Sandeep Sinha
Operations Manager
Delhi
Summary
Encouraging manager with 10+ years of experience and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Operations Manager
HCL Tech
12.2021 - Current
- Analyzed and reported on key performance metrics to senior management
- Directed initiatives to improve work environment, company culture or overall business strategy
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
- Scheduled employees for shifts, taking into account customer traffic and employee strengths
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Senior Technician
Dell Technologies Ind Pvt Ltd
08.2017 - 12.2021
- Completed preventive maintenance on set schedules.
- Provided exceptional customer support, resolving technical issues quickly and efficiently.
- Analyzed social media data to identify trends and optimize future content strategies for better results.
Customer Service Executive
American Express India Pvt LTD
01.2014 - 01.2017
- Implemented strategies to reduce risk of credit card fraud and identity theft
- Reviewed and verified vendor completeness and compliance to rectify billing disputes and fraud cases
- Built strong relationships with customers to increase retention and loyalty
- Recommended products and services to meet customers' credit card and banking needs
- Researched and resolved customer complaints and disputes related to credit card accounts
- Investigated and resolved customer disputes related to credit decisions.
Technical Trainer
The Phone Support Systweak Softwares
12.2011 - 06.2013
- Compiled IT training and assessment resources based on understanding of technical processes and skills-development needs
- Worked with video production team and developed new training content in various distribution channels
- Cultivated customized curriculum and course content to address organizational technology training mandates
- Collaborated with technical manager to identify key areas necessitating training based on software and equipment design
- Acted as second-tier technical resource for helpdesk and assisted with answering technical questions
- Updated training coursework and requirements according to group and technology changes
- Developed and implemented successful onboarding program
- Trained and mentored 15 new personnel hired to fulfill various roles in a single batch.
Customer Service Representative
Concentrix
12.2011 - 06.2013
- Offered advice and assistance to customers, paying attention to special needs or wants
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Updated account information to maintain customer records
- Answered constant flow of customer calls with minimal wait times
- Provided primary customer support to internal and external customers
- Answered customer telephone calls promptly to avoid on-hold wait times
- Processed customer service orders promptly to increase customer satisfaction
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Education
Bachelor of Computer Applications - Computers
Jai Narayan Vyas University
Jodhpur, Rajasthan 08.2008 - 05.2011
Senior Secondary Education(12th) - Commerce
Army Public School
Jodhpur, Rajasthan 03.2007 - 05.2008
Skills
Operations Management
Problem-Solving
Customer Service
People Management
MS Office
Operations Monitoring
Performance reporting
SLA Management
Client Relationships
Performance Management
Staff Training
Problem Management
Timeline
Operations Manager
HCL Tech
12.2021 - Current
Senior Technician
Dell Technologies Ind Pvt Ltd
08.2017 - 12.2021
Customer Service Executive
American Express India Pvt LTD
01.2014 - 01.2017
Technical Trainer
The Phone Support Systweak Softwares
12.2011 - 06.2013
Customer Service Representative
Concentrix
12.2011 - 06.2013
Bachelor of Computer Applications - Computers
Jai Narayan Vyas University
08.2008 - 05.2011
Senior Secondary Education(12th) - Commerce
Army Public School
03.2007 - 05.2008
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