Vineet Thomas
Assistant Operations Manager
Summary
Assistant Operation Manager with extensive background in leadership and team management. Supervise daily operations and organizations. Strong competencies for addressing operational issues and concerns quickly. Determines staffing requirements, work assignments and monthly schedules . Excellent skills in hiring and recruiting to develop high-performing teams.
Overview
8
8
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Assistant Operations Manager
Hinduja Global Solutions
12.2023 - Current
- Improved communication within the team through regular meetings, updates, and open channels of communication.
- Facilitated smooth transitions during periods of change by providing guidance and support to staff members affected by organizational restructuring or policy updates.
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Streamlined operational processes by implementing new strategies and procedures, resulting in increased efficiency.
- Collaborated with cross-functional teams to identify areas of improvement and implement solutions for optimal performance.
- Supported upper management decisions with data-driven insights based on thorough analysis of relevant metrics.
- Coordinated with other departments on joint projects, streamlining processes for maximum efficiency across all business units.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Team Leader
Hinduja Global Solutions
11.2021 - 12.2023
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Established clear communication channels to facilitate timely exchange of information between team members and stakeholders.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Mentored and guided employees to foster proper completion of assigned duties
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables
- Developed and updated tracking spreadsheets for process monitoring and reporting
- Maintained database systems to track and analyze operational data
- Generated reports detailing findings and recommendations.
Subject Matter Expert
Tech Mahindra
10.2018 - 10.2021
- Assisted team members and provided support and solutions to customer queries to meet daily and monthly KPI's
- Kept customers informed of progress during issue lifecycle and make follow-up calls or communications in timely manner
- Conducted Daily / Weekly huddles for performance reviews, disseminating process updates and also handled Escalation calls
- Contacted engineering or Central Office staff via call / chat to get information and assistance in resolving customer's issue
- Performed real-time queue management to monitor call activity of agents and drove productivity by addressing outliers on real-time basis
- Published reports for team to analyze trend of key metrics
- Identified BQ's and gave timely feedbacks to improve impacted metric and ensured agent adheres to feedback shared.
Internal Help Desk Support
Tech Mahindra
04.2018 - 10.2018
- Was part of initiative taken by Delivery Lead, to reduce number of technician dispatches and equipment replacements which in-turn helped in reducing cost-to-company
- Was assigned production team of 15 members to drive same and was able to successfully achieve set - targets after having several brainstorming sessions with SME to get effective resolution
- Maintained tracker to analyze weekly / monthly trend and gave feedback to BQ agents
- Drove best practices in team and ensured all agents follow suit.
Floorwalker
Tech Mahindra
07.2017 - 04.2018
- Maximized team knowledge and productivity by effectively training, monitoring and directing employees in application of best practices and regulatory protocols
- Supervised and supported new agents aligned, provided training and real-time support for smoother and effective transition to production within stipulated training period
- Was responsible for driving all major KPI's for aligned agents and was successful in achieving same.
Technical Support Associate
Tech Mahindra
12.2015 - 07.2017
- Performed troubleshooting techniques over phone to identify and resolve issues
- Accessed documented procedures tools and manuals to provide support on company supplied hardware and equipment
- Speaking to customers to quickly get to root of their problem
- Gathered customer and technology information to determine technical support level; elevate calls to appropriate support level as necessary
- Accurately processed and documented call transactions using tracking software
- Maintained updated knowledge of company products and services to better provide customer support and service solutions.
Education
Bachelor of Technology - Electronics And Communications Engineering
Ajmer Institute of Technology
Ajmer, RJ 07.2007 - 05.2015
Skills
Employee Supervision
Process Improvement
Six Sigma Green Belt Certified Professional
Training and mentoring
Operational Efficiency
Staff Training and Development
Scheduling and Coordination
New Employee Hiring
Resource Allocation
Performance Improvement
Schedule Management
Data Management
KPI Tracking
Quality Assurance
Team Collaboration
Problem-solving abilities
Continuous Improvement
Attention to Detail
Disclaimer
I hereby declare that the above information are true to best of my knowledge and belief.
Certification
Six Sigma Green Belt Certified
Timeline
Assistant Operations Manager
Hinduja Global Solutions
12.2023 - Current
Six Sigma Green Belt Certified
11-2023
HGS Certified Interviewer
09-2022
Team Leader
Hinduja Global Solutions
11.2021 - 12.2023
Subject Matter Expert
Tech Mahindra
10.2018 - 10.2021
Internal Help Desk Support
Tech Mahindra
04.2018 - 10.2018
Floorwalker
Tech Mahindra
07.2017 - 04.2018
Technical Support Associate
Tech Mahindra
12.2015 - 07.2017
Bachelor of Technology - Electronics And Communications Engineering
Ajmer Institute of Technology
07.2007 - 05.2015