SHREEVANT KUMAR
Team Leader Operations
New Delhi
Summary
Results-oriented Operations Team Leader with flexible and creative approach to handling routine and complex operational challenges. Clear and disciplined with skill in inspiring employees to meet and exceed performance targets. Well-versed in setting team targets, monitoring performance and documenting results. Skilled multitasker with an organized and diligent approach to tackling any issue and developing effective resolutions.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Team Leader Operations
Accenture
11.2019 - Current
- People management- Retention, roll-rotation, growth identification, and performance management
- Monitor and document the work schedule of staff and absences
- Implementing a quality culture of publishing Daily reports, performing RCA, and preparing customized solutions
- Establish & Manage Relationships / Engagement with the Clients
- Organize resources, set goals, and carry out strategy from Executives and clients on a day-to-day basis
- Take part in the weekly and monthly calls with clients to understand the expectations from the teams and provided updates
- Process Ambassador for the Referral program
- Assisted with improving revenue and customer numbers by overseeing implementation of diverse sales and service initiatives.
- Conceptualize, build, deploy, and manage robust delivery solutions liaising with support teams (Capability Development, IT, HR, Admin)
- Maintained team compliance with company standards, safety practices and regulatory and environmental requirements.
Team Leader Ops
Interglobe Technologies
Gurgaon
05.2018 - 05.2019
- People Management: Skilled to lead, manage and motivate the team to perform as per the business plans & targets
- Supervise and coach 4 team managers in the implementation of new strategies, improving operations, and exceeding plan quality and productivity goals
- Employed new agents and promoted skilled SME’s to enhance service levels and to maintain client expectations
- C SAT, Attrition, Escalation management.
Team Leader Ops
Bird Information System
Gurgaon
10.2016 - 12.2017
- Led 20-member team in conducting the day-to-day operations of the process, ensuring smooth productivity of products, and facilitating the implementation of new production strategies
- Monitor calls and provide regular coaching and mentoring to agents and track low performers in team
- Analyzed agent productivity reports and communicated potential issues to Operations Manager, preventing financial loss and escalations from occurring
Event Coordinator
Freelancer
New Delhi
10.2014 - 10.2016
- Managed event logistics and operations.
- Managed administrative logistics of events planning, event booking, and event promotions.
- Coordinated schedules and timelines for events.
- Performed event coordination for larger parties and gatherings.
Process Associate
Interglobe Technologies
Gurgaon
09.2013 - 09.2014
- Building a strong relationship with clients
- Had Strong Hold on NAVITAIRE
- Giving customer courteous and Hassel free service
- Reservations and rescheduling for the clients
- Guiding passenger with policies and procedures
- Researching travel options & presenting the best deals in terms of requirements
Education
BBA - Business Management
Wisdom Institute of Management And Technology
New Delhi 04.2016 - 07.2018
Skills
Operations leadership
Team collaboration and leadership
Performance improvement
Employee Evaluation
Daily workflow improvement
Client Service
MS Office
Dependable and Responsible
Problem-Solving
Flexible and Adaptable
Good Telephone Etiquette
PPE Compliance
Timeline
Team Leader Operations
Accenture
11.2019 - Current
Team Leader Ops
Interglobe Technologies
05.2018 - 05.2019
Team Leader Ops
Bird Information System
10.2016 - 12.2017
BBA - Business Management
Wisdom Institute of Management And Technology
04.2016 - 07.2018
Event Coordinator
Freelancer
10.2014 - 10.2016
Process Associate
Interglobe Technologies
09.2013 - 09.2014