Naresh Asopa
Bangalore,Karnataka
Summary
Excellence-oriented customer services professional with 15+ years of experience in Customer Service, Contact Center, and Process Management. Proficient in building strategies to strengthen operations, create world-class service organizations, and improve customer experience. Adept in Operations, Quality, Training and Vendor Management. Skilled in resource planning, VoC analysis, and employee engagement to drive efficiency and satisfaction.
Overview
20
20
years of professional experience
Work History
Sr Manager Operations
Gameskraft Technologies Pvt Ltd
Bangalore, Karnataka
05.2023 - Current
- Designed and executed new performance management frameworks, improving transparency and team accountability.
- Spearhead the CX Email team, implementing strategies that improved resolution times by 25%.
- Partnered with cross-functional teams to streamline workflows, aligning customer service goals with broader business objectives.
- Conducted research to understand customer behavior and preferences.
- Build a streamlined customer experience across all departments and touchpoints.
- Develop and track Key Performance Indicators (KPIs) to measure the effectiveness of customer experience initiatives.
- Conducted comprehensive internal process audits to maintain strict adherence to organizational guidelines.
Sr. Manager Operations
Zoomcar India Pvt Ltd
Bangalore, Karnataka
02.2022 - 04.2023
- Optimized organizational operations and facilitated decision-making by examining problem-solving concepts, including quantitative methods and techniques.
- Designed and analyzed internal reporting systems and procedures for CX.
- Putting in place a framework that works for the BPO partner. Executing a vision that enables BPO to meet the short and long term needs of the business at scale.
- End to End Third Party Management, providing call center services to the company, including regular individual reviews, training, performance management.
- Managing business relationships with multiple vendors, creating network of key contacts from senior executives to account management level to understand capabilities and competencies of vendors to make right business decisions.
Manager of Operations
Vaco Binary Semantics LLP
Gurugram, Harayana
07.2020 - 11.2021
- Managing GPAY Merchant onboarding as part of the central Team.
- Looking after the supply of adequate resource and materials available with the Field team.
- To partner with stakeholders to drive cost and change management in alignment with client's strategy.
- To conduct internal process audits & reviews for ensuring strict adherence towards set parameters/guidelines.
Manager Partner Support
Swiggy
02.2019 - 03.2020
- Developed and executed a comprehensive vision to enable BPO operations to meet both short- and long-term business objectives at scale.
- Partnered with business stakeholders to standardize and scale key processes, driving business growth by refining operational efficiencies and enhancing quality standards.
- Collaborated with internal and external partners to understand business challenges and design innovative customer experience solutions.
- Strengthened performance tracking and analysis frameworks to inform tactical and strategic decision-making, contributing to improved organizational outcomes.
- Worked with cross-functional teams to resolve customer concerns efficiently, delivering superior customer experiences and fostering brand loyalty.
Sr. Manager Operations
Teleperformance
Jaipur, Rajasthan
08.2017 - 02.2019
- Strengthened tracking and analysis frameworks to support both tactical and strategic company objectives, leading to improved decision-making.
- Established, enforced, and refined internal policies to maintain operational efficiency and responsiveness to organizational demands.
- Provided clear direction to the customer service team, ensuring alignment with daily operational goals and long-term strategies.
- Worked closely with senior management and peers to develop and execute company-wide strategic plans.
- Ensured transparency and focus around priorities and objectives across functional areas, driving alignment and efficiency.
- Achieved recognition as Best Partner 4 times and secured Top 3 rankings 6 times in Pan India Client Partner evaluations.
Centre Manager
RuralShores Business Services Pvt Ltd
06.2012 - 03.2017
- Played a pivotal role in setting up three new centers at Chand (MP), Barmer (Raj), and Jobner (Raj), driving operational readiness and efficiency.
- Conducted thorough business planning, forecasting, and revenue potential assessments to identify growth opportunities.
- Analyzed client needs to ensure seamless execution of services while meeting all Service Level Agreement (SLA) parameters.
- Fostered a positive work environment that enhanced team motivation and productivity.
- Built strong relationships with local government bodies, fostering business and social collaboration.
- Established and managed both short- and long-term budgets aligned with corporate objectives, achieving targeted business outcomes.
- Directed Profit and Loss (P&L) management to ensure financial sustainability and growth for the centers.
Operation Manager
Spanco BPO Services
Kolkata, West Bengal
01.2011 - 06.2012
- Ensured adherence to Service Level Agreements (SLAs) by implementing proactive monitoring and corrective measures.
- Set clear performance benchmarks across all team levels, including Assistant Managers, Team Leaders, and Agents, fostering accountability.
- Tracked and analyzed performance metrics to identify gaps, developing and executing corrective action plans as needed.
- Diagnosed causes of SLA non-achievement and devised solutions to drive consistent improvement.
- Oversaw individual and team performance through structured management techniques, career planning strategies, and knowledge-sharing initiatives.
- Conducted comprehensive trend analyses using MIS data to identify deficiencies and recommend actionable solutions, ensuring robust process maintenance.
Assistant Manager Operations
FirstSource Services Ltd
Kolkata, West Bengal
11.2008 - 01.2011
- Managed and motivated a team of 140 call center executives and 7 team leaders, ensuring high levels of customer service and satisfaction.
- Supported the Senior Manager - Operations in planning, organizing, and achieving production goals and targets.
- Coordinated with the training and quality teams to align efforts with process requirements, driving consistency and efficiency.
Team Leader
Aegis BPO services
Kolkata, West Bengal
11.2005 - 10.2008
- Led a team of 22 customer service professionals, ensuring high performance and seamless operations.
- Consistently met and exceeded Key Result Areas (KRAs), earning multiple recognitions for outstanding performance.
- Provided mentoring, coaching, and training to team members, enabling them to achieve their KRAs and advance to higher roles successfully.
Education
Bachelor of Commerce - B.Com -
Dr. C. V. Raman University
03.2016
Skills
- Leadership & Strategy: Operations planning, customer experience design, team management
- Operational Excellence: Process improvement, SLA compliance, transformation projects
- Vendor Management: Cross-functional collaboration, stakeholder engagement
- Data-Driven Insights: Analytics, KPI tracking, decision-making frameworks
- Technical Tools: CRM platforms, reporting systems, digitization tools
Websites
Languages
English
Hindi
Bengali
Timeline
Sr Manager Operations
Gameskraft Technologies Pvt Ltd
05.2023 - Current
Sr. Manager Operations
Zoomcar India Pvt Ltd
02.2022 - 04.2023
Manager of Operations
Vaco Binary Semantics LLP
07.2020 - 11.2021
Manager Partner Support
Swiggy
02.2019 - 03.2020
Sr. Manager Operations
Teleperformance
08.2017 - 02.2019
Centre Manager
RuralShores Business Services Pvt Ltd
06.2012 - 03.2017
Operation Manager
Spanco BPO Services
01.2011 - 06.2012
Assistant Manager Operations
FirstSource Services Ltd
11.2008 - 01.2011
Team Leader
Aegis BPO services
11.2005 - 10.2008
Bachelor of Commerce - B.Com -
Dr. C. V. Raman University
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