Versatile Senior Manager specializing in Operations , Project Management , Client Servicing and skilled at Managing Outsourced Partners , implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
Hi, I’m
RITESH VERMA
Operation Management , Vendor Management , Outsourcing Planning ,Cost Efficiency
New Delhi
Summary
Overview
1
10+ Years of Experience in Operations
1
7+ Years Experience in Contact Center Management
1
1 Year Experience in Client Services
Work History
Aspada Marketing Pvt LtdNew Delhi
Senior Manager, Projects & Client Servicing
09.2022 - Current
Job overview
- Well-versed in personnel management, agile and adaptable follows motivational approach and upbeat nature
- Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling and customer service requirements
- Forward- thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction
- Managerial skills
- Communication skills
- Cost Efficiency ( Reduction in Manpower Cost by 27%)
- Vendor Management . Project Planning ( Operationally and Financially )
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Ordered new equipment and inventory and scheduled repairs for damaged equipment.
- Recommended and implemented successful strategies to maximize revenue.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Managed operations at Multiple Partner Location with Average Strength of ~700 agents .
Snapdeal PvtGurgram
Assistant Manager
06.2019 - 08.2022
Job overview
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Mentored team members to enhance professional development and accountability in workplace.
- Created employee schedules to align coverage with forecasted demands.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Created and reviewed invoices to confirm accuracy.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Developed new employees and on-going performance assessment of current employees.
- Managed Multiple LOBs Whatsapp Chat , Inbound , Outbound ,Email & Experimental Projects at Outsourced Partners Site .
- Outsourced Partner Onboarding
- Hiring , Training & BAU for New Hired Agents & Leaders at Partner Location
- Managed Company Level Matrix CSAT , Resolution Score ,Return Experience Score .
- Responsible for Successful experiments run at Partner Location for other departments like Technology , Growth & SCM
Snapdeal Pvt. LtdGurugram
Team Leader
01.2017 - 06.2019
Job overview
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Education
Kendriya Vidhyalaya AgraAgra
BBA from Education Administration
04.2001
University Overview
Skills
Team Building
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Quote
The supernatural is the natural not yet explained.
Timeline
Senior Manager, Projects & Client Servicing
Aspada Marketing Pvt Ltd
09.2022 - Current
Assistant Manager
Snapdeal Pvt
06.2019 - 08.2022
Team Leader
Snapdeal Pvt. Ltd
01.2017 - 06.2019
Kendriya Vidhyalaya Agra
BBA from Education Administration
04.2001