RAMANJEET MAURYA
Gurugram
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adapt at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Operations Manager II
Webhelp Concentrix
03.2020 - Current
- Oversaw revenue execution across 35 sub-lines of business, aligning revenue targets with projected hours to enhance account delivery.
- Steered contact center and customer experience initiatives in line with client strategy and risk appetite, improving alignment and effectiveness.
- Mentored Team Leaders to foster a culture of excellence, guiding agents to provide best-in-class service throughout Trust & Safety journey.
- Cultivated talent and performance, strategically developing direct reports and the wider team for future capabilities.
Customer Associate Manager
Urban Company
02.2019 - 12.2019
- Launched five new service categories in UAE, enhancing market presence.
- Elevated Net Promoter Score (NPS) from 45 to a robust 78.
- Established and optimized customer and professional processes in UAE market, improving service delivery.
- Managed operations in UAE market, ensuring smooth execution of services.
Transaction and Risk Manager
Amazon
10.2017 - 01.2019
- Managed risk for TRMS, safeguarding buyers from fraudulent activities while maintaining risk levels under 2%.
- Revamped and aligned business SOPs, ensuring buyer risk remained consistently below 0.2%.
Assistant Manager
Concentrix
06.2010 - 09.2017
- Enhanced team performance by 10% each quarter through targeted performance management strategies.
- Refined daily operations and implemented performance management strategies, achieving process efficiency of 88%.
- Maintained an exemplary process quality standard of 99.98%.
- Managed voice and non-voice processes across US, UK, and Indian markets, ensuring smooth operations.
- Managed and concluded three collaborative projects with the YouTube community, enhancing engagement and outreach.
EPC and House Painters
Urban Clap (Urban Company)
- Achieved an impressive 89% service delivery rate for House Painters, generating 1 crore in revenue within six months.
- Established rapid response team to handle customer inquiries on House Painter Quotations within four hours, enhancing customer satisfaction.
- Streamlined operational interventions from 14 to 6, improving process efficiency within six months.
- Identified and resolved top 10 supply-side issues over five months, ensuring smoother operations.
- Coordinated operations across India
Skills
- Revenue execution
- Process optimization
- Team mentoring
- Customer experience
- Risk management
- Performance management
- Service delivery
- Operational efficiency
- Client communication
- Data analysis
Websites
Timeline
Operations Manager II
Webhelp Concentrix
03.2020 - Current
Customer Associate Manager
Urban Company
02.2019 - 12.2019
Transaction and Risk Manager
Amazon
10.2017 - 01.2019
Assistant Manager
Concentrix
06.2010 - 09.2017
EPC and House Painters
Urban Clap (Urban Company)