Purushottam Kunwar
Bengaluru
Summary
Dynamic Business Operations Manager with a proven track record at Proziod Analytics Pvt Ltd., excelling in performance management and process improvement. Expert in KPI management and employee development, driving operational efficiency and enhancing customer satisfaction. Recognized for implementing quality assurance measures that significantly elevated service delivery standards.
Overview
18
18
years of professional experience
3
3
Certification
3
3
years of post-secondary education
Work History
Business Operations Manager
Proziod Analytics Pvt Ltd.
Bengaluru
06.2023 - 01.2025
- Spearheaded operational strategy development, aligning it with organizational goals and objectives.
- Streamlined operational workflows to enhance efficiency in project execution.
- Coordinated cross-functional teams to drive business initiatives and improve collaboration.
- Developed and implemented standard operating procedures for team processes.
- Managed daily operations to ensure efficiency across all departments.
- Led and mentored teams, fostering a high-performance work culture.
- Developed and implemented quality control measures to meet client expectations.
- Presented monthly review decks with business partners, providing actionable insights for process improvement.
- Liaised with clients and regulatory bodies to ensure compliance with regulations.
- Conducted performance reviews, establishing clear objectives for team accountability and growth.
- Analyzed competitor strategies to maintain competitive advantage in a dynamic market.
Assistant Manager Operations
BPO Convergence Pvt Ltd
Asansol , WB
03.2022 - 02.2023
- Reduced absenteeism, shrinkage, and attrition through daily performance monitoring.
- Organized team meetings to discuss project updates and operational challenges.
- Coordinated daily operations to ensure smooth workflow across departments.
- Maintained active headcounts according to client-shared roster skeleton.
- Developed performance improvement programs that positively impacted team effectiveness.
- Consistently met client expectations and process metrics through strong performance.
- Drove team development to enhance customer experience and overall service delivery.
- Participated in recruitment processes to establish a high-performing team.
- Conducted operational audits to identify improvement opportunities.
- Collaborated with IT to resolve technical issues and maintain operational systems.
Sr. Team Leader- Ops
TechMahindra BPS Pvt Ltd.
Kolkata
06.2020 - 12.2021
- Monitored daily operations to reduce absenteeism, shrinkage, and attrition.
- Led team of 25 to enhance collaboration and boost productivity.
- Conducted performance reviews, delivering actionable feedback and development plans.
- Cultivated continuous improvement culture through innovative ideas and constructive feedback.
- Ensured consistent alignment with client expectations and process metrics.
- Developed team members to achieve goals and elevate customer experiences.
- Fostered environment prioritizing effective service delivery and high performance.
Team Leader-Ops
Startek Technology Pvt Ltd
Kolkata
12.2018 - 02.2020
- Work on Absenteeism and reducing the Shrinkage & Attrition on daily basis.
- Maintain consistent performance & meet and exceed client expectation.
- To own, drive and develop the team members for being effective in their goal and work towards enhancing the customer experience and overall service delivery.
- Facilitated regular team meetings to discuss progress, obstacles, and brainstorm solutions.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Led a team of 20, fostering a collaborative environment to boost productivity and morale.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
Process Leader-Ops
Firstsource Solutions Pvt Ltd.
Siliguri, WB
08.2014 - 09.2017
- Work on Absenteeism and reducing the Shrinkage & Attrition on daily basis.
- Service Level to be maintained above the KPI-80%
- Come up with performance improvement program which has a positive impact on the targeted area.
- To own, drive and develop the team members for being effective in their goal and work towards enhancing the customer experience and overall service delivery.
- Conducted regular process audits to maintain compliance with industry standards and regulations, mitigating risk of non-compliance penalties.
- Coordinated training and mentoring for team members, maintaining skilled and well-performing group.
Team Leader-Operations
Minacs worldwide Ltd
Kolkata
12.2010 - 07.2012
- Integrated subject matter expertise into projects through cross-functional team collaboration.
- Pioneered research initiatives, expanding the field's knowledge base.
- Analyzed data sets to unearth patterns and generate actionable insights.
