SHIVANAND TRIPATHI
New Delhi
Summary
Accomplished Assistant Manager – Operations with extensive experience in managing international telecom processes and leading teams to achieve high service standards. Proven track record in operations management, KPI management, and process improvement, consistently enhancing customer experience and service quality. Skilled in stakeholder management, performance coaching, and escalation management, with a strong focus on achieving targets and maintaining compliance. Adept at fostering team leadership and building a customer-centric approach through effective communication and emotional intelligence. Career goal: to leverage expertise in operations management to drive strategic initiatives that align with business objectives.
Overview
1
1
Certification
21
21
years of professional experience
Work History
Assistant Manager – Operations
Concentrix India Pvt. Ltd.
03.2010 - 05.2026
- Oversaw daily operations for team of 20+ customer-service professionals in fast-paced international environment, ensuring high service standards.
- Owned operational performance across KPI, SLA, quality, productivity, adherence and CSAT, with consistent focus on target attainment.
- Monitored team performance, identified operational gaps and implemented corrective-action plans to improve outcomes.
- Led process-improvement initiatives targeting operational efficiency, enhancing customer experience and service quality.
- Conducted regular coaching, performance reviews and development sessions to improve individual and team capability.
- Resolved customer and operational escalations, maintaining effective communication with stakeholders and adhering to service standards.
- Ensured adherence to organizational policies, processes, compliance requirements and client expectations.
- Partnered with internal stakeholders to align people, process and performance with business and customer-service objectives.
- International Telecom Process
Senior Customer Care Executive
Fiserv India Pvt. Ltd.
09.2007 - 03.2010
- Delivered high-quality customer support within a financial-services environment.
- Handled customer queries, concerns and service-related issues through effective resolution and professional communication.
- Managed complex customer interactions with strong ownership, problem-solving and customer-focus.
- Achieved established quality, compliance, productivity and customer satisfaction standards consistently.
- Ensured process and SLA compliance while supporting productivity, quality and process profitability objectives.
- Assisted US clients with property loans; researched property information through various online resources to enhance service delivery.
- Fostered a positive work environment through constructive feedback and continuous learning initiatives.
- BPO – Lending / Mortgage Process | US Client Operations
Customer Care Executive
iEnergizer
Noida
06.2005 - 08.2007
- Provided customer support for US clients at Sony Electronics. | Sony Electronics, PRC, Match.com & Udate.com
- Delivered technical support to Sony Electronics US customers and assisted with customer support for PRC, Match.com, and Udate.com processes, enhancing user experience.
- Achieved high customer satisfaction with multiple client appreciations, reflected in strong Very Satisfied survey results.
- Ensured process and SLA compliance while maintaining service quality and productivity targets.
- Coordinated with management to support process improvement and smooth operations.
- Developed procedural documentation and mentored new team members, facilitating smoother onboarding and knowledge transfer.
Education
'A' Level Advanced Diploma -
DOEACC Society
New Delhi01-2003
Bachelor of Arts (B.A.) -
Dr. Ram Manohar Lohia Awadh University
01-2002
'O' Level -
DOEACC Society
New Delhi01-2002
Skills
- Operations Management
- KPI management
- Process Improvement
- Quality Assurance
- Workforce Management
- Escalation Management
- Client Management
- Telecom Operations
- Performance Coaching
- MIS Reporting
- Customer Service
- Team Leadership
- Stakeholder Management
- Decision Making
- Problem Solving
- Adaptability
- Time Management
- Team Building
- Communication
- Conflict Resolution
- Coaching
- Customer-Centric Approach
- Emotional Intelligence
- Emotional Intelligence
Certification
- Customer Service Excellence Training
- Leadership & People Management Training
- Performance Management & Coaching Training
- Quality Assurance & Process Improvement Training
- Communication & Soft Skills Development Training
- Escalation & Complaint Handling Training
Accomplishments
- Consistently exceeded operational KPIs, SLAs, and service delivery targets across a 20+ year career.
- Recognized by clients for maintaining consistently high-quality customer service standards.
- Drove process-improvement initiatives that enhanced operational efficiency and service quality.
- Supported and improved Customer Satisfaction (CSAT) through targeted team-level interventions.
- Boosted employee engagement and retention through structured coaching and mentoring.
- Successfully led and managed teams of 20+ employees across shifts and processes.
- Sustained strong performance on quality, attendance, productivity, and SLA compliance.
Custom
- 20+ Years BPO & Customer Service
- 16+ Years Operations (Concentrix)
- 20+ Employees Managed
- Telecom & Financial Services Process Experience
- KPI
- SLA
- CSAT
- Quality
- Productivity
- Coaching
Timeline
Assistant Manager – Operations
Concentrix India Pvt. Ltd.
03.2010 - 05.2026
Senior Customer Care Executive
Fiserv India Pvt. Ltd.
09.2007 - 03.2010
Customer Care Executive
iEnergizer
06.2005 - 08.2007
'A' Level Advanced Diploma -
DOEACC Society
Bachelor of Arts (B.A.) -
Dr. Ram Manohar Lohia Awadh University
'O' Level -
DOEACC Society