Vikas Thakur
Operation Management
English
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Service Delivery Leader
I Energizer IT Services PVT. LTD.
Noida
10.2022 - Current
- Handling multiple premium accounts for reputed brand Make My Trip containing B2B, CAB, Rail, Visa & Holidays post sales
- 300+ FTE's for all the vertical.
- Conducted regular reviews of operations and identified areas for improvement.
- Cultivated positive relationships with clients to deliver timely and cost-effective supply of services.
- Collected, arranged, and input information into database system.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Sr. Manager Operations
I Energizer IT Service Pvt Ltd
Noida
07.2021 - 10.2022
- Aligned MakeMyTrip post sales customer service
- Managing all channels like Voice, BO and Chat
- Taking care of multiple B2C Program
- Evaluated hiring, firing, and promotions requests.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives
- Implemented and developed operational standards, policies and procedures.
Operations Manager
I Energizer IT Services PVT LTD
Noida
10.2018 - 07.2021
- Introduced new methods, practices, and systems to reduce turnaround time.
- Devised processes to boost long-term business success and increase profit levels.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Assistant Manager - Operations
I Energizer IT Services PVT LTD
Noida
11.2016 - 10.2018
- Joined operation for Goibibo post sales team
- Managed account of 120 resources
- Monitored employee productivity and optimized procedures to reduce costs.
- Supervised operations team to support operational excellence and excellent customer service.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
Team Leader Operations
Jasper Infotech Pvt Ltd
Delhi
01.2015 - 05.2016
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
Assistant Manager - Operations
I Energizer IT Services PVT LTD
Noida
01.2010 - 08.2014
- Supervised operations team to support operational excellence and excellent customer service.
- Monitored employee productivity and optimized procedures to reduce costs.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Operations Team Leader
Spanco BPO Ltd
Gurgaon
07.2009 - 01.2010
- Responsible to handle 20 resources for Telecom partner Uninor
- Preparing daily reports and sharing feedbacks with advisors
- Maintaining shrinkage and other kpi.
Customer Care Executive
Aegis
Noida
07.2007 - 01.2009
- Was aligned in Vodafone UP west
- Use to take inbound calls
- Coordinated timely responses to online customer communication and researched complex issues.
- Evaluated interactions between associates and customers to assess personnel performance.
- Maintained and managed customer files and databases.
- Conducted surveys to determine customer opinion of products and services.
Education
Bachelor Of Economics - Distance Learning
07.2014 - 07.2017
10th - Art Education
06.2003 - 06.2003
12th - Art Education
06.2006 - 06.2006
Skills
Dependable and Responsible
Multitasking Abilities
Flexible and Adaptable
Teamwork and Collaboration
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Delivery Leader - I Energizer IT Services PVT. LTD.
10.2022 - Current
Sr. Manager Operations - I Energizer IT Service Pvt Ltd
07.2021 - 10.2022
Operations Manager - I Energizer IT Services PVT LTD
10.2018 - 07.2021
Assistant Manager - Operations - I Energizer IT Services PVT LTD
11.2016 - 10.2018
Team Leader Operations - Jasper Infotech Pvt Ltd
01.2015 - 05.2016
Vinayak Mission Sikkim University - Bachelor Of Economics, Distance Learning
07.2014 - 07.2017
Assistant Manager - Operations - I Energizer IT Services PVT LTD
01.2010 - 08.2014
Operations Team Leader - Spanco BPO Ltd
07.2009 - 01.2010
Customer Care Executive - Aegis
07.2007 - 01.2009
National Institute of Open Learning - 12th, Art Education
06.2006 - 06.2006
National Institute of Open Learning - 10th, Art Education
06.2003 - 06.2003