Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
Generic
Parikshit Daralwar

Parikshit Daralwar

Nagpur

Summary

Operations manager with a strong focus on SLA management and process optimization. Demonstrated success in improving service delivery and building high-performing teams. Expertise in client relationship management, training development, and quality assurance, leading to streamlined business processes and elevated service standards. Proven ability to drive operational efficiency and compliance through impactful training programs and optimized workflows.

Overview

19
19
years of professional experience

Work History

SLA / Operations Manager (US Telecom)

HCL Technologies Pvt. Ltd.
Nagpur
02.2024 - Current
  • Managed SLA compliance and performance metrics to enhance service delivery.
  • Directed recruitment and training efforts, building a skilled and motivated operations team.
  • Monitored staff performance, developing targeted improvement plans for continuous growth.
  • Oversaw quality control processes, ensuring high standards across products and services.
  • Managed system upgrades, ensuring minimal disruption to business operations.
  • Conducted regular audits on system access control policies to ensure compliance with company standards.
  • Analyzed resource utilization, setting targets and tracking achievements regularly.
  • Designed streamlined processes to optimize business operations and support team development.
  • Investigated operational issues, providing detailed reports and corrective action recommendations.
  • Led cross-functional teams to enhance data reporting and analysis processes.

Process Manager/Location Head)

Hexaware Technologies Pvt. Ltd.
Nagpur
03.2021 - 01.2023
  • Managed client interactions to enhance relationships and anticipate future needs.
  • Streamlined process workflows to enhance operational efficiency and reduce waste.
  • Oversaw service level agreements to ensure compliance and customer satisfaction.
  • Directed hiring processes to build high-performing teams effectively.
  • Implemented performance management strategies to reduce attrition rates.
  • Monitored operational processes, identifying improvement areas and executing solutions.
  • Designed streamlined business processes to foster a dynamic work environment.
  • Presented executive reports highlighting performance metrics and areas for improvement.
  • Planned resource utilization targets and monitored achievements weekly and monthly.
  • Identified training needs within the organization and developed training plans accordingly.

Operations Manager (Sales and Customer Service)

Fareportal India Pvt. Ltd.
Pune
08.2016 - 03.2020
  • Driving operational excellence set as a standard by the clients and adhering to the standard operating procedures.
  • Ensuring continuous interaction with customers to ensure that areas of concern are addressed promptly for improved preset service levels.
  • Setting out in-house quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs for their services.
  • Leading daily service delivery, continuous development and improvement of provider services by targets/objectives included in the council and service plans.
  • Developing and effectuating contingency/business plans to ensure uninterrupted and smooth business operations, and attainment of budgeted objectives.

Assistant Manager – Operations

Credence Resource Management(CRM)
05.2015 - 08.2016
  • Managing Third-Party Collection Portfolio
  • End-to-End Portfolio Management
  • Regular Client Interaction for process challenges and improvements.
  • Ensuring the Process is FDCPA compliant.
  • People hiring.
  • To perform 1 on 1 with the TL/Mentor every month and skip Levels with associates every quarter.
  • Weekly reviews with the Team Leaders Performance tracking/improvement measures.
  • Attrition Management.
  • Attendance Management.

Deputy Manager – Operations (Motor Insurance)

WNS Global Services
Pune
04.2012 - 05.2015
  • Managing Single Vehicle Motor Claim Business & Non-Disputed Recoveries.
  • End-to-End Portfolio Management.
  • Lifecycle Management.
  • Maintaining Process GOS.
  • Regular Client Interaction for process challenges and improvements.
  • Ensuring the Process is ISO compliant.
  • People hiring.
  • Projects for process improvement.
  • To be accountable for monitoring Service Levels.
  • Accountable for Process Training of associates.
  • To monitor the performance and enhancing performance of team based on SLA's.
  • To be accountable for Attendance, rostering and leave planning.

One Savings Bank

Easioption BPO.
Pune
09.2011 - 04.2012
  • To perform 1 on 1 with the Team.
  • Participate in weekly and monthly reviews and update the stakeholders on current performance and actions taken to improve performance.
  • Ensure that the team members are able to deliver their goals on time and meet all the operational metrics.
  • Attend the weekly conference calls for Quality updates and lead generation updates and cascade accordingly.
  • Responsible for Coaching the Advisor for daily Customer Queries, Issues and Escalations.
  • Responsible for Advisor's Quality – Customer Conversation Review with Trend Analysis, 1-1 Coaching Session.

Customer care Executive

American Home Mortgage Servicing India Pvt Ltd.
Pune
06.2006 - 06.2011
  • Meeting the SLA targets (Quality/TAD%/ Productivity/Staffing etc).
  • Achieving Delinquency targets.
  • Performance tracking / improvement measures.
  • Identify common training needs, Monitor & provide feedback to team members.
  • Create and maintain reports.
  • Client Communication/Interaction.
  • Conducting Process related training.
  • Attrition Management.
  • Organizing Team Fun activities to boost the morale of the Team Members.

Education

Bachelor of Commerce -

Nagpur University
Nagpur
01.2004

Skills

  • Operations management
  • SLA management
  • Data analysis
  • Process optimization
  • Performance metrics
  • Training development
  • Client relationship management
  • Reporting and documentation
  • Quality assurance
  • Strategic planning
  • Compliance management
  • Team leadership and training
  • Leadership development
  • Performance monitoring

Languages

  • English
  • Hindi

Personal Information

Date of Birth: 08/15/80

Timeline

SLA / Operations Manager (US Telecom)

HCL Technologies Pvt. Ltd.
02.2024 - Current

Process Manager/Location Head)

Hexaware Technologies Pvt. Ltd.
03.2021 - 01.2023

Operations Manager (Sales and Customer Service)

Fareportal India Pvt. Ltd.
08.2016 - 03.2020

Assistant Manager – Operations

Credence Resource Management(CRM)
05.2015 - 08.2016

Deputy Manager – Operations (Motor Insurance)

WNS Global Services
04.2012 - 05.2015

One Savings Bank

Easioption BPO.
09.2011 - 04.2012

Customer care Executive

American Home Mortgage Servicing India Pvt Ltd.
06.2006 - 06.2011

Bachelor of Commerce -

Nagpur University

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Parikshit Daralwar