Saumya Jaiswal
Assistant Manager
Summary
Results-driven leader with extensive experience in team management of 30+ staff, client relationship management, process development, promotional campaign support and staff training. Proven ability to recommend strategies that reduce shrinkage and attrition, improve client communications, and drive growth within diverse markets. Skilled with outstanding customer service skills and 5+ years of leadership experience, capable of taking calculated risks while adapting to high-pressure situations. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
2
2
Languages
Work History
Assistant Manager
Concentrix
- Oversaw full-scale operations of the largest video sharing platform of the world
- Currently managing the overall operational metrics for one workflow and sharing all the performance metrics with the client on weekly/monthly basis
- Managing a team (30+) of advisors, senior advisors, and SMEs, regarding performances on 4 major KPIs which are: (1) Productivity (2) Compliance (3) Customer Experience (4) Utilization (Time on System)
- Mentoring advisors and Coaches through effective communication skills displaying Positive Leadership
- Educating and updating frontline advisors regularly about the company's expectations, keeping them informed about SLA's or changes
- Strategize to identify areas for improvement and business expansion via client, customer, people, and metric management
- Directing and leading daily operations for a cross-functional team, overseeing service coordination and delivery to the world's largest video sharing platform
- Led the development, implementation, and evaluation of business strategies via trend analysis and internal/external stakeholder engagement.
Operations Lead
Concentrix
10.2020 - 08.2022
- Successfully closure of the 3 client run projects to test run & desire outcome of each project (eg: testing the AI mechanism changes & changes in the tools)
- Trained, coached, and mentored all admins, on floor trainers, and team leaders in operational policies and procedures while overseeing performance evaluations
- Strengthened client partnerships to ensure achievement of client and quality performance goals while recommending solutions and new strategies to drive customer retention and satisfaction
- Monitored operations to ensure 100% compliance with client specifications, audits, and service level agreements
- Delivered multiple client run projects to improve client classifiers and tools resulting in project specific improvement.
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
Senior Policy Specialist
Concentrix
09.2019 - 10.2020
- Oversaw the content on the largest video sharing platforms, core job is to ensure the available content on the platform is suitable for all age brackets to watch
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues through live chat support.
- Maintained detailed records of customer interactions, ensuring seamless follow-up actions when necessary.
- Played an integral role in mentoring new team members, sharing expertise and best practices to enhance overall team performance.
- Collaborated with cross-functional teams to improve overall customer experience and address recurring issues.
- Assisted team leader with coaching and mentoring of new employees.
- Researched customer inquiries to provide accurate and up-to-date information.
Policy Specialist
09.2017 - 09.2019
- Oversaw the complete operation for international clients regarding their telecom/fixed line network
- Tracking of inventory with regards to handset for client
- Managing lease details for inventory
- Managing and tracking of end user profile and fixing the dispute of end user
- Supporting and mentoring new hires to ensure success of the process.
Education
M.Com - Human Resource Management
DDU Gorakhpur
B.Com - Commerce
DDU Gorakhpur
10+2 - Commerce
CBSE
10 - undefined
CBSE
Skills
undefined
Honors And Awards
- Most valued Ops member for consecutively for 3 months
- Multiple client appreciations received on the leading projects run projects
- Awarded as a 'GEM Performer' in the annual award Ceremony 'Aabhar'
- Won Dance Competitions SOLO as well as GROUP at school & Professional level
- Organized Annual function and summer Camp for P.D Academy school, Deoria
- Awarded as the 'Youngest women Achiever in Public Interest' of the Year award by Inner wheel Chairman
- Awarded as the best choice 'President's Award' By the District President.
Timeline
Operations Lead
Concentrix
10.2020 - 08.2022
Senior Policy Specialist
Concentrix
09.2019 - 10.2020
Policy Specialist
09.2017 - 09.2019
M.Com - Human Resource Management
DDU Gorakhpur
B.Com - Commerce
DDU Gorakhpur
10+2 - Commerce
CBSE
10 - undefined
CBSE
Assistant Manager
Concentrix
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