Niraj Dubey
Pune
Summary
Dynamic Sr. Operations Manager with extensive expertise in advanced management processes, renowned for leveraging superior communication skills to build meaningful, trusting relationships and exceed client expectations. An exceptional project manager with a proven track record of leading teams to consistently meet and surpass targets, demonstrating adaptability and a diligent work ethic.
A customer-focused strategist, driving company profits by enhancing team efficiency and productivity, and proficient in effective negotiation and upselling techniques. Excellent organizational skills streamline operations and achieve outstanding sales outcomes.
Valuable BPO industry experience in Telecommunications, Travel, Real Estate Sales, Business Development, Outbound Sales, Inbound Voice Process, and the Insurance industry. Possesses sound knowledge of end-to-end insurance business demands and expertise in general administration of insurance provisions, including claims.
With 15 years of experience, adept at streamlining business systems and managing a large volume of calls and customer queries. Known for superior interpersonal skills, clear communication, and the ability to cultivate strong business relationships. Proficient in life insurance, term plans, and determining appropriate premiums and coverage through comprehensive analysis.
Knowledgeable in Share Trading platforms like Sharekhan, with a proven track record in business development and financial growth. Skilled in analytical thinking, strategic planning, leadership, and building strong partnerships. Created strategic sales plans, enhanced team performance through training, boosted morale with incentivizing contests, and consistently exceeded team goals, partnering with upper management for continuous improvements.
Overview
16
16
years of professional experience
Work History
Sr Operations Manager
Highyield Fortune PVT LTD
Pune
11.2023 - Current
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Monitored daily operations, identified areas for improvement, and created solutions to optimize workflow.
- Managed personnel including recruitment, training, scheduling, performance reviews and disciplinary actions.
- Analyzed data to identify trends in production output, customer satisfaction levels and labor costs.
- Ensured compliance with safety regulations and company policies and procedures.
- Collaborated with cross-functional teams to develop process improvements that increased productivity.
- Created reports on key performance indicators to track progress against objectives.
- Organized regular meetings with department heads to review ongoing projects and discuss new initiatives.
- Maintained up-to-date knowledge of industry trends and best practices related to operations management.
- Advised senior leadership on potential changes or modifications needed for current processes and procedures.
- Assigned tasks to staff members based on their skill sets and availability.
- Resolved conflicts between employees in a timely manner.
- Implemented cost reduction measures without compromising quality standards.
- Developed comprehensive plans for emergency situations such as natural disasters or power outages.
- Negotiated contracts with vendors for materials or services needed by the organization.
- Reviewed financial statements regularly to ensure budget targets are met.
- Provided guidance, support, and mentorship to junior team members.
- Established procedures for tracking inventory levels, ordering supplies, and managing warehouse space.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Forecasted customer demand to set prices or credit terms for goods or services.
Deputy Operations Manager
Calling 24o7 BPO Services Private Limited
Pune
11.2022 - 10.2023
- Effectively built and maintained long-lasting client relationships
- Working with an insurance process named IFIFI Prudential
- Worked with Share Khan process, India's leading share trading company
- Collaborated with sales team members to identify growth opportunities and develop strategies to seize them
- Communicated the progress of quarterly initiatives to internal and external stakeholders
- Effectively acted as a liaison between our Marketing and Sales teams
- Delegated tasks to team members
- Developed and implemented effective campaigns and development of insurance business along with achieving Challenging Targets by implementing right strategy
- Weekly Review with stakeholders to calibrate the growth and to plan further roadmaps of the business to sustain the trend
- Contributed to training and development of the team and organization as a whole
- Directed the development of plans for insurance, including management to achieve targets
- Support to all other departments with insurance related issues.
Business Development Manager
Self Employed
Macon
11.2019 - 09.2022
- Led and conducted in-depth analysis of business performance versus business goals
- Ensured the development of new business by fostering strong working relationships within the community
- Contributed to the development of yearly business plans that work toward future growth
- Oversaw sales, marketing, and business development goals
- Managed front-end and back-end development in the company's Portfolio Analyst.
