Ravi Singh
Contact Center Head - Operating Partner
Chandannagar,West Bengal
Summary
Proven leader in operational excellence and team development, I significantly enhanced efficiency and productivity at Oyo. Skilled in data-driven decision-making and strategic planning, I achieved notable cost reductions and revenue growth. My expertise in training and coaching fosters organizational development, with a track record of surpassing goals through innovative strategies and a focus on achievements. Ambitious Partner handles multiple cases and maintains compliance with regulatory bodies. Offers strengths in partnership development and mentoring staff.
Overview
9
9
years of professional experience
Work History
Operating Partner
Oyo
02.2024 - Current
- Reviewed internal workflows regularly to identify bottlenecks for proactive improvements leading to increased productivity.
- Analyzed data trends to identify areas for improvement and drive informed decision-making processes.
- Adept at building strong relationships with stakeholders and leading cross-functional teams to achieve organizational goals.
- Optimized supply chain management, reducing costs and increasing reliability of deliveries.
- Assist in the integration of newly acquired companies, ensuring alignment with overall strategic goals and smooth operational transitions.
- Proactively identify potential risks to the business and develop strategies to mitigate those risks.
- Develop and maintain strong relationships with key stakeholders, including customers, suppliers, and industry partners.
- Managed effective customer service and quality assurance programs to protect business reputation.
- Monitored competitor activities closely enabling strategic shifts as needed ensuring continued growth in market share.
- Determined appropriate financial goals and administered budgets to control expenses.
- Evaluated risk factors within the organization''s operations developing contingency plans for unforeseen circumstances.
- Implemented quality control measures to ensure consistent delivery of products or services.
- Negotiated contracts with vendors, securing favorable terms that contributed to cost savings without compromising on quality or timeliness of deliveries.
- Developed and implemented comprehensive training programs for staff, resulting in improved productivity levels.
- Set and implemented promotional strategies to drive business growth.
- Increased operational efficiency by streamlining processes and implementing innovative strategies.
- Monitored partner performance and provided feedback on areas of improvement.
- Spoke with peers to verify task completion, meeting tight deadlines, and schedules.
- Stayed informed on industry developments and market trends to gain competitive advantage.
- Prepared and presented reports on status of projects and initiatives.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Deputy Manager
Nsb Bpo Solutions
04.2023 - 01.2024
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
- Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
- Mentored junior staff members on best practices for project management and team collaboration skills, fostering a supportive work environment.
- Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Assistant Manager
Fusion BPO
05.2022 - 04.2023
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Increased sales through effective merchandising strategies and targeted promotions.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Optimized scheduling to ensure adequate staffing during peak hours, improving service efficiency.
- Enhanced team productivity by streamlining operational processes.
- Collaborated with management team to set sales targets and strategies, achieving consistent sales growth.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Operations Team Leader
Globiva Service PVT LTT
09.2021 - 05.2022
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Operations Team Leader
Fusion BPO
03.2021 - 09.2021
- Promoted a positive work environment by fostering teamwork, collaboration, and continuous learning among team members.
- Enhanced team performance by implementing efficient service delivery processes and procedures.
- Streamlined operations by identifying areas for improvement in service delivery and implementing necessary changes.
- Incorporated best practices in service delivery management into daily routines, resulting in better decision making.
Operations Team Leader
Concentrix
03.2017 - 03.2021
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Implemented quality assurance measures that led to improved product consistency.
- Streamlined workflows for increased efficiency by identifying redundancies and implementing lean principles where appropriate.
- Managed high workload with consistent record of achieving deadlines and production targets.
- Set schedules and oversaw daily workflow.
- Trained, coached and managed 40-person team.
- Produced detailed reports outlining performance against benchmarks.
Customer Service Representative
Adeeba E Services
02.2016 - 03.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Commerce - Marketing
Surendra Nath Collage
Kolkata, India 04.2001 -
Higher Secondary - Commerce
Central Model School
Barrackpoore 04.2001 -
Skills
Operational Excellence
Efficiency optimization
Team Development
Data-driven decision-making
Organizational Development
Cost Reduction
Training and coaching
Compliance understanding
Revenue Growth
Strategic Planning
Recruitment and hiring
Marketing knowledge
Quote
Far and away the best prize that life offers is the chance to work hard at work worth doing.
Theodore Roosevelt
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operating Partner
Oyo
02.2024 - Current
Deputy Manager
Nsb Bpo Solutions
04.2023 - 01.2024
Assistant Manager
Fusion BPO
05.2022 - 04.2023
Operations Team Leader
Globiva Service PVT LTT
09.2021 - 05.2022
Operations Team Leader
Fusion BPO
03.2021 - 09.2021
Operations Team Leader
Concentrix
03.2017 - 03.2021
Customer Service Representative
Adeeba E Services
02.2016 - 03.2017
Bachelor of Commerce - Marketing
Surendra Nath Collage
04.2001 -
Higher Secondary - Commerce
Central Model School
04.2001 -