Shubham Dutta
Delhi
Summary
Dynamic Operations Manager excelling in team building, cost-cutting, and operational optimization. Driven to slash expenses while elevating product and service quality. Lead high-performing teams, consistently achieving company goals through meticulous practices. Thrives under pressure, adapting to challenges, and enhancing the organizational brand. Innovatively balances the "big picture" with detail focus. Expert in business development and adept at streamlining processes for heightened efficiency.
Overview
10
10
years of professional experience
Work History
Manager
Coding Ninjas
Gurgaon
08.2022 - Current
- Led and managed a team of 50 teachers and 25 TA executives, addressing student-related issues efficiently Viva Email and call
- Led a dedicated escalation response team, achieving a phenomenal 98% first-call resolution rate, resulting in a 10% decrease in customer service call volume
- Collaborated with multiple departments, including Sales, Operations, Customer Success, Customer Engagement, Content, Tech, and Teacher & Student Engagement
- Managed vendor relationships and collaborated on projects for efficient vendor management
- Successfully resolved over 7000+ student issues, demonstrating a proactive approach to problem-solving
- Worked on the Project Organized by Naukri for the students who are in Placement cell, resulting in a 10% increase in placement
- Accountable for meeting and exceeding key performance indicators (KPIs) aligned with company requirements
- Achieved 4.9 Rating from Customers end for the Weekend Webinars in all four quarters
- Oversaw social escalations and managed internal and external escalations, reporting directly to the Operations, Quality, and Training teams
- Orchestrated daily operations, ensuring smooth functioning, managing the Profit and Loss (P&L) for the Teacher side (saving 56% of revenue), and spearheading hiring processes
- Achieved 100% conformance through regular reviews, preventing non-compliance during audits
- Managed and generated various reports and MIS for the process, addressing stakeholder requirements.
Manager
Byju's, Whitehatjr
Gurgaon
06.2020 - 07.2022
- Headed two Lines of Business (LOB) – Inactive and LSM, overseeing 4 Assistant Managers, each managing 3 teams of 25-30 members
- Collaborated with Sales, Operations, Customer Success, Customer Engagement, Teacher Engagement, and Escalation Management departments
- Personally managed 250+ customer and 250+ teacher emails under Relationship Management and Key Account Manager models
- Worked closely with retention Team, resulting 30 % increase in numbers
- Led a team of 50-55 Relationship Managers, including 3 Assistant Managers, handling customers in the US, Australia, UK, India, and New Zealand
- Managed queries, concerns, and complaints via call or chat, addressing escalations, conducting Root Cause Analysis, and implementing action plans
- Coached associates and leaders, sharing regular KPI scores, and published daily reports showcasing FRT, Mis-Chat/Engagement, etc
- Conducted random audits of chats/calls for feedback, monthly/weekly assessments, and performance reviews with team members and stakeholders
- Led a Compliance project with 10+ parameters of monetary impact, ensuring continuous improvement initiatives and guiding newly promoted supervisors and SMEs
- Coordinated with HR and Training teams for hiring and training according to projections
- Managed reports and MIS for the process, leading internal and external projects to enhance client business and increase net profit through automation and creative ideas.
Manager
Tech Mahindra
04.2019 - 06.2020
- Lead Flipkart L2 Team of 50, managing partners and stakeholders (Seller & Logistic Team) to resolve customer issues
- Initially worked in Customer Service, handling customer queries, concerns, and complaints
- Collaborated with Escalation backhand team (L2), overseeing team productivity, setting goals, handling escalations, RCA, and action plans
- Coached associates on opportunities, shared KPI scores regularly, and built client relations through calls and meetings, addressing real-time challenges
- Initiated client visits and managed relationships, creating focus groups, sharing recommendations, and leading brainstorming sessions to improve business and increase revenue
- Participated in weekly internal and external calibration sessions, sharing reports on variances.
Team Manager
Interglobe Technology
Gurgaon
03.2017 - 01.2019
- Led 3 critical LOBs at Indigo (MHB, PHSD & SPECIAL ASSISTANCE), overseeing 55-60 team members, including 5 SMEs across all sectors
- Maintained high performance on Client & delivery targets, executing day-to-day operational activities such as Performance Management, Rewards & Recognition, Coaching& Feedback, people management, and development
- Collaborated with delivery excellence, ensuring Continuous Improvement initiatives were implemented and closed at both team and process levels
- Fostered an inspiring team environment with open communication, set clear goals, delegated tasks, and monitored team performance, reporting on metrics
- Motivated team members, handled both Email & Calling processes, and developed strategies to achieve team goals
- Managed multiple site customers from GULF, UAE, SINGAPORE, MALAYSIA, BANGKOK, and INDIA
- Provided necessary training, communicated clear instructions, and managed operations.
Assistant Manager
Teleperformance
Gurgaon / Jaipur
02.2014 - 01.2017
- Managed customer interactions over Call & Email, consistently delivering excellent customer experiences and efficiently handling escalations
- Managed multiple site customers from UAE, USA, MALAYSIA, EMEA, and INDIA
- ( UBER Process ) Led a team of 51 individuals, overseeing 3 Team Leads
- Ensured achievement of KPIs for all quarters through effective team management
- Established a complete call center for a new process
- Created and implemented Standard Operating Procedures (SOP) for the process
- Attended weekly business reviews, presenting performance and data insights
- Engaged in direct client interactions to discuss and promptly resolve issues
- Supported customers on calls, chats and email for the most valuable start-up in the world.
Education
MBA - Operations Management
NMIMS University
05-2025
Accounting
Monald University
Uttar Pradesh06-2014
High School Diploma -
St. Xavier School
Patna06-2011
Skills
- Leadership
- Conflict Resolution
- Budgeting
- Risk Management
- Resource Management
- Cross-functional Innovation
- Operations Management
- Decision Making
- Customer Service
- Adaptability
- Communication
- Creative Problem Solving
- Microsoft Office
- Project Management
- Reports
- Client Handling
- Problem Identification
- Team Collaboration
- Program Management
- Vendor Management
- Microsoft Excel
- Microsoft Power Point
- Continuous Improvement
- Microsoft Excel
- Multitasking
- Stakeholder Management
- Hiring
- Quality Management
- Remote Team Management
- Google Suite
Timeline
Manager
Coding Ninjas
08.2022 - Current
Manager
Byju's, Whitehatjr
06.2020 - 07.2022
Manager
Tech Mahindra
04.2019 - 06.2020
Team Manager
Interglobe Technology
03.2017 - 01.2019
Assistant Manager
Teleperformance
02.2014 - 01.2017
MBA - Operations Management
NMIMS University
Accounting
Monald University
High School Diploma -
St. Xavier School
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