Siddharth Bhagat
Deputy Manager - Ops
N 104, Jasminium, Magarpatta City, Pune
Summary
Dynamic, Innovative, determined and Goal-Oriented Management professional with exceptional leadership qualities having17 years of experience in the Business Process Outsourcing industry. Excellent interpersonal and communication skills. Dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Dedicated team player skilled at mediation and conflict resolution. Forward-thinking skilled at operating departments efficiently to meet goals. Friendly & committed to creating a positive work environment through effective mentoring and coaching.
Overview
17
17
years of professional experience
7
7
years of post-secondary education
5
5
Certifications
Work History
Deputy Manager
WNS Global Services
Pune
04.2017 - Current
- Introduced new methods, practices, and systems to reduce turnaround time.
- Liaised with team members, stakeholders and vendors to coordinate activities, provisioning, environment setup, risk mitigation and follow-up.
- Driving Quality & Efficiency projects, Brainwave within the teams.
- Pursued every opportunity to learn about Insurance business at all levels and improve team member support.
- Maintained, documented and presented progress reports to leaders.
- Created reports and analyzed and interpreted data.
- Maximized resource utilization during BAU to uphold client targets.
- Worked collaboratively Quality, Training and Risk team for the process transition.
- Ensure service level Metrics are met as defined by the client.
- Maintaining EWS accuracy, Attrition Management, One on One Adherence, learning and development of team members.
- Work state management, designing and managing team goal and parameters (KPIs).
- Ensuring team bonding, manage and guide career aspirations of agents/lead coaches.
Assistant Manager
WNS Global Services
Pune
03.2014 - 04.2017
- Created employee schedules to align coverage with forecasted demands.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Mentored team members to enhance professional development and accountability in workplace.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Lead Associate
WNS Global Services
Pune
04.2012 - 03.2014
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Established as reliable resource for staff members troubleshooting complex administrative and training issues promptly.
- Increased profitability and productivity by minimizing downtime and streamlining quality control procedures.
- Completed daily logs for management review.
- Trained and supervised employees on office policies and procedures.
Senior Customer Service Associate
Noida Customer Operations Pvt Ltd an EXL Company
Pune
09.2009 - 04.2012
- Developed and maintained strong relationships with customers to foster repeat business.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Escalated issues to proper supervisors when standard processes were not effective.
- Greeted customers and listened closely to problems described to determine solutions.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Trained staff on operating procedures and company services.
- Cross-trained and backed up other customer service managers.
- Exhibited high energy and professionalism when dealing with clients and staff.
Customer Care Executive
Noida Customer Operations Pvt Ltd an EXL Company
Pune
01.2006 - 09.2009
- Took ownership of customers issues to follow problems through to resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Kept accurate records of all customer interactions and transactions.
Education
MBA - Operations Management
Symbiosis Institute of Management Studies
Pune 10.2018 - 10.2022
Bachelor of Science - Computers
Fergusson Collage
Pune, India 06.1998 - 10.2001
Skills
Operations Management
Business Administration
Project Management
Decision-making capabilities
Performance improvements
Process and procedure development
Task Delegation
Staff Management
Employee performance evaluations
Community Involvement
Regularly volunteered teaching student of Dnyandeep English Medium School, Keshav Nagar, Pune as part of CSR activity. The Foundation supports Underprivileged Children.
Certification
Certified CF1 UK Financial services, regulation and ethics
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
If you really look closely, most overnight successes took a long time.
Steve Jobs
Timeline
MBA - Operations Management
Symbiosis Institute of Management Studies
10.2018 - 10.2022
Deputy Manager
WNS Global Services
04.2017 - Current
Assistant Manager
WNS Global Services
03.2014 - 04.2017
Lead Associate
WNS Global Services
04.2012 - 03.2014
Senior Customer Service Associate
Noida Customer Operations Pvt Ltd an EXL Company
09.2009 - 04.2012
Customer Care Executive
Noida Customer Operations Pvt Ltd an EXL Company
01.2006 - 09.2009
Bachelor of Science - Computers
Fergusson Collage
06.1998 - 10.2001