Pankaj Kumar Karnatak
Senior Operation Manager
E-14A , Uttam Nagar,Delhi
Summary
Experienced Senior Manager Operations with a demonstrated history of working in the customer services industry. Skilled in Customer Relationship Management (CRM), Process Outsourcing, Client Engagement, People Management, Team Building, Team Coordination, and Cross-functional Team Leadership. Strong operations professional,grievance redressal in different verticals ( Inbound, Outbound, E-commerce, Microfinance). Highly skilled in streamlining operations and improving throughput through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve personal and professional goals.
Overview
2
2
Certifications
4
4
years of post-secondary education
11
11
years of professional experience
Work History
Senior Operations Manager ( Overseas )
Leopard Calling Service Limited
Dhaka, Bangladesh
03.2021 - Current
- Devised, deployed and monitored processes to boost long-term business success and increase profit levels
- Lead organization for successful Operations and growth by developing initial process roadmap and go-to-market strategy.
- Supported regulatory compliance by overseeing all audits to verify protocol adherence.
- Established and administered annual budget with effective controls to prevent overages, minimize burn rate and support sustainability objectives.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Enhanced and redefined organizational structure to maintain company's competitive edge across territories.
- Managed, trained and motivated Manager's and other departments to continuously improve knowledge and abilities.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Tracked and analyzed profitability and key metrics of Operations establishment to improve overall profitability and bring in new clientele.
Operation Manager
Fasmate Technoloy Services Pvt Ltd
Gurugram, Haryana
06.2020 - 03.2021
- Managing and monitoring the performance of team leaders for ensuring efficiency in process operations.
- Determining training needs of employees, conducting suitable training programs to enhance their operational efficiency leading to increase productivity.
- Escalates any major issues with individual analysts or accounts to Assistant manager, Vendor Managers and Team Leaders.
- Track and report performance on organizational objectives and engagement objectives (Balanced Scorecard) & drive productivity score of the assigned project on a regular basis.
- .Proactively communicates campaign progress and performance against budget and performance goals to relevant stakeholders on periodic basis using simple, clear and concise language.
- Maintain Quality issues at the time of operational and Technical support.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
Operation Manager ( Collection )
P C Financial Services Pvt Ltd
Gurugram, Haryana
01.2020 - 06.2020
- Used coordination and planning skills to achieve results according to schedule.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Identified issues, analyzed information and provided solutions to problems.
- Responsible for the work of team assigned and ensure that Team daily targets being achieved ontime.
- Create and implement strategies to increase the number of successful collections on outstanding debt.
- Coordinate activities of staff members to ensure a smooth and efficient department that reduces the number of cases that are overlooked.
- Recruit, hire, train and evaluate staff members within the collections department to ensure a sufficient number of staff members are available to handle the workload.
- Run reports and analyze data per training to the department and share with executive staff and managers of department staff as needed.
- Conducted performance reviews each quarter, offering praise and recommendations for improvement.
Operations Manager
Techie Infovision Pvt Ltd
New Delhi, Delhi
08.2017 - 01.2020
- Generate reports for Weekly and Monthly review.
- Managing teams of CSA's and TL's
- Contributes to team effort by accomplishing related results as needed.
- Resolve Product or service problems by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem.
- Managing and monitoring the performance of teams, maintaining shift statistics to ensure efficiency in process operations.
- Conduct Training Needs Identification (TNI) programs with the help of trainer and enable the team with the required training sessions
- Monitors productivity of customer service representatives
- Ensure compliance with internal policies and procedures.
- Utilize superior communication skills to motivate staff and develop effective working relationship with peers, executives and clients.
- Work with Service Delivery Leads/Functional Leads to optimize the assigned projects by recognizing, enhancing and sharing quality best practices.
- Interfaced with every department heads to establish tracking mechanisms and processes that created clear and effective information flow internally and with customers.
Assistant Operations Manager
Techie Infovision Pvt Ltd
New Delhi, Delhi
07.2014 - 08.2017
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Enhanced employee management by developing schedules, tracking time and administering payroll.
- Generated operational reports for management on monthly schedule.
Team Lead
Inorbit Infocom
New Delhi, Delhi
06.2012 - 06.2014
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities.
- Team handling for customer support operations.
Providing operational and customer support for Team Members (floor Support) - Preparing database for various automation tool according to customer requirement.
- Coordination with experts for resolving problems of customers.
- Documentation of customer problem and resolution.
Co-ordination with Team Members & Floor manager. - Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
Senior Operation Associate
Inorbit Infocom
New Delhi, Delhi
06.2011 - 06.2012
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Operational & Technical support for customers by Live Chat console & Voice(Blended Process).
- Resolving queries of customers by Voice and Non-Voice Process.
- Preparing daily record database.
- Preparing customers report note.
- Maintain Quality issues at the time of operational and Technical support.
- Assist New team members
Operation Associate
Inorbit Infocom
New Delhi, Delhi
04.2010 - 06.2011
- Collected, arranged and input information into database system.
- Tracked and analyzed reports to determine needed improvements.
- Operational & Technical support for customers by Live Chat console & Voice(Blended Process).
- Resolving queries of customers by Voice and Non-Voice Process
- Preparing daily record database.
- Preparing customers report note.
- Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
- Resolved problems, improved operations and provided exceptional service.
Education
Bachelor of Computer Applications - Computer & Information Sciences & Support Services
NIELIT
New Delhi 07.2006 - 04.2010
Skills
Process Outsourcing
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Principles And Practices Of Management
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Senior Operations Manager ( Overseas )
Leopard Calling Service Limited
03.2021 - Current
Principles And Practices Of Management
07-2020
Introduction to Product Management
07-2020
Operation Manager
Fasmate Technoloy Services Pvt Ltd
06.2020 - 03.2021
Operation Manager ( Collection )
P C Financial Services Pvt Ltd
01.2020 - 06.2020
Operations Manager
Techie Infovision Pvt Ltd
08.2017 - 01.2020
Assistant Operations Manager
Techie Infovision Pvt Ltd
07.2014 - 08.2017
Team Lead
Inorbit Infocom
06.2012 - 06.2014
Senior Operation Associate
Inorbit Infocom
06.2011 - 06.2012
Operation Associate
Inorbit Infocom
04.2010 - 06.2011
Bachelor of Computer Applications - Computer & Information Sciences & Support Services
NIELIT
07.2006 - 04.2010
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