Nikhil Kaithi
Senior operation manger
Ahmedabad
Summary
A skilled and effective customer service professional with over 6years experience. Proven track record in resolving and reducing customer complaints and meeting customer service level agreements. Respected builder and leader of customer-focused teams; in still a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and operations policies.
Operations professional with comprehensive background in streamlining processes and driving operational excellence. Known for fostering collaborative team environment and consistently achieving organizational objectives. Reliable and adaptable, bringing strong analytical and problem-solving skills to table.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
Work History
Sr. Operations Manager
Esmsys Pvt.Ltd
06.2016 - Current
- Manage team of approximate of 50 people that all key metrics of performance as per SLA are met and exceeded
- Working with US civil surgeons and lawyers for US immigration process and also working with Banking sectors process
- Manage team performance and responsible for overall development of team
- Manage and strengthen Client Relationship
- Handle escalated customer calls and guide/assist agents to take calls in premium queue and use of customer service tools
- Works with operations Manager on maintaining department expense budgets in accordance with planned workload
- Develop, maintain, trend and report key performance indicators
- Ensure effective management both in terms of business objectives and personal and professional development of direct reports
- Drives continuous performance improvement for business results
- Establish action plans for improvement
- Leads and direct workforce in problem identification, problem solving and implementing continuous improvement measures
- Operate as key contributor to team to set standard work, audit standard work and improve standard work while problem solving and tracking
- Provide feedback on employee and/or team performance to supervisor and/or manager
- Manage team workload distribution and structure to ensure consistent good performance
- Consistently and effectively implement performance management process as leadership tool to help employees maximize their performance
- Responsible for day to day functioning/administrative work including production floor management
- Ensuring shrinkage and attrition would be under given target
- Review with Assistant Manager weekly basis on performance & providing plan of action based on performance for every week
Sr. Customer Delight Executive
Serendipity Info labs Pvt. Ltd
01.2014 - 01.2016
- Provide complete details of product as per customer requirement, capture same in application
- Understanding customers issue and handle accordingly, also ensure it customer get resolution of issues by discussing with concern department
- Good knowledge of product and quality
Sr. Customer Delight Executive
Hinduja Global Solution
01.2011 - 01.2012
- Responded to customer inquiries requests; resolved issues efficiently and professionally
- Provided effective and timely resolutions of a range of customer inquiries
- Completed required trainings to not only stay current on new/existing systems, products and services, but to also maintain proficiency on company values and organizational requirements
- Built and retained customer loyalty through timely and effective one call resolution; increased revenue through the execution of various sales initiatives
- Met and exceeded department productivity and quality standards
Education
B.Com -
Ambedkar University
06.2017 - 06.2020
Board of Intermediate - undefined
10TH - undefined
Board of Secondary
Skills
Customer Service
Personal Information
- Gender: Male
- Marital Status: Unmarried
Timeline
B.Com -
Ambedkar University
06.2017 - 06.2020
Sr. Operations Manager
Esmsys Pvt.Ltd
06.2016 - Current
Sr. Customer Delight Executive
Serendipity Info labs Pvt. Ltd
01.2014 - 01.2016
Sr. Customer Delight Executive
Hinduja Global Solution
01.2011 - 01.2012
Board of Intermediate - undefined
10TH - undefined
Board of Secondary
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