- Monitored competitors' activities, prices, products, services., in order to stay ahead of the competition.
- Developed strategic partnerships with vendors and suppliers to ensure cost efficiency.
- Attended conferences and trade association meetings to represent company, build industry networks and promote new product lines.
- Created effective marketing, sales and promotional initiatives to drive revenue.
- Planned and developed winning strategies to increase sales, expand territories and boost market positioning.
- Maintained open and ongoing communication with clients to meet needs and expectations.
Assistant Manager
Teleperformance
Indore
10.2019 - 11.2019
- Worked closely with Unit Manager to ensure timely completion of administrative tasks
- Continually served as a helpful and enthusiastic assistant with a proven track record of doing work in a timely and professional manner.
- Managed customer service inquiries and complaints in a timely manner.
Team Manager
Tech Mahindra
Pune
11.2018 - 09.2019
- Provided optimal assistance to the Manager and handled a variety of tasks
- Managed a team of people devoted to achieving success in regards to the connection between the process and our clients
- Worked with Rogers Telecommunication Canada Process
- Established effective communication channels between departments to ensure information is shared accurately and efficiently.
- Monitored the performance of team members and worked to increase team morale and motivation
- Promoted team building skills and fostered positive team relationships
- Implemented project management tool to streamline workflow within team, averaging 13.33 hours of additional productivity per day
- Worked well independently and within a team setting.
- Ensured adherence to company policies, procedures, regulations and laws while maintaining an ethical workplace culture.
Assistant Manager of Operations
Wipro
Pune
03.2012 - 11.2018
- Served as an effective communicator and creative leader
- Worked with British Telecommunication Process
- Served as a successful leader, promoting and achieving success
- Continually served as a helpful and enthusiastic manager with a proven track record of doing work in a timely and professional manner
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies
- Mentored team members to enhance professional development and accountability in the workplace
- Helped with planning schedules and delegating assignments to meet coverage and service demands
- Strengthened operational efficiency to remain cost-effective while maintaining quality service
- Recognized staff for contributions to company success to foster engagement and increase productivity
- Introduced new products or services, increased marketing activities, and improved customer service to drive sales.
- Reviewed completed work to verify consistency, quality and conformance.
- Analyzed business performance data and forecasted business results for upper management.
- Maintained a high level of communication between group members and other departments.
- Identified training needs for group members; provided instruction when appropriate.
- Troubleshot and resolved workflow issues by collaborating and communicating openly with other groups.
- Partnered with hiring managers to understand hiring needs and team dynamics.
- Used daily system logs to document production information, discussing issues with management.
Customer Support Executive
WNS
Pune
12.2009 - 03.2012
- Worked to achieve high customer satisfaction rates by providing optimal customer service and creative work
- Worked with Sabre Process
- Helped to increase customer return rates by providing excellent customer service at all times
- Brought forth excellent customer service skills and a commitment to customer satisfaction
- Worked with Customer Service and Product Development departments to enhance overall customer experience.
- Answered customer inquiries via phone, email, and chat.
- Developed solutions to address customer complaints.
- Managed customer accounts using CRM software tools.
- Led on- and off-site customer support teams across multiple time zones.
Customer Service Executive
Infosys
Pune
12.2008 - 02.2009
- Helped to increase customer return rates by providing excellent customer service at all times
- Worked with American Telegraph and Telecommunication Process
- Increased the rate of return clients with unparalleled customer service and a commitment to satisfaction
- Provided excellent customer service and achieved a high rate of client satisfaction and retention.
- Provided prompt and courteous service to customers via phone, email, and chat.
- Communicated effectively with team members to ensure timely response times for customers.
- Participated actively in weekly meetings held by the Customer Service Manager.
- Stayed abreast of changes in products and services offered so as to answer questions accurately.
Customer Support Executive
WNS
Pune
03.2008 - 12.2008
- Brought forth excellent customer service skills and a commitment to customer satisfaction
- Worked with Student Travel Process from Australia
- Worked to alleviate executive overload by handling all customer interactions for the company including walk-ins, email, phone, and fax interactions
- Brought forth a high level of customer retention and new customer development.
