Rohan D'Mello
Operations
Summary
Versatile Senior Manager specializing in Operations and skilled at planning, 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.
Overview
26
26
years of professional experience
3
3
Languages
Work History
Sr. Manager - Operations
Firstsource Solutions
Mumbai
6 2006 - Current
- Consistently met or exceeded annual performance targets set by senior leadership.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
- Increased customer satisfaction with timely project deliveries and seamless communication.
- Mentored junior staff members for skill development and career progression within the organization.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Evaluated hiring, firing, and promotions requests.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
Team Leader
Intelenet Global services Ltd.
12.2002 - 06.2006
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Sr. Customer Executive
Living Media India Ltd.
09.2000 - 11.2002
- Directed the entire Sales and Promotion responsibility for the states of Maharashtra and Goa under the brand name “Music Today”; Responsible for achieving all defined targets on a daily basis; Effectively organized and directed events and campaigns for the company to increase revenue and promote the companies products.
Sr. Business Executive
Fortune Marketing
05.1998 - 08.2000
- Responsible for achieving all defined targets on a daily basis; Responsible for selling the popular range of credit cards from Standard Chartered Bank.
Education
Skills
- Excellent knowledge of management principles
- Excellent organizational and presentation skills
- Organized and detail-oriented with a knowledge of problem solving skills through innovative thinking
- Excellent leadership skills keeping in mind integrity, work ethics and Infosec at the forefront
- Building a strong client relationship by working with Clients and other Teams within UK
Conspectus
A highly talented, qualified and accomplished management professional with more than 20 years of overall work experience in operations management; proven ability in leading spans in excess of 500; organized, detail-oriented, multitasking with excellent managerial and proven leadership skills. I have been involved in successful pilot projects and process improvement initiatives to increase process revenue, improve SLA's, cost optimization and achieve Customer Satisfaction benchmarks. I have a sound understanding of the various support functions like Recruitment, Workforce, Training, Learning & Development and Quality and have integrated these functions to run a successful operations unit.. I love taking the responsibility of mentoring a team which would set performance benchmarks.
Personal Information
Date of Birth: 05/14/1977
Accomplishments
- Managed a team of upto 600 New staff members which was the biggest Ramp ever for Firstsource in 2022-23
- Collaborated with team of 3 in the development of Multiple Projects like Decrease in incorrect CRF, AHT, NPS and Improvement in Sales. All Projects have been successful.
- Best Manager for the month across Mumbai and Bangalore atleast 4-5 times in a year
- Successfully completed a Green Belt project through effectively reducing transport wastage saving the company 1.93L across the quarter which was an improvement of 80% from previous quarters.
- Represented Mumbai in Scotland for the Sky Shine awards 2018
- Was selected to be a part of a new business in Manila for 3 months to Facilitate, support and prepare new strategies and plans for increasing business.
Timeline
Team Leader
Intelenet Global services Ltd.
12.2002 - 06.2006
Sr. Customer Executive
Living Media India Ltd.
09.2000 - 11.2002
Sr. Business Executive
Fortune Marketing
05.1998 - 08.2000
Sr. Manager - Operations
Firstsource Solutions
6 2006 - Current
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