Vikas Venkatram
Mumbai
Summary
Assistant Manager with over ten years of experience in Customer Service Industry with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement. Polished in overseeing employee performance and guiding and motivating new talent.
Overview
11
11
years of professional experience
Work History
Assistant Manager - Operations
Justdial
Mumbai
01.2024 - Current
- Delivered consistent feedback to team members regarding performance and development.
- Motivated teams to reach their highest potential by setting achievable goals.
- Resolved conflicts within the team to maintain a positive and productive work environment.
- Conducting call audits and ensuring compliance with quality standards.
- Delegated work to Team Leaders, setting priorities and goals.
- Analyzing data to identify trends and areas for improvement.
- Assisted in developing operational plans and strategies to meet organizational objectives.
- Monitored daily operations, ensuring efficiency, accuracy and compliance with policies and procedures.
- Conducting interviews to assess candidate fit. Evaluating candidates based on technical, behavioral, and situational criteria.
Team Leader
Justdial
Mumbai
03.2016 - 12.2023
- Conducted regular performance reviews to assess individual team member progress.
- Reviewed completed work to verify consistency, quality, and conformance.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Completed daily quality assurance duties to provide feedback for improvements.
- Implemented strategies to take advantage of new opportunities.
- Established clear expectations for employees, providing guidance when needed.
- Maintained open lines of communication with senior management, reporting team progress and challenges.
Process Trainer
Justdial
Mumbai
03.2015 - 03.2016
- Developed and implemented training programs for new process employees.
- Coordinated recruitment and placement of training program participants.
- Evaluated training materials prepared by instructors and offered actionable suggestions for improvement.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Explained goals and expectations required of trainees.
- Conducted classroom, on-the-job, and web-based training sessions to ensure employee understanding of processes.
- Maintained accurate records of all process training activities including attendance and evaluation results.
IRO - Information Retrieval Officer
Justdial
Mumbai
02.2014 - 03.2015
- Handling the callers diligently and providing the required information promptly over the phone.
- Listen to the callers’ concerns, issues, and queries (if any), respond, and direct them appropriately.
- Refer escalations and questions to the respective team, if required, for prompt closure.
- Maintain a positive attitude, and calmly respond to the callers.
- Understand the process, execute, and maintain SLA in certain metrics.
Education
HSC - Commerce
Mithibai College
Mumbai04-2005
SSC
DR S Radha Krishnan Vidyalaya
Mumbai04-2002
Skills
- Recruiting and interviewing
- Performance reviewing
- Coaching and mentoring
- Staff training and development
- Employee performance evaluation
- Task delegation
- Staff management
- Problem-solving
- Adaptability and flexibility
- Multitasking and organization
Languages
English
First Language
English
Proficient (C2)
C2
Hindi
Advanced (C1)
C1
Timeline
Assistant Manager - Operations
Justdial
01.2024 - Current
Team Leader
Justdial
03.2016 - 12.2023
Process Trainer
Justdial
03.2015 - 03.2016
IRO - Information Retrieval Officer
Justdial
02.2014 - 03.2015
HSC - Commerce
Mithibai College
SSC
DR S Radha Krishnan Vidyalaya