Puneet Somnani
Business Operations Manager
Gurugram,HR
Summary
Experienced Business Operations Manager with a proven track record of successfully managing and leading teams across various business functions. Skilled in driving operational efficiency and passionate about creating innovative solutions to enhance customer experiences and maximize efficiency. Notable achievements include streamlining operations and increasing customer satisfaction. Possessing strong communication and interpersonal skills, effectively collaborating with stakeholders, building high-performing teams, and efficiently managing complex projects. Confident in being the ideal fit for this role. Completed the Google Project Manager Program and obtained various other certificates to further enhance skills and expertise.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
Business Operations Manager
Accenture Solutions Pvt. Ltd
01.2022 - Current
- As a Business Operations Manager at Accenture Solutions Pvt Ltd in India, I have been responsible for overseeing all aspects of business operations and ensuring efficient and effective functioning of the company. I have worked with Google Pay and Google AppSheet
- In this role, I have utilized my strong leadership skills and extensive knowledge of business processes to drive growth and optimize performance
- Managed 150+ team members in Google Pay working on all channels like Phone, Chat and 40+ team members in Google AppSheet across all departments like Tier 1, Tier 2, Tier 3, Quality, Team Leads.
- Assisted in recruiting, hiring and training of team members.
- Teamed with Business Excellence Team to create organization's mission and vision statements.
- Significantly improved operational efficiency and reduced costs by implementing automation solutions and optimized workflows.
- Ensured operational excellence by monitoring and optimizing SLAs and KPIs.
- Client tasks like creating Business Reviews, RCA, SOPs, driving Insights/Feedbacks etc, Analysis
- Optimized operational processes through effective roster creation and management.
- Worked closely with the quality team to maintain high standards of process quality and compliance.
- Worked directly with management, SDLs, Quality Managers & WFM Managers to brainstorm, discuss strategy and mitigate Business Delivery issues.
Operations Team Leader
Accenture Solutions Pvt. Ltd
12.2019 - 12.2021
- As an Operations Team Leader at Accenture Solutions Pvt Ltd in India from December 2019 to December 2021, I effectively managed and led a team of 25+ operations professionals in delivering high-quality solutions to clients.
- With my strong leadership skills and in-depth knowledge of business operations, I successfully contributed to the growth and success of the company.
- Delivered cost-effective projects aligned with business objectives.
- Ensured seamless daily operations by optimizing SLAs and KPIs, resulting in improved service delivery.
- Enhanced performance and process efficiency through data-driven insights and feedback.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.
- Resolved problems, improved operations and provided exceptional service.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Worked flexible hours; night, weekend, and holiday shifts.
Subject Matter Expert
Accenture Solutions Pvt. Ltd
01.2017 - 11.2019
- As a Subject Matter Expert of Google Pay at Accenture Solutions Pvt Ltd in India from January 2017 to November 2019, I had the opportunity to utilize my expertise and knowledge in the field to support my team and enhance Google Pay clients.
- Gained valuable experience and skills while contributing to company goals.
- Conducted extensive research and analysis on industry trends.
- Provided expert guidance to Agents handling Gpay Support Contact on both the channels like Chat and Phone.
- Developed and delivered training programs for new team members.
- Collaborated with cross-functional teams to identify and resolve issues.
- Contributed to the development of new solutions and processes.
- Conducted quality checks on project deliverables.
- Enhanced client relationships by delivering tailored advice and demonstrating in-depth product knowledge.
- Enhanced team productivity by leading specialized training sessions on innovative industry practices.
- Implemented mentoring program for junior staff, accelerating their professional development and contribution to projects.
Subject Matter Expert
Microsilicon Pvt. Ltd.
09.2015 - 10.2016
- During my time as a Subject Matter Expert at Microsilicon Pvt Ltd., I was responsible for providing in-depth knowledge and support on the company's products to both internal teams and external clients.
- This role required me to continuously stay updated on industry trends and advancements, and effectively communicate technical information to various stakeholders
- Conducted product training sessions for new hires.
- Developed and maintained product documentation.
- Assisted in troubleshooting and resolving technical issues.
Technical Support Executive
Innovazion Research Pvt Ltd
12.2014 - 07.2015
- As a Technical Support Executive at Innovazion Research Pvt Ltd in India, I provided exceptional technical assistance to clients and resolved their issues efficiently
- I also served as the main point of contact for all customer inquiries and concerns, ensuring their satisfaction with our services.
- My strong problem-solving skills and attention to detail helped me excel in this role.
- Troubleshooting technical problems.
- Communicating effectively with clients.
- Resolving customer complaints.
Technical Support Executive
PCMASK
08.2012 - 11.2014
- As a Technical Support Executive at PCMASK, India, I provided exceptional technical support to clients and resolved their issues efficiently
- With my strong communication skills and technical knowledge, I was able to effectively troubleshoot and resolve complex problems, ensuring customer satisfaction
- Resolved technical issues for clients
- Maintained high level of customer satisfaction
- Troubleshot and resolved complex problems
- Provided exceptional technical support
Education
Rajiv Gandhi Technical University (University of Technology of Madhya Pradesh)
01.2008 - 01.2012
High School - undefined
Gwalior Glory High School, CBSE
01.2006 - 01.2008
High School - undefined
Gwalior Glory High School, CBSE
01.2005 - 01.2006
Skills
Business Analysis
Personal Information
- Date of Birth: 09/02/89
- Nationality: Indian
Certification
Https://Google Project Management Professional Certificatewww.credly.com/badges/c67fada4-5532-4b3f-8488-436372b88783/print
Timeline
Https://Google Project Management Professional Certificatewww.credly.com/badges/c67fada4-5532-4b3f-8488-436372b88783/print
09-2024
Business Operations Manager
Accenture Solutions Pvt. Ltd
01.2022 - Current
Operations Team Leader
Accenture Solutions Pvt. Ltd
12.2019 - 12.2021
Subject Matter Expert
Accenture Solutions Pvt. Ltd
01.2017 - 11.2019
Subject Matter Expert
Microsilicon Pvt. Ltd.
09.2015 - 10.2016
Technical Support Executive
Innovazion Research Pvt Ltd
12.2014 - 07.2015
Technical Support Executive
PCMASK
08.2012 - 11.2014
Rajiv Gandhi Technical University (University of Technology of Madhya Pradesh)
01.2008 - 01.2012
High School - undefined
Gwalior Glory High School, CBSE
01.2006 - 01.2008
High School - undefined
Gwalior Glory High School, CBSE
01.2005 - 01.2006
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