UTPAL SHANDILYA
Gurugram
Summary
Dynamic operations leader with proven success at WNS Global Services, adept in performance management and client relationship building. Skilled in Microsoft Excel and people management, I consistently drive team efficiency and achieve SLA targets, enhancing service delivery and minimizing attrition through effective coaching and conflict resolution.
Overview
10
10
years of professional experience
Work History
Asst. Manager Operations
WNS Global Services Pvt Ltd
Gurugram
11.2022 - Current
- Handling headcount of 120 Agents and 5 Team Leaders for Travel Process
- Mentor and manage team performance on process KPI’s
- Daily DSM’s
- Target Vs Achievement For Day-1, WTD and MTD
- Maintain SLA targets on weekly and monthly basis
- Retail Loss Management for Process
- Managing Workflow for both inbound calls & chats
- Handling training, quality and Client Management as well
- Coordination between different teams within and outside operations
- Reviewing team performance daily and weekly to ensure 100% delivery on KPI’s and KRA’s
- Ensuring efficient delivery, meeting the required quality standards, Daily and Monthly Client reviews
- Ensuring daily team connects and maintaining database
- Achieving organizational goals
- Attrition Management
- Set and meet performance targets for speed, efficiency with minimal leakages
- Review the performance of staff, identify training needs and plan training sessions
- Skip levels connect with the employees to minimize the attrition
- Connect with Hiring team for forecasted planning
- Responsible to drive process and performance of the business
Asst. Manager Operations
IGT Pvt solutions Ltd
Gurugram
01.2022 - 10.2022
- Handled span of 65 Employees and 4 Team Leaders for UK Based Travel Process
- Mentor and manage team performance on process KPI’s
- Maintain SLA targets on weekly and monthly basis
- Coordination between different teams within and outside operations
- Reviewing team performance daily and weekly to ensure 100% delivery on KPI’s and KRA’s
- Daily and Monthly Client reviews
- MBR and QBR and analyzing reports
- Achieving organizational goals
- Set and meet performance targets for speed, efficiency with minimal leakages
- Review the performance of staff, identify training needs and plan training sessions
- Skip levels connect with the employees to minimize the attrition
- Connect with Hiring team for forecasted planning
- Capacity Planning and Scheduling for entire Span
- Responsible to drive process and performance of the business
Asst. Manager Operations
Concentrix Daksh Services India Pvt Ltd
Kolkata
02.2021 - 01.2022
- Handled span of 40 Employees and 2 TL’s
- Mentor and manage team for improvement and growth of team members
- Maintain SLA targets on monthly basis to achieve desired KPI’s
- Coordination between different teams within and outside operations
- Reviewing team performance daily and weekly
- Achieving organizational goals
- Set and meet performance targets for speed, efficiency with minimal losses
- Review the performance of staff, identify training needs and plan training sessions
- Skip levels connect with the employees to minimize the attrition
- Daily and Weekly review with TL’s
- Expectation setting with TL’s
- BQ Management
- Responsible to drive process and performance of the business
Team Leader Operations
Concentrix Daksh Services India Pvt Ltd
Bengaluru
06.2019 - 01.2021
- Motivate people to achieve target
- Handled team of 30 agents along with 2 SME’s
- Solely responsible for delivering service delivery SLA, Repeat, Pendency etc
- Responsible for making manpower plotting and rostering for the process
- Involved in lowest attrition management
- Coaching, Counseling and Mentoring Agents
- Responsible for Team’s motivation, absenteeism, and attrition
- Driving vital KPI’s e.g
- C-SAT & Quality
- Handling customer & client escalations successfully
- Preparing and analyzing reports
- Reviewing team performance
- Coaching & feedback
- Set and meet performance targets for speed, efficiency, and sales
