Nikhil Shankar
Digital Marketing
Gurgaon
Summary
Assistant Operation Manager with extensive background in administration and human resources. Supervise daily operations and organizations. Strong competencies for addressing operational issues and concerns quickly. Determines staffing requirements, work assignments and schedules for new projects. Excellent skills hiring and recruiting to develop high-performing teams. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Dedicated Digital marketing professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
5
5
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Assistant Manager - Operations
Teleperformance
Gurugram
06.2022 - Current
- Monitored employee productivity and optimized procedures to reduce costs.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Coordinated with SeniorManager in different operational issues and promotional activities.
- Developed and maintain operational guidelines for staff.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Developed systems and procedures to improve operational quality and team efficiency.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Monitored key performance metrics to identify areas for improvement.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced operational risks while organizing data to forecast performance trends.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Assisted in recruiting, hiring and training of team members.
Quality Analyst
Teleperformance
Gurugram
06.2019 - 06.2022
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Defined and implemented quality initiatives to reduce risk.
- Participated in departmental meetings to establish short- and long-term strategy.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Analyzed quality and performance data to support operational decision-making.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Administered Number internal quality audits and assessed results to inform corrective action measures.
Education
Bachelor Of Computer Applications - Computer And Information Sciences
Air Force Bal Bharti
New Delhi 07.2007 - 07.2010
Skills
Project Management
Training and mentoring
Team Building
Client account management
Employee scheduling
Recruitment
Coaching and mentoring
Delegation
Staff training/development
Effective leader
Relationship building
Certification
Lean Six Sigma Green belt, Simplilearn
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Don't be afraid to give up the good to go for the great.
John D. Rockefeller
Timeline
Assistant Manager - Operations
Teleperformance
06.2022 - Current
Lean Six Sigma Green belt, Simplilearn
03-2022
Lean management, Simplilearn
02-2022
Quality Analyst
Teleperformance
06.2019 - 06.2022
Bachelor Of Computer Applications - Computer And Information Sciences
Air Force Bal Bharti
07.2007 - 07.2010