Summary
Overview
Work History
Education
Skills
Personal Details
Hobbies and Interests
Timeline
Generic

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, TN
01.2015

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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Mukul