Summary

Overview

Work History

Education

Skills

Work Availability

Timeline

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

Vinayak Mission Sikkim University , Gangtok

07.2014 - 07.2017

10th - Art Education

National Institute of Open Learning , Ghaziabad

06.2003 - 06.2003

12th - Art Education

National Institute of Open Learning , Ghaziabad

06.2006 - 06.2006

Skills

Dependable and Responsible

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Work Availability

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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