Nishant Gupta
Pune
Summary
Hardworking and motivated professional with several years of experience and record of success in the industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Manager
ADP
Pune
06.2025 - Current
- Led team to manage payroll processing for diverse client accounts.
- Mentored junior managers to foster professional growth and engagement.
- Developed and implemented training programs for new staff members.
- Coached, mentored and trained team members in order to improve their job performance.
- Collaborated with cross-functional teams to streamline operational workflows.
- Facilitated regular meetings to discuss project statuses and team objectives.
- Managed budget allocations for departmental resources and initiatives.
- Monitored staff performance and addressed issues.
- Provided leadership during times of organizational change or crisis situations.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Recruited and hired qualified candidates to fill open positions.
- Analyzed client feedback to enhance service delivery and improve satisfaction.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Established processes to ensure efficient workflow throughout the organization.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Created monthly reports for senior management summarizing operational performance metrics.
- Ensured compliance with industry regulations and company policies.
- Conducted performance reviews for team members.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Analyzed business performance data and forecasted business results for upper management.
Service Delivery Head
AMInfoweb PVT LTD
Pune
12.2019 - 06.2025
- Manage strategic and operational relationship with contact center partner and align with organization strategic goals
- Led cross-functional teams to enhance service delivery effectiveness.
- Facilitated communication between clients and internal teams, ensuring timely issue resolution and enhancing client satisfaction.
- Managing team of 275 talents with 18 Team leads and 3 Assistant Managers
- Trained and guided team members to maintain high productivity and performance metrics
- Implemented best practices for efficient resource allocation and management.
- Developed training programs to improve staff performance and knowledge.
- Oversaw project timelines and deliverables to meet client expectations.
Operations Manager
Infosys BPM Ltd
Pune
12.2012 - 09.2019
- Managed team of 210 talents with 4 Assistant Managers reporting
- Manage entire end to end transition, coordination with Operations client and internal onsite coordinator, project sponsor and senior management
- Act as single point of contact for all transition related queries and escalations.
- Create transition case studies and spread awareness across ops team, leverage risk management experience within team for transition
- Liaised with external and internal stakeholders on new business initiatives, processes, and system requirements to enhance collaboration.
- Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
- Established effective communication among unit staff and leadership, minimizing miscommunications and ensuring timely project completion.
Team Leader
3 Global Services Pvt Ltd
Pune
10.2007 - 12.2012
- Mentored employees to enhance completion of assigned duties and improve overall team effectiveness
- Mentored and guided employees to foster proper completion of assigned duties
- Partnered with managers to identify and capitalize on survey trends and brand initiatives
- Provided constructive criticism regarding quality assurance on collections team phone calls
- Facilitated training for associates through coaching and performance appraisals to support skill development
- Assisted with new hire processing and existing training programs
- Participated in cross-functional team-building activities
- Built strong relationships with customers through positive attitude and attentive response
- Coordinated weekly meetings for internal and external groups to streamline communication and collaboration
Customer Service Representative
BNKe Solutions Pvt Ltd
Kolkata
03.2006 - 10.2007
- Provided primary customer support to internal and external customers.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
- Answered constant flow of customer calls with minimal wait times.
Technical Support Specialist
Wipro Spectramind
Kolkata
10.2004 - 03.2005
- Assessed system hardware and software, recommending modifications to enhance speed and reduce lag time
- Eliminated malware, ransomware, and other threats from laptops and desktop systems, ensuring secure operation
Education
Bachelor of Science -
Bidhan Chandra College
BurnpurIntermediate -
Bhagwan Budh College
Patna, BRSecondary -
Burnpur Riverside School
BurnpurSkills
- Client relationship management
- Service delivery management
- Stakeholder management
- Budget management
- Performance management
- Team development
- Team leadership
- Team building
- Cross-functional collaboration
- Performance assessment
- Performance evaluation
- Escalation Management
- Transition
- Data analysis
- Trend analysis
- Reporting documentation
- Customer management
- Customer service
- Problem solving
- Conflict management
- Effective leader
- Delegation
- Effective communication
- Communication skills
- Relationship building
- Employee development
- Employee appraisal
- Feedback analysis
- Result Oriented
Certification
Six Sigma Greenbelt, 19/01/18
Accomplishments
- Ramp up process from 8 to 275 FTEs in the current organization
- Improved the ICSAT score from 1.5 to 4.5
- 20 FTE saving in Infosys
- Ramp up process from 18 FTE to 63 FTE in Infosys
- Received 1st prize in Gold category in PACE competition
- Six Sigma GB certified
- Won the Best AM award in the complete RCL vertical
- Best performer of the year 2016
- Best manager of the year'17
- Transitioned 15 sub processes
Languages
Excellent, Good, Good
Personal Information
Title: Service Delivery Head
Skills
Excellent, Good, Good
Languages
English
Proficient
C2
Hindi
Proficient
C2
Bengali
Intermediate
B1
Timeline
Manager
ADP
06.2025 - Current
Service Delivery Head
AMInfoweb PVT LTD
12.2019 - 06.2025
Operations Manager
Infosys BPM Ltd
12.2012 - 09.2019
Team Leader
3 Global Services Pvt Ltd
10.2007 - 12.2012
Customer Service Representative
BNKe Solutions Pvt Ltd
03.2006 - 10.2007
Technical Support Specialist
Wipro Spectramind
10.2004 - 03.2005
Bachelor of Science -
Bidhan Chandra College
Intermediate -
Bhagwan Budh College
Secondary -
Burnpur Riverside School