- Monitor calls to improve quality, minimize errors and track operative performance
- Review the performance of staff, identify training needs and plan training sessions
- Handle the most complex customer’s complaints or enquiries
- Responsible to drive process knowledge within the team
- Experience in credit cards, retail banking and GDS tools
WFM Analyst
Concentrix Daksh Services India Pvt Ltd
Bengaluru
01.2017 - 05.2019
- The service level and the meet the service level matrix
- Publishing the daily agent performance reports, Service Hygiene
- Publishing the client daily reports, Head count files and billing file
- Activities to collect analyze and report the information
- Monitors and record shrinkages in line with business requirements
- Co-ordinating with central team and providing the in-line process reports
Practitioner CRM - Operations
Concentrix Daksh Services India Pvt Ltd
Bengaluru
07.2015 - 12.2016
- Working as practitioner in Voice for Axis Bank Credit Cards
- Handling Customers calls related to credit cards issue
- Credit card Cancellation
- Auto Debit and Explaining the credit card financial charges
- Resolving the customer’s query regarding credit card
- Handling the complex queries of the customer and MD level escalation emails
- Taking care of the service request raised and providing the final communication to the customers
- Highlighting the process updates to the team members
- Minimizing the errors of the team members
- UAT testing done in launch of chat software 'Genesys' in Axis Contact center
Education
B. Com -
Rabindranath Tagore University
Bhopal, Madhya Pradesh01.2021
12th -
Balika Vidyapeeth
Lakhisarai01.2010
10th -
St. Xavier’s Jr/Sr School
Muzaffarpur01.2006
Skills
- Microsoft Excel Skills
- Good Communication skills
- MIS Knowledge
- Leadership Skills
- People Management
- Travel Experience
- Retail & Credit Card Banking
- GDS
- GDS (Sabre)
- Sales experience in Banking
- Team Management
- Client Management
- Content Moderation
- Attrition management
- Client relationship management
- Conflict resolution
- Stakeholder management
- Performance management
- Performance reviewing
- Customer service
Accomplishments
- RNR for best Manager consecutive for 2 Quarters in WNS.
- League of Champion Winner.
- Rewarded with GEM Award H1-2021 for Sr. SME.
- Awarded best lead to drive the business with minimal losses across 3 Vendors in MMTL.
- Best Lead for the consecutive 3 quarters for Team CSAT drive and performance.
- Consecutively rated exceeds expectation in appraisal for last 3 years in Annual and midyear performance review.
- Rewarded with Center of excellence for UAT testing in launch of Genesys application at Axis Contact Center Bengaluru.
Hobbies and Interests
- Music
- Cricket
- Watching movies
- Traveling
- Playing games
Disclaimer
I, Utpal Shandilya, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Languages
- Hindi
- English
Personal Information
- Age: 32
- Father's Name: Mr. Raghvendra Choudhary
- Date of Birth: 12/30/90
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
Asst. Manager Operations
WNS Global Services Pvt Ltd
11.2022 - Current
Asst. Manager Operations
IGT Pvt solutions Ltd
01.2022 - 10.2022
Asst. Manager Operations
Concentrix Daksh Services India Pvt Ltd
02.2021 - 01.2022
Team Leader Operations
Concentrix Daksh Services India Pvt Ltd
06.2019 - 01.2021
WFM Analyst
Concentrix Daksh Services India Pvt Ltd
01.2017 - 05.2019
Practitioner CRM - Operations
Concentrix Daksh Services India Pvt Ltd
07.2015 - 12.2016
B. Com -
Rabindranath Tagore University
12th -
Balika Vidyapeeth
10th -
St. Xavier’s Jr/Sr School
Similar Profiles
Amol ManeAmol Mane
Lead Associate at WNS Global Services PVT Ltd.Lead Associate at WNS Global Services PVT Ltd.
Derick DavisDerick Davis
Assistant Manager Operations - Accounts Payable at WNS Global Services Pvt Ltd.Assistant Manager Operations - Accounts Payable at WNS Global Services Pvt Ltd.
Nikita SuryavanshiNikita Suryavanshi
Operations Associate at WNS Global Services Pvt LtdOperations Associate at WNS Global Services Pvt Ltd