- Mentored professionals, guiding career and professional growth.
- Evaluated practices, recommending efficiency-boosting changes.
- Provided expert advice on specific issues to enhance organizational efficiency.
- Trained consultants to elevate team productivity and performance.
- Orchestrated daily operations for seamless team workflows.
Lead-Operations
IBM Daksh
Kolkata
12.2006 - 07.2010
- Developed and maintained comprehensive knowledge base for customer service inquiries.
- Analyzed customer feedback data to identify trends and areas for improvement.
- Resolved complex customer issues through effective problem-solving techniques.
- Created and implemented best practice guidelines for service operations.
- Led initiatives enhancing team performance and engagement levels.
- Provided guidance on customer service policies and procedures.
- Performed periodic quality assurance checks on support tickets to ensure resolution accuracy.
- Implemented strategies to enhance overall customer experience with company products.
Education
Bachelor of Commerce - Commerce
Himalayan University
Itanagar, AR 07.2014 - 08.2017
Skills
- Operations and client management
- Performance management
- Service level agreement oversight
- Service delivery
- Project management
- Employee development
- Data-driven performance
- Process improvement
- Business development
- Power BI reporting
- Microsoft Office proficiency
- Customer satisfaction
- Quality assurance
- Repeat reduction strategies
- Sales lead generation
- eCommerce operations
- Compliance assurance
- Escalation management
KPI management
Certification
- OnTrac STAR certified from QBar Technologies, Bengaluru with 4 star rating.
- Undergone “Bullet Proof” Manager Training –CRESTCOM (Duration: 1 year : 2014 – 2015)
- Successfully undergone Six Sigma Yellow Belt training (Duration: 8thAug'2011 – 12th
Aug'2011) - Best Assistant Manager for the Year 2023
- Awarded as a Best Team Leader continuously two years (2011, 2012)
- MILE (Minacs Institute of Leadership Excellence) certified with Silver Grade.
Personal Details
- DOB - 16-06-1981
- Strengths - Strong organizational skills, Leadership, Adaptability, Team spirit
- Present Address - Whitefield, Bengaluru-560048, Karnataka, India
- Permanent Address - Bokaro Steel City, Jharkhand-827009, India
Disclaimer
- “I hereby declare that the above given information is true & correct to the best of my knowledge & belief”.
- Date - 25-07-2024
- Place - Bengaluru
Languages
English
First Language
Hindi
Proficient (C2)
C2
Bengali
Intermediate (B1)
B1
References
References available upon request.
Accomplishments
- Supervised team of 120 staff members and 5 Team Managers.
- Documented and resolved issues impacting C-SAT which led to improvement in the scores and earning rewards.
- Resolved product issue through consumer testing.
- Alleviated customer issues immediately through careful research, case triaging, and active listening, enabling problems to be remedied before escalation.
- Hosted daily client calls to answer questions, deliver updates, and discuss issues, promoting an open environment that resulted in 2 lucrative contracts for 2024.
- Served as a client advocate, providing excellent service, and exemplary support, which resulted in several lucrative contracts attained through word-of-mouth referrals.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Interests
Strategic Vision & Business Growth
Operational Excellence & Efficiency
Innovation & Digital Transformation
Stakeholder Management & Communication
Timeline
Business Operations Manager
Proziod Analytics Pvt Ltd.
06.2023 - 01.2025
Assistant Manager Operations
BPO Convergence Pvt Ltd
03.2022 - 02.2023
Sr. Team Leader- Ops
TechMahindra BPS Pvt Ltd.
06.2020 - 12.2021
Team Leader-Ops
Startek Technology Pvt Ltd
12.2018 - 02.2020
Process Leader-Ops
Firstsource Solutions Pvt Ltd.
08.2014 - 09.2017
Bachelor of Commerce - Commerce
Himalayan University
07.2014 - 08.2017
Team Leader-Operations
Minacs worldwide Ltd
12.2010 - 07.2012
Lead-Operations
IBM Daksh
12.2006 - 07.2010
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