Nilasha Sircar
Assistant Manager - Operations
Pune
Summary
Assistant Manager with extensive background in customer service. Collaborative leader with dedication in partnering with coworkers to promote engaged, empowering work culture. Supervise daily operations and strong competencies for addressing operational issues and concerns quickly. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Proficient in using independent decision-making skills and sound judgment to positively impact company success.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Assistant Manager - Operations
EXL Service
Pune
02.2022 - Current
- Managing day-to-day operations for a team of 23 employee
- Identify and/or drive process improvement initiatives
- Conducting regular performance reviews to ensure employees meeting the company standard
- Analyzing data to identify trends in customer needs or behaviour patterns that may required changes to business process
- Developing and implementing new processes or procedures to improve efficiency or quality of service
- Weekly/Monthly connects with Clients to ensure satisfaction with service standard
- Publishing of daily reports and internal audit/analysis for the department to ensure best in class service
Assistant Manager
Genpact (I) Pvt Ltd
Gurugram
05.2021 - 01.2022
- Successfully transitioned the contract administration process as a part of the pilot batch of 15 employees
- Looking over the contract load and making sure that the contract is loaded in the ERP correctly
- Assisting in clearing unallocated cases in Salesforce
- Preparing month end closures and monthly/weekly reports.
- Resolving and assisting team on queries
- Regular interaction with suppliers
- Work directly with suppliers to ensure the timely and accurate administration of contracts
- Perform reconciliation and analysis of accounting information for suppliers on customer eligibility and price
- Taking care of the Salesforce queue and taking care of the SLA
- Manage supplier communications and with focus on speed to answer
Contract Support - Contract Delivery
BT Group
Kolkata
04.2019 - 05.2021
- Managed team of employees, in absence of a Team Manager also conducted training and professional growth of employees.
- Participated in team-building activities to enhance working relationships.
- Responsible of raising order, monitoring and successfully delivery of order. Preparing and dispatching invoices to customers
- Preparing support documents for invoices
- Ensuring set KPI targets & SLA’s are achieved by team and self
- Resolving and assisting team on queries. Prepare month end closure reports
- Handling complaints and queries received from Client
- Process documentation and updating training material
- Worked closely with stakeholder on a test project and worked on project to process invoice through automation
Customer Service Associate
BT Group
Kolkata
10.2016 - 04.2019
- Assist customers in there queries over telephone, chat and emails
- Taking ownership of customers issues and resolve them according to the defined priorities and severity level
- Managed internal queries relating to order status and monthly billing.
- Worked with the escalation management team and handled customer complaints over telephone and emails
Customer Service Representative
Accenture Services Pvt Ltd
Bangalore
08.2013 - 01.2014
- Responsible for responding to customers with the query for billing over call
- Ensure all customers remain informed on their outstanding debts
- Handling complaints and escalation coming from the customers
- Raising credit note and coordinate with the billing team on any billing dispute
Technical Support Advisor
Wipro Limited
Kolkata
09.2009 - 03.2010
- Troubleshooting hardware and software related issues for HP products
- Assisting over call to clients setting up desktop, laptop and printer
- Upselling of product to clients
Education
Bachalors In Humanities - Travel Management
IGNOU
New DelhiSkills
Team Building
undefinedAdditional Information
D.O.B – 06/03/1987
Gender – Female
Nationality - Indian
Certification
ITIl 4
Strength
- Good team player
- Quick Learner
- Ability to work independently or as a part of a team
• Strong willingness to learn new skills
Timeline
Assistant Manager - Operations
EXL Service
02.2022 - Current
Assistant Manager
Genpact (I) Pvt Ltd
05.2021 - 01.2022
ITIl 4
08-2020
Contract Support - Contract Delivery
BT Group
04.2019 - 05.2021
Customer Service Associate
BT Group
10.2016 - 04.2019
Customer Service Representative
Accenture Services Pvt Ltd
08.2013 - 01.2014
Technical Support Advisor
Wipro Limited
09.2009 - 03.2010
Bachalors In Humanities - Travel Management
IGNOU
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