Sidharth Batra
Program Manager II
Pune
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Self-Motivated and cheerful Program Manager with 17+ years of overall experience of coordinating and monitoring operations across various departments. 5+ years of experience as Customer Service Manager supporting operations and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Overview
18
18
years of professional experience
Work History
Program Manager II
Amazon
Pune
04.2017 - Current
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Interacted with internal customers to identify business needs and requirements.
- Coached team members on productivity strategies to accomplish challenging goals.
- Identified program obstacles and communicated possible impacts to team.
- Researched industry best practices in support of training development and program content.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Established milestones and objectives based on input from functional areas and stakeholders.
- Provided program management expertise in agile methods, practices and execution.
- Built teams to address project goals and objectives for multiple projects.
Customer Service Manager
Amazon development centre
Pune
08.2016 - 03.2017
- Regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively participate in and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy,productivity, and quality.
- Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
- Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom associates into future CS Managers.
- Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site like Performance Related Pay, transportation etc. and may require interface with other sites in network.
- Develop and Achieve performance goals and objectives in line with the network wide vision and goals
Team Manager
Convergys
Gurgaon
10.2008 - 08.2016
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Led employee relations through effective communication, coaching, training, and development.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Developed performance measurement strategies, identifying areas for improvement.
Customer Service Representative
EXL Service
Gurgaon
12.2007 - 08.2008
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
Customer Service Representative
Baxy Infosol
Gurgaon
12.2005 - 06.2007
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
Education
Bachelor of Arts - Art Education
04.2008 - 03.2012
Skills
Team leadership and direction
Performance monitoring
Program leadership
Life cycle Management
Project Management
Strategic planning
Customer and personnel training
Data analysis
Operations management
Cross functional Team Builder
Conflict Resolution
Stakeholder Management
Influencing and Negotiating
Creating Mechanisms
Management Skill
Program implementation
Accomplishments
- Supervised team of 60 staff members.
- Collaborated with team of 6 in the development of Leading Success: Team Manager Coaching and Communication Program.
- Achieved overall improvement of 917 BPS in the team manager competency of giving effective feedback by completing Team Manager Coaching and Communication program.
- Business immersion program: Creation of on-boarding plans for HRBP and rekindle hires Since the managers had unique background and experience which needed close governance and implementation of a customized plan.
- Automation : Quality team was facing a challenge related to the overall participation of team managers in attending call calibrations, Transition from the manual process to automation helped the Quality team can encourage higher participation rates among team managers, foster a culture of quality and continuous improvement, and ultimately enhance the effectiveness of call calibrations.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Program Manager II - Amazon
04.2017 - Current
Customer Service Manager - Amazon development centre
08.2016 - 03.2017
Team Manager - Convergys
10.2008 - 08.2016
Delhi University - Bachelor of Arts, Art Education
04.2008 - 03.2012
Customer Service Representative - EXL Service
12.2007 - 08.2008
Customer Service Representative - Baxy Infosol
12.2005 - 06.2007