SAKSHI SRIVASTAVA

Self-motivated Operations Manager and project manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.

Dedicated and organized financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.

• Operations Management: Formulating operational goals and developing business plans for the achievement of these goals
• Generating reports to update the top management
• Assessing and heading end to end projects
• Formulating operational goals and developing business plans for attaining these goals
• Monitoring the SLA’s and KPI’s for the process, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
• Process Management: Streamlining overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
• Negotiating contract terms with internal and external business partners
• Reviewing and updating existing contracts and ensuring that employees understand and comply with company contracts
• Ensuring all deadlines and conditions described on contracts are met
• Client Servicing: Identifying improvement areas based on client feedbacks & implementing effective measures to maximize customer satisfaction
• Streamlining the process: Setting and maintaining Critical to Quality (CTQ), Critical to Process (CTP) targets for the process
• Managing uniformity in the process understanding at the client’s and the organization’s end
• Team Management/ Training: Ensuring effective coordination in recruitment, selection, training and induction of new joiners
• Coordinating with the Training team on the various need-based training programs
• Providing inputs to HR team in formulating production incentive schemes, reward and recognition programs.

• DHL UK : Handled customer service and upselling campaign, got involved in hiring process, assigned training plans, helped in transitioning of the campaign, client management.
• American Express UAE/Malaysia/Singapore : Handled customer service and campaign, got involved in hiring process, assigned training plans, helped in transitioning of the campaign, client management.
• Adidas UK/US : Designed SOP and hierarchy as per client requirements, designed KPIs and KRA with client coordination, designed quality parameters as per standard, helped in transitioning of the operations, managed headcount of 524 heads.
• Yodel UK : Handled customer service and upselling campaign, got involved in hiring process, assigned training plans, helped in transitioning of the campaign, client management.
• Active Campaign US : Designed SOP and hierarchy as per client requirements, designed KPIs and KRA with client coordination, designed quality parameters as per standard, helped in transitioning of the operations, coordination with all departments, bridging between clients and the stakeholders.