VIKAS DHINDWAL
Operation Manager & Process Automation
Gurgaon
Summary
With over 9+ years of experience a focused Project Manager adept at planning, directing and maintaining continuous operations in various departments. Experienced in directing manufacturing employees and keeping efficient production in accordance with quality standards. Applying creative and analytical approach to operations for continuous process improvement. Skilled at identifying or anticipating problems and providing solutions. Excels through mentoring, training and empowering team to excel in performance to accomplish short- and long-term project goals. Managed budgets and monitored project costs.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
2
2
Languages
1
1
Certified Six Sigma Green Belt
Work History
Project Manager & Process Excellence
OYO ROOMS
Gurgaon
12.2015 - Current
- Supervising/Liasioning with all support functions (IT, HR, Quality, MIS & training), to certify that all functions delivered within their defined KRAs
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Lead PEX programs and was accountable for successful execution of project
- Lead and established national and international Call center operations from scratch
- Build robust governance mechanism to ensure that review and progress happen as scheduled
- Successfully lead major projects in transitioning to third party (Tech Mahindra, CNX & Aegis)
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Established and stabilized Customer retention team helping organization with increase of 8% Net repeat business
- Automation of refunds, decreasing TAT by 42%
- Lead WBT (Win Back Team) team to deliver consistent performance across all matrix (ASAT, GSAT, Social Appreciations etc), eventually leading to 18% delight/positive mentions of company across social media portal and reviews
- Managed entire escalation desk of organization and brought down SM escalations from 28.2% to 4.6%
- Built automation features on services portals such as CRS, freshdesk and Czentrix
- Managed daily operations and reporting to ensure visibility of all KPIs, with timely process improvement
- Evaluated impact of process change on overall operation and determined return on investment.
- Gathered and analyzed large amounts of data to determine improvement projections.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Analyzed problems to develop solutions involving computer hardware and software.
Business Development Manager
Optimal Transnational
Noida
05.2015 - 11.2015
- Promote company brand to key buyers, ensuring their knowledge is current and appropriate.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Compiled product and customer data to generate informed profit projections.
- Researched and identified solutions to technical problems.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Helped streamline repair processes and update procedures for support action consistency.
- Generating new business both in face to face meetings and over phone
- Writing up concise, value-based sales proposals
- Developed and maintained records of policies, procedures and best practices to support continuous improvement for outsourcing industry.
Admin Officer/ T&D Executive
MILAN
Delhi
03.2014 - 04.2015
- Recruitment, Training, planning, monitoring of existing program and staff
- Prepare training material and classroom agenda
- User end training for client
- Client management and support via calls, emails and chat (B2B/ B2C)
- Mentoring each and every team member to perform and produce their best
- Organized training workshops to improve performance of members who were lagging behind in terms of performance
- Analyzed assigned projects and distributed tasks to members as per their area of expertise
- Reported any problem or fault in project to project manager or supervisor
- Offered solutions to top management regarding project-related queries.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Delivered performance reviews, recommending additional training or advancements.
Skills
Business process re-engineering
undefinedEducation
Master of Arts - Geography
Delhi University
New Delhi 05.2005 - 04.2010
XII -
Army Public School
Haryana 05.2004 - 05.2005
Accomplishments
- Trained at Officer's Training Academy as Indian Army Officer.
- Certified Six Sigma Green Belt
- Awarded as most recognized employee by COO at OYO
- Successful setup and transition of call centre at India & South east Asia countries and streamlining the ops metrics.
- Lead expansion and automation projects to improve ROI and CX efficiencies.
- Multiple Top Team Leader Awards including consecutive two best growth team awards.
- Successfully built and delivered multiple CRMs related to helpdesk, Quality and T&D, which provided aid to reduce TAT by 24.5% and SME by 8.1%.
- Successfully lead and deployed WFH service model as BCP for all consumer facing verticals.
- Improved customer satisfaction ratings by 14.61% by research, omni channel support, loyalty programs and personalized customer services.
- Social project on Women Empowerment was acknowledged & appreciated by CARE India.
Timeline
Project Manager & Process Excellence
OYO ROOMS
12.2015 - Current
Business Development Manager
Optimal Transnational
05.2015 - 11.2015
Admin Officer/ T&D Executive
MILAN
03.2014 - 04.2015
Master of Arts - Geography
Delhi University
05.2005 - 04.2010
XII -
Army Public School
05.2004 - 05.2005
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