TAASIN MOMIN
Pune
Summary
Accomplished operations leader with a proven track record. Adept in strategic planning and operational optimization. Spearheaded initiatives that significantly improved teacher performance and customer satisfaction. Skilled in leadership and process improvement, demonstrating a unique blend of technical and interpersonal skills to drive organizational development and achieve key metrics.
Overview
12
12
years of professional experience
Work History
Associate Director - Operations (Teacher Operations)
Bhanzu
01.2025 - Current
- Oversee Performance and Growth: Managed a team of 800+ Math and English teachers, focusing on maintaining high teaching standards and driving better student outcomes through targeted initiatives
- Manage Core Teams: Supervised onboarding, relationship management and scheduling teams, ensuring smooth operations, better teacher engagement, and optimized schedules
- Improve Key Metrics: Enhanced teacher utilization, reduced attrition, and improved NPS through proactive planning and actionable strategies
- Spearheaded Engagement Programs: Organized teacher forums, rewards initiatives and incentive plans to recognize achievements and boost morale
- Streamline Operations: Designed and implemented processes and policies (Protocol, ZTP, Rewards etc.) to ensure consistency, improve efficiency and minimize operational bottlenecks
- Achieve Critical Targets: Reduced class cancellations, teacher attrition, improved teacher performance and elevated customer satisfaction through focused interventions
- Guide Large Teams: Led multi-functional teams, aligning efforts with organizational priorities and driving measurable improvements
Senior Manager - Operations (Teacher Operations)
Bhanzu
03.2022 - 12.2024
- Team Leadership and Growth: Managed a team of 500+ teachers, focusing on performance, quality, and professional growth
- Relationship Management: Introduced a relationship management model, enhancing teacher support and resolving queries in real-time
- Operational Efficiency: Transitioned 500+ teachers to a cost-effective contract system, improving efficiency and utilization
- Performance Improvement: Improved teacher quality, reduced class cancellations and boosted NPS through focused strategies and monitoring
- Onboarding and Training Optimization: Worked closely with teams to Optimize teacher onboarding and training, ensuring smoother role transitions and readiness
- Performance-Driven Decision Making: Analyzed performance data to address challenges, enhance productivity and improve teacher satisfaction
Assistant Manager (Operations)
WhiteHat Jr.
06.2020 - 03.2022
- Led Call, Chat, and Email Teams: Oversaw a team handling calls, chats and emails, consistently hitting targets and improving customer satisfaction over six months
- Managed teacher class cancellation: Improved processes for handling teacher cancellations, minimizing disruptions and optimizing scheduling
- Improved Quality Assurance: Raised quality standards across all communication channels, focusing on accuracy and service delivery
- Award Recognition: Recognized with the RNR award for 'Best Team' in IVR operations for outstanding performance and quality
Operations & Sales Executive
Various Companies (HolidayMe, SOTC, Ezeego1, WNS)
01.2013 - 01.2020
- Consistently exceeded sales targets, earning multiple awards for top performance
- Trained and managed new hires, contributing to team productivity and success
- Developed expertise in international travel, customer relationship management, and sales optimization
Education
Bachelor of Commerce -
Mumbai University
Mumbai01.2013
H.S.C. -
NKT College
01.2010
S.S.C -
Symbiosis Convent High School
01.2008
Skills
- Leadership and Team Management
- Operational Optimization
- Strategic Planning and Execution
- Customer Relationship Management
- Process Improvement and SOP Development
- Key relationship management
- Organizational development
- Operations management
Projects
- Streamlined onboarding for 500+ teachers, reducing onboarding time by 20% and improving the quality of hires.
- Spearheaded the transition to a contract-based teacher model, cutting operational costs and boosting teacher utilization.
- Designed and implemented a system for real-time query resolution, improving teacher satisfaction scores (NPS) by 23% over the time.
- Introduced strategies along with relationship management model that reduced teacher attrition by 10% over the last year.
- Ran monthly initiatives to recognize and engage teachers, improving retention.
Accomplishments
- Annual RNR Award for "Best Team" and "Individual Contributor" – Bhanzu, 2023
- RNR Award for "Best Team" (Quality) – WhiteHat Jr., 2022
- "Best Performer" – HolidayMe, 2019
- "Best Seller" during roadshows – SOTC, 2017
- Awarded the "Best Performer" six times - Thomas Cook, 2013
Timeline
Associate Director - Operations (Teacher Operations)
Bhanzu
01.2025 - Current
Senior Manager - Operations (Teacher Operations)
Bhanzu
03.2022 - 12.2024
Assistant Manager (Operations)
WhiteHat Jr.
06.2020 - 03.2022
Operations & Sales Executive
Various Companies (HolidayMe, SOTC, Ezeego1, WNS)
01.2013 - 01.2020
Bachelor of Commerce -
Mumbai University
H.S.C. -
NKT College
S.S.C -
Symbiosis Convent High School
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