Mukul
Sahibabad
Summary
Project Management Professional (PMP - Certification from Simpli Learn), Financial tracking, Client Management, Vendor Management, and E2E Operations. E-commerce, Hospitality, Automobile, and Electronics domain experience for handling the Inbound, Outbound, Chat, Escalation Desk, Ad Sales, E-mail, Seller Management, and a High-Care line of business. Professional Skills - Leadership and Team management, Strategic planning, Project management, Budgeting and Financial oversight, Transition, Communication, Negotiation, and Problem-solving abilities.
Overview
12
12
years of professional experience
Work History
Senior Delivery Manager - Operations
Tech Mahindra
10.2019 - Current
- Ensuring smooth functioning of Inbound, Outbound, Chat & Escalation campaigns as per the signed MSA.
- Leading and managing a team of 1000 + FTE with 70 + support staff from operations.
- Call forecasting and Capacity planning to maintain the service level and R&P for the business.
- Presentation for YBR, QBR & MBR performance which includes comparison, highights, lowlights & way forward for the business.
- Managing the project's monthly financial aspect by tracking EBITDA, Revenue, & Cost Analysis via projections and accruals.
- TL/AM/Manager internal bi-weekly reviews to gauge the team's performance and to offer support.
- Daily check on various variety of process reports prepared by the WFM team.
- Collation, Analysis, and presentation of different data points in a blended form that facilitates the client to get information on different daily business activities.
- Identification of impending issues through continuous data management and judicious reporting them to senior leadership for their further discussion.
- Coordinating with various departments (Quality, Training, CS, IT, Asset, RMG, ISG & HR) to provide a resolution to our client and customers.
- Transition and stakeholder management for a newly assigned project or in the existing business for rampup and ramp-down.
- Creating a high-performing team with proper strategy and planning to implement the action plan on the ground for the best output.
- Upskilling of downliners with the help of regular skip connects and corporate training for their continuous growth in the process.
- Responsible for unearthing new Business opportunities, assuring customer satisfaction with Solution Sales.
- Process improvement and suggestions to upscale the client tools and customer resolution.
- Regular deployment of in-house tools to improve performance with the help of the business transformation.
- Expertise in tailoring immediate and effective action plans and strategies based on current trends and situations
Jr. Engineer to Assistant Manager - Operations
IEnergizer
03.2013 - 10.2019
Education
MBA - Marketing Management and Research
Vinayaka Missions University
Salem, TN01.2015
Spanish - Basic & Intermediate
New Delhi YMCA University
01.2012
10th & 12th -
CBSE Board
Skills
- Leadership and Team management
- Strategic planning
- Project management
- Budgeting and Financial oversight
- Transition
- Communication
- Negotiation
- Problem-solving abilities
Personal Details
- Date of Birth: 11/20/89
- Gender: Male
- Nationality: Indian (Punjabi)
- Marital Status: Married
- Father's Name: Mr. Prem Kumar
Hobbies and Interests
- Cricket
- Listening to Music
- Travelling
Timeline
Senior Delivery Manager - Operations
Tech Mahindra
10.2019 - Current
Jr. Engineer to Assistant Manager - Operations
IEnergizer
03.2013 - 10.2019
Spanish - Basic & Intermediate
New Delhi YMCA University
10th & 12th -
CBSE Board
MBA - Marketing Management and Research
Vinayaka Missions University
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