M. Sravan Kumar
Assistant Manager Operations
Gurugram
Summary
Productive employee with proven track record of successful project Management and producing quality outcomes through leadership and team motivation. Works with clients to determine requirements and provide excellent service Trustworthy with 9+ years of practical experience and dedicated work ethic. Self-motivated to consistently provide first-class results in line with stringent targets and deadlines.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Assistant Manager - Operations
StarTek Global PVT LTD
Gurugram
11.2022 - 08.2023
- Handling call center operations with 3 Team leader with overall 60 associates
- Handling the new channel of Airtel – Airtel IR(international)
- Analyzing inbound reports and maximizing the staff to meet desired service levels
- Managing the team and supervise the operations activities ensuring there is no compliance issue as per TRAI
- Managing to meet the billing on every month without any exceptions
- Taking reviews for team leaders and sharing the glide path to meet the MTD targets
- Allocating the new resources prior as per the volume trends to manage the flow to avoid billing issues
- Supervising the team to ensure it exceed customer expectations in terms of accuracy, efficiency, courtesy and professionalism
- Arranging trainings to staff and their respective team members on operating procedures, customer service, technical and product knowledge
- Analyze the data to evaluate overall team performance
- Developed and implemented actions plans for meeting monthly/Quarterly performance goals
- Coached front line staff to ensure center performance were met
- Work closely with supervisors to ensure individual/team performance expectations are met
- Work with HR in getting back fill positions posted through applicant and reviewing all applications and conducting interviews
- Handling high end escalations and taking follow up with teams to ensure customer issues areresolved
- Finalized with payroll and make sure billable hours are submitted accurately without any exception
- Monitored employee productivity and optimized procedures to reduce costs.
- Supervised operations team to support operational excellence and excellent customer service.
- Monitored key performance metrics to identify areas for improvement.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Monitored inventory and approved reorders of stock to secure necessary resources and meet customer demand.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Assistant Manager
IDBI Intech LTD
06.2020 - 06.2022
- Handling call center operations with 6 Team leader with overall 150 associates
- Analyzing inbound reports and maximizing the staff to meet desired service levels
- Manage and supervise the operations activities ensuring compliance with the bank’s policies and procedures and government regulations
- Ensure Skill receives a satisfactory rating on internal audits
- Supervising the team to ensure it exceed customer expectations in terms of accuracy, efficiency, courtesy and professionalism
- Arranging trainings to staff and their respective team members on operating procedures, customer service, technical and product knowledge
- Supervising the team on daily activities to ensure minimal operation losses
- Allocating manpower and other resources to analyze activities of the branch to develop optimum efficiency and productivity in the operation processes and customer service
- Ensure that customer queries and complaints are managed professionally and effectively, responded in a timely manner and maintained at a minimum level
- Handling high end escalations to resolve the customer issues on priority
- Managing three Queues (Inbound, Collections & Email) with 150 associates
- Conducting Weekly/Monthly reviews with team members and set a way forward to team to achieve desired operational targets
- Analyze the data to evaluate overall team performance
- Developed and implemented actions plans for meeting monthly/Quarterly performance goals
- Coached front line staff to ensure center performance were met
- Work closely with supervisors to ensure individual/team performance expectations are met
- Work with HR in getting back fill positions posted through applicant and reviewing all applications and conducting interviews
- Finalized with payroll and make sure login hours are submitted accurately
Senior Operations Team Leader
Shri Ram Life Insurance Company Ltd
Hyderabad
12.2018 - 09.2019
- Digital Business
- Associated with Shriram Life Insurance from 27th
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Motivated and trained employees to maximize team productivity.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Compiled training materials for new employees and tracked skill development.
- Managed internal operational standards and productivity targets.
- Tracked company equipment, tools and technology to manage inventory.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Documented transactions, orders and expenditures to gather sales data and forecast financial needs.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reduced operational risks while organizing data to forecast performance trends.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Operations Team Leader
Conneqt Business Service Limited
Hyderabad
12.2013 - 12.2018
- Sales and retentions in Digital Marketing
- Handling the team size of 65 and ensure all the agents will achieve their KPI targets
- Handles customer query/complaint calls
- Generating revenue on new policies/renewals
- Handling cross selling for existing customers and coordinating with branch managers and branch executives
- Retaining policy cancellation from customers
- Visiting as FOS lead for any customer F2F interactions
- Over 9 months of experience as a Team Leader role for sales process in Shriram Life Insurance
- Company in Digital Marketing (27th
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- 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.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Collected, arranged, and input information into database system.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Promoted high standerds through personal example to help each member understand expected behavious and standards.
- Reviewed, implemented and updated company records related to team activities for future reference.
- Held weekly team meetings to inform team members on company news and updates.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Oversaw Size workload and consistently achieved productivity targets.
- Trained, coached and managed Number-person team of Type and Type professionals.
- Adhered to applicable guidelines and requirements, and assisted team in doing same.
- Maintained team compliance with company standards, safety practices and regulatory and environmental requirements.
- Improved team efficiency and productivity by restructuring workflow and managing assignments.
- Set schedules and oversaw daily workflow.
- Contributed to interviewing process and made new hire recommendations.
- Helped set and manage objectives for quality, productivity and compliance.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Motivated and trained employees to maximize team productivity.
- Managed internal operational standards and productivity targets.
- Compiled training materials for new employees and tracked skill development.
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Negotiated with distributors to find quality products and best prices.
Education
S.S.C - undefined
Board of Secondary
Intermediate -
New Vision Jr College (Board of Intermediate)
Hyderabad B.Sc Computer Science - MECs
Osmania University Hyderabad
Hyderabad 06.2010 - 04.2013
Skills
Amount of counseling, coaching and training, and encourages personal developmentIn-depth experience on monitoring and goal setting along with problem solvingStrong comprehension skills and solutions focusedRecognized in delivering on commitments and ensures actions are consistentAbility to adapt and excel in challenging and competitive environmentsTechnical SkillsProficient inMicrosoft word, PowerPoint, excel and outlook
Project Management
Project Management
Team Building
Training and mentoring
Scheduling
Coaching and mentoring
Employee reviews
Effective leader
Inventory management
Staff training/development
Product development
Employee scheduling
Cost analysis and savings
Purchasing and planning
Accomplishments
- Achieved Result by completing Task with accuracy and efficiency.
- Resolved product issue through consumer testing.
- Supervised team of Number staff members.
- Documented and resolved Issue which led to Results.
- Collaborated with team of Number in the development of Project name.
- Achieved Result through effectively helping with Task.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Assistant Manager - Operations
StarTek Global PVT LTD
11.2022 - 08.2023
Assistant Manager
IDBI Intech LTD
06.2020 - 06.2022
Senior Operations Team Leader
Shri Ram Life Insurance Company Ltd
12.2018 - 09.2019
Operations Team Leader
Conneqt Business Service Limited
12.2013 - 12.2018
B.Sc Computer Science - MECs
Osmania University Hyderabad
06.2010 - 04.2013
S.S.C - undefined
Board of Secondary
Intermediate -
New Vision Jr College (Board of Intermediate)