Nidhi Gulati
Lucknow
Summary
Exceptional Operations Manager focused on successful team building and operational improvements. Reliable team player committed to building high-performing teams. Proactive and hardworking individual focused on continuous operational improvement.
Overview
15
15
years of professional experience
Work History
Operations Manager (SNO)
Swiggy
09.2020 - 01.2024
- Hiring with DNS alignment.
- Developed and maintained relationships with external vendors and suppliers.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Team Leader – Non Voice (Chat)
Swiggy
11.2017 - 08.2020
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Team Leader – Call Centre
PORTER
09.2016 - 07.2017
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
Team Leader - Operations
HELPCHAT
06.2015 - 05.2016
- Devised and implemented processes and procedures to streamline operations.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Process Champion
Mercer India. Gurgaon
09.2008 - 02.2014
- Provided primary customer support to internal and external customers.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed customer service policies and procedures to meet and exceed industry service standards.
Education
Bachelor of Arts - Hindi
Kanpur University
Kanpur, India03.2003
Skills
- Customer Service
- Workflow Optimization
- Performance Reporting
- Inventory Management
- Process Improvement
- Performance Monitoring
- Performance Management
- Sourcing
- Logistic
Personal Information
Date of Birth: 09/28/81
Timeline
Operations Manager (SNO)
Swiggy
09.2020 - 01.2024
Team Leader – Non Voice (Chat)
Swiggy
11.2017 - 08.2020
Team Leader – Call Centre
PORTER
09.2016 - 07.2017
Team Leader - Operations
HELPCHAT
06.2015 - 05.2016
Process Champion
Mercer India. Gurgaon
09.2008 - 02.2014
Bachelor of Arts - Hindi
Kanpur University
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