Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Shorabh Kumar

Shorabh Kumar

Client Relationship And Operations
Greater Noida (West),UP

Summary

Results-oriented business leader with more than 5 years of experience in day-to-day business operations management. Effective liaison to key clients, Leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Adept at directing work of completion consultants and completion supervisors. Well organized, attentive to detail and vigilant in Streamlining processes for efficiency and productivity. Motivational and inspiring team leader with expertise in scheduling, customer relationship management and inventory control. Resourceful and methodical self-starter. Highly skilled in streamlining operations and improving throughput through continuous process improvement and cross-functional collaboration. Accomplished in building high-performing teams and inspiring staff to achieve goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals with the zeal to learn, grow and adapt new technologies.

Overview

5
5
years of professional experience
8
8
years of post-secondary education
2
2
Languages

Work History

Head of Client Relations and Operations

SSSi Tutoring Services
Noida, Uttar Pradesh
12.2021 - 08.2022
  • Worked with customers to understand needs and provide excellent service.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement (15% Increase in sales revenue and 20% increase in per order value).
  • Proved successful working within tight deadlines and fast-paced atmosphere via positive energy and enthusiasm.
  • Resolved conflicts and negotiated mutually beneficial agreements between parties.
  • Carried out day-to-day duties accurately and efficiently for improved operational performance.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.
  • Product website review and strategizing for increasing traffic and reach client via content analysis, page setup and design analysis.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Reduced process bottlenecks by spearheaded departmental training and coaching employees on practices, procedures and performance strategies.
  • Built and reviewed master service agreements to simplify and streamline contract negotiation process.
  • Advanced productivity KPIs to achieve key business goals and objectives.
  • Collaborated with sales team to set monthly funding goals and tracked progress using panel dashboard.
  • Monitored incoming calls and provided feedback to [Number] associates to improve quality of service.

Senior Team Manager

Paperpedia Pvt. Ltd
Noida, Uttar Pradesh
06.2019 - 10.2021
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Maintained practice and strength-building equipment and purchased new equipment to replace deficient pieces.
  • Developed and delivered new hire transition training and quality assurance programs, increasing new-hire retention %ge by 80%.
  • Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Surveyed clients to ascertain requirements and expectations for product.
  • Assigned tasks to associates, staffed projects and updated involved parties to enhance optimal business flow.
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
  • Supported leadership team with reporting, analysis and business presentations to inform divisional strategies.
  • Developed and presented business cases, presentations and reports to senior management.

Junior Research Analyst

Paperpedia Pvt. Ltd
Noida, Uttar Pradesh
06.2018 - 06.2019
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Prepared variety of different written communications, reports and documents of 2000-2500 Words Per Day.
  • Gathered, arranged and corrected research data to create representative graphs and charts highlighting results for presentations.
  • Completed exhaustive research into various domains using databases, physical records and digital resources.
  • Synthesized and utilized key information from proposals, technical reports and publications to achieve objectives.
  • Conducted independent research to validate efficacy of solutions, assimilate results and prepare written technical reports.
  • Actively listened to customers' requests, confirming full understanding before addressing concerns

Subject Matter Expert & Team Lead

ACADECRAFT PVT. LTD
Noida, Uttar Pradesh
04.2017 - 05.2018
  • Alt-Text Writing (Mathematics and Science for K-12 Segment) Clients: Six Red Marble
  • Developed Sample Questions and solutions for competitive examinations (SSC, GATE, RRB etc.) for various clients Ex. Wiley, Disha Publications etc.
  • Textbook Solution Development (Clients: Chegg Pvt. Ltd)
  • Improved user productivity and efficiency through system training and support.
  • K-12 Assessment Development as per standards of Revised Blooms Taxonomy; Client (NIIT Technologies)
  • Development of PowerPoint slide for K-12 books; Clients (Oxford, Tata McGraw Hills)
  • Quality Review and Performance management as per client’s expectations and needs to improvise product and operational cycle.
  • Improved system performance by eliminating operational gaps and software bugs.
  • Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.

Education

Executive MBA - Finance & Operations

Jamia MIllia Islamia
New Delhi
07.2020 - 07.2022

Bachelor of Technology - Mechanical Engineering

Greater Noida Institute of Technology
Greater Noida
08.2013 - 08.2017

Senior Secondary School (PCM) -

DAV Public School
Patna
04.2011 - 05.2013

Skills

Vendor and client management

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Timeline

Head of Client Relations and Operations

SSSi Tutoring Services
12.2021 - 08.2022

Executive MBA - Finance & Operations

Jamia MIllia Islamia
07.2020 - 07.2022

Senior Team Manager

Paperpedia Pvt. Ltd
06.2019 - 10.2021

Junior Research Analyst

Paperpedia Pvt. Ltd
06.2018 - 06.2019

Subject Matter Expert & Team Lead

ACADECRAFT PVT. LTD
04.2017 - 05.2018

Bachelor of Technology - Mechanical Engineering

Greater Noida Institute of Technology
08.2013 - 08.2017

Senior Secondary School (PCM) -

DAV Public School
04.2011 - 05.2013
Shorabh KumarClient Relationship And Operations