Naresh Bhardwaj
Bangalore
Summary
Meticulous senior operations manager with several years of experience building business goals and facilitating achievement. Collaborative leader leveraging employee talent and encouraging autonomy. Deliberate professional with several years of experience following corporate protocol to provide responsible departmental oversight. Devoted leader encouraging collaboration and employee well-being for optimal product innovation. Focused on maximizing resource utilization to support scalable operations and increase bottom-line profitability. Organized and systematic with natural relationship-building and leadership talents.
Overview
10
10
years of professional experience
Work History
Senior Operations Manager - Customer Support
LTIMindtree
Bangalore
01.2023 - Current
- Created reports on key performance indicators to track progress against objectives.
- Collaborated with cross-functional teams to develop process improvements that increased productivity.
- Managed personnel including recruitment, training, scheduling, performance reviews and disciplinary actions.
- Advised senior leadership on potential changes or modifications needed for current processes and procedures.
- Negotiated contracts with vendors for services needed by the organization.
- Resolved conflicts between employees in a timely manner.
- Developed comprehensive plans for emergency situations such as natural disasters or power outages.
- Implemented cost reduction measures without compromising quality standards.
- Maintained up-to-date knowledge of industry trends and best practices related to operations management.
- Analyzed data to identify trends in production output, customer satisfaction levels and labor costs.
- Organized regular meetings with clients to review ongoing projects and discuss new initiatives.
- Provided guidance, support, and mentorship to junior team members.
- Established short- and long-term company goals, policies and procedures, monitoring progress and results.
- Supervised, assisted and coached other operations managers.
- Designed and implemented hiring and training practices for personnel.
- Assigned tasks to staff members based on their skill sets and availability.
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Motivated team members and devised strategies to improve workflow.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used excellent verbal skills to engage clients in conversation and effectively determine needs and requirements.
Asst. Manager Operations & Client Services
24-7 InTouch
Bangalore
12.2021 - 12.2022
- Ensured compliance with safety regulations and company policies.
- Collaborated with management on developing strategic plans for achieving business goals.
- Monitored employee attendance records, timekeeping, and payroll information.
- Maintained up-to-date knowledge of company products and services.
- Supervised daily operations including scheduling shifts, assigning duties.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Resolved conflicts between team members in an effective manner.
- Established processes for monitoring customer satisfaction levels.
- Coordinated with other departments to ensure smooth flow of operations.
Assistant TL and TL Operations & Client Services
Telligent Support LLP
Bangalore
03.2019 - 12.2021
- Managing people and monitoring the day-to-day operations.
- Develop, maintain, and report Key Performance Indicators.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Worked effectively in team environments to make the workplace more productive.
- Perform other duties assigned by manager, such as client reporting (e.g., WBR, MBR, and Attrition projection).
- Identified needs of customers promptly and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
Quality Analyst
Telligent Support LLP
Bangalore
01.2019 - 02.2019
- Implemented corrective actions when necessary to improve overall product quality.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Conducted root cause analysis to investigate the source of problems in production process.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
- Provided thorough documentation on all quality control activities and results.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
Quality Analyst
ZenPower Technologies LLP
Bangalore
04.2018 - 12.2018
- Call quality monitoring helps analyze agent behavior and carry out processes for constructive feedback.
- Provided thorough documentation on all quality control activities and results.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Collaborated with cross-functional teams to develop and implement process improvements.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
- Assisted in the development of Quality Assurance procedures and protocols.
- Implemented corrective actions when necessary to improve overall product quality.
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Conducted root cause analysis to investigate the source of problems in production process.
Sr. Technical Support Executive
ZenPower Technologies LLP
Bangalore
11.2014 - 03.2018
- Resolved customer complaints quickly and efficiently while maintaining high levels of customer satisfaction.
- Suggested improvements for existing systems based on user feedback and research findings.
- Coordinated activities with other departments to ensure effective resolution of customer inquiries.
- Responded promptly to incoming calls related to technical issues.
- Provided technical support to customers, resolving complex issues and escalating when necessary.
- Assisted with the development of internal procedures for providing technical support services.
- Performed troubleshooting on hardware and software applications in a timely manner.
- Managed multiple projects simultaneously while meeting tight deadlines without compromising quality.
- Provided remote technical assistance using remote access tools such as GoToAssist or TeamViewer.
- Collaborated closely with other teams to resolve escalated customer issues quickly.
Education
B.E: MECH -
Alpha College of Engg. (VTU)
Bangalore, Karnataka01.2013
12th Class: PCM -
Beacon English Medium School
Korba, Chhattisgarh01.2009
10th -
Beacon English Medium School
Korba, Chhattisgarh01.2007
Skills
- Team Management
- Process Implementation
- Performance Management
- Data Management
- Client Management & Services
- Business Process improvement
- B2B Sales
- Business Planning
- Operations Management
- Strategic Planning
- Workforce Planning
- KPI Tracking
- Forecasting
- Attention to Detail
- Problem-Solving
- Interpersonal Skills
- Team Collaboration
- Decision-Making
- Analytical Skills
- Continuous Process Improvement
- Time Management
Accomplishments
- Won 1st prize in leadership training.
- Rewarded as best TL for consecutive 2 years in 2019 and 2020. Won multiple awards for high quality and all-round performance by handling various queues.
- Won multiple awards in aptitude tests during school days.
- Won cricket championships in school, college, and at the corporate level.
Timeline
Senior Operations Manager - Customer Support
LTIMindtree
01.2023 - Current
Asst. Manager Operations & Client Services
24-7 InTouch
12.2021 - 12.2022
Assistant TL and TL Operations & Client Services
Telligent Support LLP
03.2019 - 12.2021
Quality Analyst
Telligent Support LLP
01.2019 - 02.2019
Quality Analyst
ZenPower Technologies LLP
04.2018 - 12.2018
Sr. Technical Support Executive
ZenPower Technologies LLP
11.2014 - 03.2018
B.E: MECH -
Alpha College of Engg. (VTU)
12th Class: PCM -
Beacon English Medium School
10th -
Beacon English Medium School
Similar Profiles
MANOJ MMANOJ M
Senior Software Engineer (Managing Position) at LTIMindtreeSenior Software Engineer (Managing Position) at LTIMindtree
Monali MaliMonali Mali
Senior Engineer Cloud and Infra Services at LTIMindtreeSenior Engineer Cloud and Infra Services at LTIMindtree
Suraj Prasad DashSuraj Prasad Dash
Senior Specialist - Quality Engineering at LTIMindtreeSenior Specialist - Quality Engineering at LTIMindtree
Amanjot KaurAmanjot Kaur
Senior Specialist at LTIMindtreeSenior Specialist at LTIMindtree
Muskan JainMuskan Jain
Associate – Bid Management at Subex Ltd.Associate – Bid Management at Subex Ltd.