Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Shivam Dass

Assistant Manager
New Delhi

Summary

Dynamic Assistant Manager with 7 years of experience and proven track record at EXL Service, leading a team of 30 to surpass SLAs and KPIs through strategic planning and operational excellence. Expert in operations management and communication, excel in problem-solving, driving process improvements, and boosting team performance. Skilled in MS Office and adept at fostering employee development.

Overview

7
7
years of professional experience
5
5
years of post-secondary education
4
4
Certifications

Work History

Assistant Manager

EXL Service
Noida
03.2019 - Current
  • Currently Managing a Team of 30 junior & senior team members in Life, Annuity & Health Business which includes Hiring, People Engagement, Development & also driving Process Improvements
  • Efficiently managing queues and turnaround times (TAT), leading a dedicated team, and consistently maintaining critical Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
  • Performed Root Cause Analysis and Monitored KPIs to evaluate team performance, identifying areas for improvement and implementing corrective actions.
  • Developing Weekly and Monthly Business Review decks and leading meetings with onshore process stakeholders.
  • Acted as subject matter expert, answering internal and external questions and queries.
  • Conducted comprehensive process training for both onshore and offshore teams
  • Improved customer satisfaction by addressing and resolving errors, complaints and escalation promptly.
  • Using data-driven insights to improve decision-making and overall efficiency.
  • Identifying and solving complex problems, delivering innovative solutions, and driving operational excellence.

Operations Team Member

Reservation Data Maintenance India Private Limited
Gurugram
08.2017 - 03.2019
  • Handling inbound and outbound email for US-based client
  • Resolved customer issues promptly, maintaining high level of satisfaction.
  • Assisted in development of training materials for new team members, ensuring efficient onboarding.
  • Gathered, organized and input information into digital database.
  • Accurately input and update data into systems and databases.
  • Prepare and maintain documents, reports, and records
  • Follow up on pending tasks to ensure deadlines are met.
  • Assist with miscellaneous administrative tasks as assigned.

Education

Bachelor of Computer Applications - Information Technology And Computer Science

Guru Gobind Singh Indraprastha University
New Delhi, India
08.2014 - 08.2017

12th - Commerce

CBSE
New Delhi, India
04.2013 - 06.2014

10th -

CBSE
New Delhi, India
04.2011 - 05.2012

Skills

Operations Management

MS Office: MS Word, Excel, Power point, Outlook

Excellent Analytical, Problem solving and Decision-making skills

Communication Excellence

Product and Domain knowledge

Employee Performance Evaluations

Staff Training and Development

Strategic Planning

Workload Management

Project Management

Accomplishments

· Exceptional performer award (Q4 2019)

· Top performer award (Q2 2021)

· Top performer award (Q4 2021)

· Certificate Excellence Torch-bearer Award (Q3 2023)

Certification

Digital Ops associate Certification

Timeline

Lean Six Sigma Yellow Belt

05-2023

Power BI

06-2022

Data Analytics with Excel

06-2022

Digital Ops associate Certification

05-2022

Assistant Manager

EXL Service
03.2019 - Current

Operations Team Member

Reservation Data Maintenance India Private Limited
08.2017 - 03.2019

Bachelor of Computer Applications - Information Technology And Computer Science

Guru Gobind Singh Indraprastha University
08.2014 - 08.2017

12th - Commerce

CBSE
04.2013 - 06.2014

10th -

CBSE
04.2011 - 05.2012

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Shivam DassAssistant Manager