Ravindra Yadav
Assistant Manager
Gurgaon
Summary
Accomplished Manager with extensive experience in team leadership, operations management, and customer service within international BPO environments. Demonstrated ability to drive performance and deliver results in fast-paced, dynamic settings. Proven track record of managing diverse teams, optimizing processes, and enhancing customer satisfaction through excellent communication and interpersonal skills. Adept at handling complex US voice processes and international operations with a focus on strategic growth and operational efficiency.
Overview
2
2
years of post-secondary education
4
4
Certifications
Work History
Assistant Manager
Guardian India Operations.
Gurgaon
9 2017 - Current
Assistant Manager - Guardian India Operations
.
- Leadership & Team Management: Expert in leading and motivating teams to achieve high performance and exceed targets. Proven ability to foster collaborative and productive work environment.
- Communication: Outstanding verbal and written communication skills. Skilled at presenting ideas clearly, negotiating effectively, and building strong relationships with stakeholders.
- Operations Management: Extensive experience managing day-to-day operations in a senior management role. Proficient in streamlining processes and improving efficiency in dynamic environments.
- Customer Service Excellence: Expertise in managing customer service operations and delivering exceptional support in US voice processes. Strong focus on enhancing customer satisfaction and resolving complex issues.
- International BPO Experience: Proven success in handling international business process operations, understanding diverse market needs, and adapting strategies accordingly.
- Performance Management: Track record of setting objectives, measuring performance, and implementing improvements to drive business success.
- Process Optimization: Skilled in identifying inefficiencies, developing solutions, and implementing best practices to improve operational effectiveness.
- Team Handling: Ability to recruit, train manage teams to meet organizational goals while promoting professional development and career growth.
Team Lead
IGT Solutions PVT. LTD
5 2013 - 7 2017
- Job Role - Team Leader -Interglobe Technologies Pvt. Ltd.
- Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Coached team members in techniques necessary to complete job tasks.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
Education
Bachelor of Arts - English Language And Literature
07.2009 - 08.2011
Skills
Process Improvement: Strong understanding of Lean principles including value stream mapping 5S Kaizen root cause analysis to streamline processes, eliminate waste Efficiency Optimization Expertise in applying Lean tools to enhance operational efficiency reduce cycle times and improve overall productivity Change Management: Skilled in leading change initiatives engaging stakeholders managing transitions to ensure smooth implementation of Lean practices Data-Driven Decision Making: Ability to analyze key performance indicators (KPIs) and metrics to identify areas for improvement and make informed decisions
Strategic Planning Operational Strategy Development Proficiency in developing and executing strategies that align with organizational goals and drive long-term success Resource Allocation: Skilled in optimizing resource utilization including budgeting staffing, and equipment management, to support operational objectives
Communication and Collaboration Stakeholder Engagement Effective at communicating with internal and external stakeholders, including senior management, clients, and vendors, to ensure alignment and collaboration Cross-Functional Team Coordination: Experience in working across departments to align operations with broader business objectives and foster a unified approach
Technology Integration Tech-Savvy: Familiarity with the latest technologies and software tools relevant to operations management including ERP systems, process automation, and data analytics platforms Innovation: Ability to leverage technology to drive innovation, improve processes, and enhance overall operational performance
Customer Focus Customer Experience Management: Understanding of customer needs and expectations, with a focus on improving service delivery and satisfaction Quality Assurance: Implementing quality control measures and continuous improvement practices to ensure high standards and address customer feedback
Certification
Certified [LOMA , FLMI Level 1], [LOMA] - [2023]
Timeline
Certified Lean Six Sigma Black Belt
09-2024
[Inclusion Manager] JEDI - Master
04-2023
Certified [LOMA , FLMI Level 1], [LOMA] - [2023]
01-2023
Certified ScrumMaster (CSM)
06-2022
Delhi University - SOL - Bachelor of Arts, English Language And Literature
07.2009 - 08.2011
Assistant Manager - Guardian India Operations.
9 2017 - Current
Team Lead - IGT Solutions PVT. LTD
5 2013 - 7 2017