- Answered customer inquiries via phone, email, and chat.
- Provided detailed information about products and services.
- Resolved customer issues in a timely manner.
- Assisted customers with product installation and setup.
- Managed customer accounts using CRM software tools.
- Generated reports to track customer satisfaction levels.
- Created training materials for new employees in the department.
Education
Bachelor - Geography
Dr. D.Y. Patil University
07.2004
HSC -
Godavari Highschool
07.2000
SSC -
MGH Inter college
07.1997
Skills
- Process Improvement
- Business Planning
- Workflow Optimization
- Incidents management
- Customer Service
- Financial Management
- Logistics Oversight
- Document Control
- Program Administration
- Contract Management
- Marketing
- Performance monitoring
- Health and safety compliance
- P&L Management
- Organizational Management
- Lean manufacturing and design
- Revenue Generation
- Troubleshooting and problem solving
- Client Relationships
- Staff Training
- Performance Management
- Cost Reduction
- High-pressure environments
- Strategic Partnerships
- Market research, forecasting, and analysis
- Employee Motivation
- Quality Assurance Controls
- Project Leadership
- Retail Operations Management
- Microsoft Office Suite expert
- Corporate Partnerships
- Business and Operations Management
- Technical Skills
- Training and mentoring
- Employee Development
- Technical leadership
- Helpdesk administration
- Network Administration
- Information Security
- Process Automation
- Operating system installation
- Negotiation
- Social Media Marketing
- Multi-site operations
- Schedule oversight
- Market Research
- Sales Presentations
- Solutions Development
- Vendor Sourcing
- Budget Development and Management
- Solution selling
- Sales Planning
- Lead Generation
- Sales team training
- Territory sales management
- Proposal Development
- New Business Development
- Revenue Forecasting
- Profitability Optimization
- Order Management
- Brand-building strategies
- Persuasive Negotiations
- Sales and market development
- Direct Sales
- Sales pitch development
- Innovation management
- Research
- Lead Qualification
- Industry trends tracking
- Financial Acumen
- Proven experience as in compliance/ audits, US Collections Rules and Regulation Acts
- Knowledge of Data Security and Collections Compliance Standards
- Familiarity with US government Acts such as FDCPA, FRCA, TCPA, SRCA, ECOA, EFTA, GLBA, TILA, UDAAP, (PCI-DSS), (CFPB), HIPPA, (RESPA) United States Bankruptcy Code and all other local, state, and federal laws and regulations
Accomplishments
Highschool individual who values continuous learning, community involvement, and personal growth, ensuring a holistic approach to both career and life.
Affiliations
- Set Clear Priorities
- Create a Schedule
- Establish Boundaries
- Effective Time Management
- Pursue Personal Growth
- Regularly Review and Adjust
Languages
Hindi
First Language
English
Advanced (C1)
C1
Marathi
Upper Intermediate (B2)
B2
Punjabi
Beginner
A1
Gujarati
Beginner
A1
Custom
Volunteer Work:
- Volunteer Coordinator, Local Food Bank: Led a team of volunteers in organizing food drives and distribution events.
Languages:
- Fluent in English and can understand Spanish
Hobbies and Interests:
- Avid reader of management and self-improvement books
- Passionate about hiking and outdoor activities
References
References available upon request.
Timeline
Sr Operations Manager
Highyield Fortune PVT LTD
11.2023 - Current
Deputy Operations Manager
Calling 24o7 BPO Services Private Limited
11.2022 - 10.2023
Business Development Manager
Self Employed
11.2019 - 09.2022
Assistant Manager
Teleperformance
10.2019 - 11.2019
Team Manager
Tech Mahindra
11.2018 - 09.2019
Assistant Manager of Operations
Wipro
03.2012 - 11.2018
Customer Support Executive
WNS
12.2009 - 03.2012
Customer Service Executive
Infosys
12.2008 - 02.2009
Customer Support Executive
WNS
03.2008 - 12.2008
Bachelor - Geography
Dr. D.Y. Patil University
HSC -
Godavari Highschool
SSC -
MGH Inter college
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