Shaik Masthan Vali
Operation Manager 1
Hyderabad
Summary
Results-driven operations leader with 10+ years of progressive experience in Selling Partner Services, demonstrating expertise in team management, process improvement, and operational excellence. Proven track record of developing high-performing teams and implementing strategic initiatives to enhance seller experience and operational efficiency.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Manager 1
06.2020 - Current
- Lead and manage a team of 50+ associates, driving performance metrics and maintaining service level agreements
- Developed and implemented strategic initiatives resulting in 15% improvement in team productivity
- Execute data-driven decision-making using advanced Excel and Tableau analytics to optimize operations
- Coach and mentor supervisors through structured 1:1 sessions and development programs
- Successfully managed cross-functional projects to improve seller experience and operational efficiency
Virtual Associate Advisor
09.2018 - 06.2020
- Provided strategic guidance to teams across multiple locations, improving performance metrics by 20%
- Led process improvement initiatives resulting in enhanced seller satisfaction scores
- Mentored new team members and facilitated knowledge transfer sessions
- Collaborated with cross-functional teams to implement best practices and standardize processes
Onsite Associate Advisor
03.2017 - 09.2018
- Conducted quality audits and performance reviews for team members
- Developed training materials and standard operating procedures
- Identified and resolved complex seller issues through root cause analysis
- Maintained consistent achievement of team KPIs and quality metrics
Certified Specialty Trainer
07.2016 - 03.2017
- Designed and delivered comprehensive training programs for new hires
- Created training content and documentation for new processes and tools
- Monitored and evaluated training effectiveness through performance metrics
- Supported process transitions and new program implementations
Selling Partner Service Mentor
02.2016 - 07.2016
- Provided real-time support and guidance to associates
- Conducted quality monitoring and feedback sessions
- Assisted in implementing process improvements and best practices
Selling Partner Service Associate
01.2015 - 02.2016
- Handled seller inquiries and resolved complex issues
- Maintained high customer satisfaction scores
- Contributed to team performance goals and metrics
Customer Service Representative
Flipkart
03.2014 - 11.2014
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
B-Tech - Information Technology
Aurora's Scientific & Technological Institute
Hyderabad 07.2008 - 05.2012
Skills
Team Management & Leadership
Accomplishments
- Consistently exceeded team performance targets
- Successfully managed multiple operational transitions
- Developed and implemented various process improvement initiatives
- Demonstrated track record of developing team members for internal promotions
Timeline
Manager 1
06.2020 - Current
Virtual Associate Advisor
09.2018 - 06.2020
Onsite Associate Advisor
03.2017 - 09.2018
Certified Specialty Trainer
07.2016 - 03.2017
Selling Partner Service Mentor
02.2016 - 07.2016
Selling Partner Service Associate
01.2015 - 02.2016
Customer Service Representative
Flipkart
03.2014 - 11.2014
B-Tech - Information Technology
Aurora's Scientific & Technological Institute
07.2008 - 05.2012
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