Nikhil Kumar
Manager, Operations(Bilingual) - Growth Point
New Delhi
Summary
Seasoned Operations Manager and talented leader with 14 years+ of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Operations Manager, Growth Point
Sitel India Private Limited
Gurugram
01.2022 - Current
- Maintained attrition goal of less than 5% while achieving less than 8% absenteeism consecutively for last 10 months
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Identified procedure or process changes required to improve performance and productivity
- Developed systems to track and log work issues
- Reviewed operations reports to understand numbers and trends
- Formulated processes to reduce downtime and financial loss
- Spearheaded department training to enhance employee performance and boost employee productivity
- Led improvement initiatives to advance operational efficiencies and increase revenue
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Advanced productivity KPIs to achieve key business goals and objectives
Operations Team Leader
Sitel India Pvt. Ltd
Gurgaon
11.2015 - 12.2021
- Handling team of 50 agents, monitoring and planning resource management on daily / weekly basis for smooth functioning of team
- Responsible for managing Credit Bureau based in U.S and Canada
- Responsible for meeting sales and retention targets for client
- Forecasting monthly performance and building plans for its execution and achievement Responsible for meeting SLAs consistently by managing performance of team
- Monitoring project deliveries and ensuring zero delays with high quality standards
- Focus on Quality within team and for process & ensuring Compliance to meet minimum 85% customer satisfaction goal.
- Report Team’s performance dash boards on daily, weekly and monthly basis.
- Assisted with improving revenue and customer numbers by overseeing implementation of diverse sales and service initiatives
Coach Track Trainee
Sitel India Private Limited
Gurugram
05.2013 - 11.2015
- Coached 50+ team to provide customer satisfaction, while meeting sales achievement and retention goals
- Improved team operations through consistent hard work and dedication.
- Actively listened to 200+ customers' requests and escalations per month, confirming full understanding before addressing concerns.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
Senior Customer Service Associate
Sitel India Pvt. Ltd
Gurugram
01.2011 - 05.2013
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions
- Achieved greater than 90% weekly and monthly sales and retention targets for client
- Effectively communicated with customers about account changes, new credit products or services and potential feature upgrades
- Resolved customer service issues using company processes and policies and provided updates to customers
Customer Service Associate
Inter Globe Technologies
Gurgaon
07.2010 - 12.2010
- Helped 30+ customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained up-to-date knowledge of product and service changes
- Offered basic technical support for clients on wide range of company products
- Delivered excellent customer service, resulting in consistent 80%+ customer satisfaction rating
French Language Teacher
Chiranjeev Bharti School
Gurgaon
08.2008 - 06.2010
- Created reading lists with materials to promote student comprehension of written French
- Developed and implemented full French curriculum to meet school mission and goals
- Delivered 20 hours per week of classroom lectures, instructing over 100 students per semester in French Language
- Coordinated special excursions to local points of interests and more extensive study trips to expand learning for French-language students
- Consulted with teachers in other disciplines to identify and adopt successful instructional strategies
Education
Advance Diploma(Equivalent To B2) - French Language
Bharti Vidya Bhawan
New Delhi 06.2010 - 07.2011
Bachelor of Arts - Humanities
Indira Gandhi National Open University
New Delhi 08.2005 - 10.2008
Master of Arts - French Language
IGNOU
New Delhi 2023.06 - Current
Skills
Bilingual Proficiency (French & English)
Conflict ManagementTime ManagementMS office (Excel, Word etc)
Coaching & Mentoring team
Budgeting & Sales Forecasting
Operations management
Recruitment & Team development
Learning & Development
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Master of Arts - French Language
IGNOU
2023.06 - Current
Operations Manager, Growth Point
Sitel India Private Limited
01.2022 - Current
Operations Team Leader
Sitel India Pvt. Ltd
11.2015 - 12.2021
Coach Track Trainee
Sitel India Private Limited
05.2013 - 11.2015
Senior Customer Service Associate
Sitel India Pvt. Ltd
01.2011 - 05.2013
Customer Service Associate
Inter Globe Technologies
07.2010 - 12.2010
Advance Diploma(Equivalent To B2) - French Language
Bharti Vidya Bhawan
06.2010 - 07.2011
French Language Teacher
Chiranjeev Bharti School
08.2008 - 06.2010
Bachelor of Arts - Humanities
Indira Gandhi National Open University
08.2005 - 10.2008