ABHAY S THAKUR
Operation & Process Excellence
Hyderabad
Summary
Experienced Operations Manager and skilled leader with 14 years of expertise in leveraging outstanding planning and problem-solving skills to enhance business strategies and daily operations. A results-oriented professional known for fostering team development, refining processes, and boosting productivity. Possesses a strong grasp of industry trends, exceptional communication abilities, and a keen eye for identifying areas needing improvement, along with a strategic approach to implementing effective changes.
Overview
15
15
years of professional experience
4
4
Certification
Work History
Operation Manager
GoHighlevel
Texas
10.2024 - Current
- Directed cross-functional teams to successfully implement process improvement initiatives, leading to more efficient operations.
- Guided team members in enhancing their skills and progressing in their careers within the organization.
- Integrated new technologies to boost operational efficiency and elevate the overall customer experience.
- Organized staffing schedules to optimize resource allocation during peak periods while maintaining high service quality.
- Refined operational processes to enhance efficiency and improve customer experiences.
Manager Operation
AWS (Amazon Web Services)
Bangalore
11.2022 - 10.2024
- Overseeing the daily operations of the shift, ensuring proper staffing and adherence to SLA commitments.
- Recognizing and removing obstacles to enhance accuracy, productivity, and quality.
- Leading the Process Improvement team - Assisting in reviewing submitted ideas, calculating ROI, and assessing throughput percentage.
- Communicating policies to team members and serving as the primary source of information; following up to ensure compliance and consistency; taking necessary corrective actions and documenting both the issues and the steps taken.
- Taking ownership of performance metrics alongside the team, including implementing a Quality Assurance program to drive meaningful improvements.
- Enable CS Survey on Chat Portal: By enhancing the customer survey response rate through the chat portal, this feature has significantly improved customer experience and services, resulting in an approximate 10% increase in responses.
- Knowledge Content / FAQ Docs Implementation in Console on Active Service: The automation implemented in the console has positively impacted operations, saving an average of around 600 hours each month.
- New Feature Option - Bulk Billing Waive Off: We have identified and activated the bulk waiver feature within the tool, which streamlines the process for associates by eliminating the need for manual data entry. Associates can now select all invoices that require waiving or refunds at once to fulfill requests. This year alone, approximately 2,600 hours have been saved.
- New HC Dashboard (Efficiency): The New HC Dashboard provides specific insights that allow the Operations team to access data quickly and efficiently, minimizing time spent on data retrieval.
Manager Ops, Quality & Excellence
Genpact
Hyderabad
08.2017 - 07.2022
- Supervise the daily operations of the customer experience team, ensuring oversight of call volume, managing escalations, and confirming that service level agreements (SLAs) are met.
- Performance Monitoring - Track and analyze key metrics such as Average Handling Time (AHT), Quality Scores (QS), and Net Promoter Scores (NPS). Prepare and distribute regular reports and data insights to pinpoint areas for improvement and implement strategies to boost performance.
- Collaborate with various internal departments to identify and eliminate inefficiencies in processes, procedures, and tools, while developing solutions to enhance the customer experience.
- Enhance the customer base through proactive management of team strategies, including weekly and monthly client business reviews focusing on performance and projects.
- Adhere to applicable standards, policies, and regulatory guidelines to foster a safe working environment.
- Shadow and observe managers to gain a deeper understanding of effective management practices and procedures.
- Streamlined the reporting structure across all locations through the GCC, resulting in a project impact of $270K.
- Improved TNPS customer experience for the India Messaging channel and Region, with a baseline impact of $480K.
- Successfully transitioned key operations to Professional Web Services (PWS), assisting over 800 small and medium-sized businesses in getting online by designing their websites and providing end-to-end product maintenance.
- As Manager of Quality & Excellence, designed upgrade paths that included requested functionalities and performance enhancements.
- As Project Coordinator, closely monitored project status and goals using online internal tools.
- Developed training content on communication, soft skills, and quality frameworks, cultivating a loyal and highly skilled team.
Process Associate & Developer
Genpact
Hyderabad
11.2013 - 08.2017
- Lean Six Sigma Project: Developed an escalation and social media desk to enhance customer experience.
- Troubleshooting: Focused on an internet domain registrar and web hosting company, addressing domain and website-related challenges.
- Account Management: Successfully established and secured long-term accounts by providing recommendations to boost brand effectiveness and highlight product benefits, leading to a significant increase in referrals.
System Admin
Autofin LTD Maruti Suzuki
Hyderabad
02.2011 - 04.2013
- Troubleshooting: Addressed system and network-related issues, enhancing system security and performance through proactive adjustments.
- Development and Testing: Evaluated the installation of applications and software for the entire company.
- Reporting: Generated detailed reports highlighting performance metrics, costs, and downtime challenges.
- Mentorship and Improvement: Streamlined job tasks while mentoring junior team members on best practices and standards. Established, optimized, and managed network equipment.
Education
Bsc - Computers
All India Institute of Science & Research
01.2010
Diploma -
All India Institute of Technology
01.2007
Secondary School of Education - Schooling
01.2003
Skills
- Excellent Communication
- Complex problem solver
- Customer-facing Leadership
- Operational Improvement
- Data analysis & Critical Thinking
- Organization and Time Management
Certification
- Certified Six Sigma Black & Green Belt
- CSM - Certified Scrum Master
- AWS Cloud Practitioner (cloud quest)
- Certified SaaS admin Highlevel
Productive Tools
- SaaS Admin Highlevel
- Agile Methodology
- Tableau
- MS Project
- Excel
- PowerPoint
- CRM
- Power BI
Timeline
Operation Manager
GoHighlevel
10.2024 - Current
Manager Operation
AWS (Amazon Web Services)
11.2022 - 10.2024
Manager Ops, Quality & Excellence
Genpact
08.2017 - 07.2022
Process Associate & Developer
Genpact
11.2013 - 08.2017
System Admin
Autofin LTD Maruti Suzuki
02.2011 - 04.2013
Secondary School of Education - Schooling
Diploma -
All India Institute of Technology
Bsc - Computers
All India Institute of Science & Research