Suyog Vora
Ahmedabad
Summary
To obtain professional and financial heights, both for the organization and self, through skill and knowledge. To learn from my experience as well as from establishment. High-performing professional with several years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Overview
13
13
years of professional experience
Work History
Operations Manager
Group Bayport
07.2023 - Current
- Lead and manage operations for a dynamic team of graphic designers, overseeing the timely design preparation for products across Group Bayport's various websites
- Implement strategic initiatives to optimize team performance, including resource allocation, workflow optimization, and talent development, resulting in increased productivity and efficiency
- Drive process excellence by implementing best practices and quality assurance measures, ensuring consistent delivery of high-quality designs that meet client and organizational standards
- Utilize strong presentation skills to effectively communicate operational strategies, performance metrics, and project updates to stakeholders, fostering transparency and alignment
- Proactively identify opportunities for innovation and improvement, leading change management initiatives to adapt to evolving business needs and industry trends while maintaining operational excellence
Supervisor (Assistant Manager), Operations, eCommerce
Motif/TTEC
04.2021 - 06.2023
- Recognizing my exceptional performance as a Team Lead, I was granted the opportunity to apply for an Internal Job Posting (IJP) for the Supervisor position
- Competing with three other team leaders, I successfully secured the role in April 2021
- In my capacity as Supervisor, I oversaw a team comprising 5 team leaders and 5 team coaches, three of whom were newly onboarded
- I played a pivotal role in orienting these team members to their respective roles and responsibilities, guiding them in managing teams of 18 agents each
- Additionally, I adeptly addressed process-specific challenges and customized coaching programs to suit evolving needs
- Collaborating with the Human Resources department, I actively participated in interviewing and selecting new hires
- Maintaining proper scheduling of resources and manage team to maintain program service levels
- Ensure that team receives proper training to maintain program and personal growth
- Provide daily/weekly/quarterly updates to stakeholders by email and calls
- Develop strategies to enhance team's performance
- Maintain open lines of communications with client for the purpose of strengthening and enhancing the TTEC client relationship
- Design incentive plans to drive team's performance
Team Leader, Operations, eCommerce
Motif
04.2015 - 03.2021
- As the leader of a 15-agent team at a prominent ecommerce platform, I quickly established strong relationships with my team members despite being new to the operations leadership role
- This rapport led to increased trust from upper management, resulting in the delegation of additional responsibilities to me
- Within a month, I successfully transformed a team of underperformers into top performers, earning them eight consecutive top team awards
- I conducted thorough assessments of training needs within each department, collaborating closely with department managers, HR, and external resources to ensure effective training programs
- I maintained a proactive approach to staying abreast of the latest industry techniques and innovations to optimize operational efficiency
- Throughout my tenure, I consistently received accolades from clients and appreciation from team members, fellow team leaders, and process managers for my dedication and leadership
- Delivery set targets (Productivity and Speed)
- Hire, train and coach a team of Customer service personnel to deliver better consistent customer experience
- Evaluate all customer care personnel on their ability to take a prescribed number of chats per day and meet a set amount of available chat time
- Implementing new initiatives and making sure all team members understand them
- Keep team members posted about their performance, strengths and area of opportunities
- Process Improvement & Performance Enhancement
- Providing Coaching / Feedback to Team Members and Identifying Training Needs
- Ensuring a safe and friendly working environment for all team members
Customer Care Representative, eCommerce
Motif
11.2011 - 03.2015
- I worked as a customer service specialist for one of the biggest ecommerce portals
- Apart from providing satisfactory customer experience and meeting productivity targets, being a knowledge expert, I was involved in providing floor support to newly trained agents
- Also, I used to own the floor in absence of Team Leaders and was approachable when it comes to any Ad-hoc projects to improve the process
- Processing Emails & Chat of the Customers
- Meet Productivity, Quality & Agent Satisfaction Goals
- Assist Trainer to Conduct OJT
Education
Bachelor - Computer Applications
Gujarat University
Skills
- Team Management
- Initiatives for Process Excellence
- Presentation Skills
- Efficient Change Management
- Business Planning
- Workflow Optimization
- Business Development
- Data Analysis
- Process Improvement
- Performance reporting
- Customer Service
- Performance monitoring
Accomplishments
- Nominated for Employee of the Year Award, 09/01/19 - 06/30/20
- Top Team Leader Award for 6 consecutive months, 17
Highlight
Developed and instituted a performance management program to include review cycles, annual compensation and succession planning. Designed and implemented a career growth program for Team Leaders. Won multiple awards as an agent, as a team leader and also won multiple organizational awards.
Languages
Gujarati
First Language
Hindi
Advanced (C1)
C1
English
Advanced (C1)
C1
References
References available upon request.
Timeline
Operations Manager
Group Bayport
07.2023 - Current
Supervisor (Assistant Manager), Operations, eCommerce
Motif/TTEC
04.2021 - 06.2023
Team Leader, Operations, eCommerce
Motif
04.2015 - 03.2021
Customer Care Representative, eCommerce
Motif
11.2011 - 03.2015
Bachelor - Computer Applications
Gujarat University
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