Shiva Shanker

Motivated Assistant Operations Manager with a proven track record in developing and implementing operational plans and schedules. Comprehensive understanding of desirable fiscal management and strategic guidance practices. Effectively prioritizes tasks and addresses organizational objectives through thorough task-completion roadmaps. Consistently meets company goals by utilizing consistent and organized practices. Excels in working under pressure and adapting to new situations and challenges. Strives to enhance the organizational brand.

• Date of Birth: 07/07/76
• Gender: Male
• Nationality: Indian
• Marital Status: Married

• Concentrix Daksh Services India Private Limited, Asst. Manager Operations, 03/21/19 - Present, Managed and provided leadership to a team of 30 content moderation administrators, ensuring adherence to platform policies and standards., Oversaw the day-to-day operations of the content moderation team, including task assignments, performance evaluations, and training programs., Implemented effective workflows and quality assurance measures to optimize the team's productivity and maintain high-quality content moderation., Acted as a liaison between the content moderation team and other departments, facilitating communication and collaboration to achieve organizational goals., Developed and implemented strategies for continuous improvement and innovation within the content moderation process., Successfully handled escalated content moderation issues and resolved conflicts within the team in a timely and professional manner., Suggested process changes based on self RCA and QA team inferences., Conducted training sessions for BQ performers., Collaborated with WFM to create a dashboard for performance tracking., Completed a project on reducing AHT without impacting work quality.
• Concentrix Services India Private Limited, Asst. Manager Operations, 06/29/18 - 03/20/19, Led and supervised a team of 30 customer support representatives responsible for addressing technical and billing issues for a globally recognized mobile phone brand., Developed and implemented strategies to ensure timely and effective resolution of customer inquiries and concerns., Provided ongoing training, coaching, and mentoring to enhance team members' technical expertise and customer service abilities., Established and maintained communication channels with internal departments to streamline processes and resolve complex customer issues., Monitored key performance indicators and conducted regular performance reviews., Collaborated with cross-functional teams to enhance customer support experience and drive customer retention., Acted as a point of escalation for challenging customer cases., Conducted weekly client calibration sessions and monthly team performance calls.
• Hinduja Global Solutions Limited, Sr. Team Lead, 09/01/15 - 02/26/18, Led a team of 15 for technical and billing issues of customers regarding broadband and internet., Conducted daily meetings with two TLs reporting to me., Provided feedback and organized trainings to improve performance., Tracked BQ movement and shared the same in reviews with the manager., Organized monthly team meetings and conducted performance reviews., Handled escalations and coordinated with different departments for timely issue resolution.
• Mphasis Pvt Ltd, Unit Manager, 07/14/14 - 08/31/15, Led a team of 20 for technical and billing issues for an internet client., Conducted daily huddles and one-on-one meetings with team members., Provided feedback and organized trainings to improve performance., Tracked BQ movement and shared the same in reviews with the manager., Organized monthly team meetings and conducted performance reviews., Handled escalations and conducted client calibration sessions.
• Infosys BPO Limited, Team Lead, 12/19/13 - 07/01/14, Led a team of 18 for billing issues for a telecom client., Conducted daily huddles and one-on-one meetings with team members., Provided feedback and conducted quality evaluations., Organized weekly team meetings and conducted performance reviews., Handled escalations and conducted client calibration sessions., Took additional responsibility for publishing schedules and generating reports.
• Hinduja Global Solutions Limited, Group Lead, 12/03 - 11/10, Worked in HGSL for 7 years., Interacted with clients to analyze business and plan daily operations., Conducted weekly and monthly business reviews with clients., Reviewed team's monthly performance and conducted appraisals., Handled reports and quality evaluations., Organized weekly team meetings and provided technical support., Handled training batches and resolved escalated problems., Took additional responsibility for handling reports and schedules.