Waste Management and Reduction
- Customer Service & Stake Holder Management
- Decision-Making & Problem Solving
- Team Management
- Data Analysis
- Leadership
- Communication
- Operational Excellence
- Compliance Management
Accomplishments
- User experience metrics saw a remarkable improvement, decreasing from 6% to just 1.9% across Pan India. Daily complaints were significantly reduced from over 2,000 tickets to 500, showcasing a substantial enhancement in service quality. Operational misses dropped dramatically from 55% to 18%, while rider misses improved from 35% to 15%. Additionally, instances of suspicious activities were halved, decreasing from 10% to 5%. Overall, refunds were reduced by an impressive 30%, highlighting a strong focus on operational efficiency and customer satisfaction.
- Recognized as the Best Performer of the Quarter multiple times during my first two years as an Operations Executive.
- Honored as Captain Contact of the Year 2019 for outstanding contributions to team performance and stakeholder relations during my tenure as an Operations Executive.
- I was featured in the Rewards and Recognition program for successfully achieving organizational targets within three months of my promotion to Assistant Operations Manager.
- I was recognized in the Rewards and Recognition program for achieving organizational targets across Pan India and for leading my team to exceptional performance as Operations Manager.
- I was recognized in the Rewards and Recognition program for significantly improving the refunds process across Pan India.
Hobbies and Interests
- Participating in strategic board games, highlighting analytical thinking and problem-solving skills.
- Volunteering for community cleanup programs, demonstrating commitment to sustainability and service.
Languages
- English
- Telugu
- Kannada
- Hindi
Languages
English
First Language
Hindi
Proficient (C2)
C2
kannada
Proficient (C2)
C2
Telugu
Intermediate (B1)
B1
Tamil
Beginner
A1
Timeline
Senior Operation Lead
Dunzo Digital Private Limited
03.2022 - Current
Assistant Operations Manager
Dunzo Digital Private Limited
10.2021 - 02.2022
Senior Operations Executive
Dunzo Digital Private Limited
07.2020 - 09.2021
Operations Executive
Dunzo Digital Private Limited
09.2018 - 07.2020
Business Development Executive
Search pointer media solutions (Pvt) ltd
12.2016 - 08.2018
Bachelor of Commerce - Accounting And Computer Science
Dayanand Sagar Of Institution
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