Yagna Swaroop
Senior Operations Manager
Bangalore,Karnataka
Summary
Seasoned Senior Operations Manager and talented leader with 18 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
Work History
Senior Operations Manager
Luxury Escapes
Bangalore
10.2016 - Current
- Devised processes to boost long-term business success and increase profit levels.
- Monitored customer buying trends, market conditions and competitor actions to adjust strategies and achieve sales goals.
- Developed international business relationships to drive business units abroad.
- Handled all customer relations issues pleasantly, enabling quick resolution and client satisfaction.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Recommended sales strategies for improvement based on regular market research and competitor analysis.
- Built, trained and managed sales and operational teams to carry out sales initiatives and reach objectives.
- Generated reporting and analysis to support sales forecasting and planning to reach monthly, quarterly and yearly revenue goals.
- Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
- Built relationships with customers and community to establish long-term business growth.
- Partnered with vendors and suppliers to effectively manage and budget.
- Developed systems and procedures to improve operational quality and team efficiency.
- Provided leadership for continual management and employee training initiatives.
- Oversaw staff and sub-contractor performance review assessments.
- Promoted use of multichannel communication strategies, automated chat and social messaging.
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Mitigated business risks by working closely with staff members and assessing performance.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Assistant Manager
Flipkart.com
BANGALORE
12.2014 - 09.2016
- Managed a performance driven team of 180+ in Service Management Team.
- Responsible for driving the performance of Service Management Team (Shipping, Order Management and Functional Breach Team).
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Managed all operational metrics (Q2R, Resolution rate, Breach%, Shrinkage, Quality scores, Solve%, Maintaining SLA, Attrition management).
- Co-ordinated with the courier vendors/Business Development/Control Towers and all internal functions to make sure that the TAT is met.
- Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication.
- Coordinated with General Manager in different operational issues.
- Educated operations team on best practices, company policies and service excellence standards.
- Monitored employee productivity and optimized procedures thereby improving customer experience.
- Generated operational reports for management on monthly schedule.
Team Leader
Target India Corporation
BANGALORE
03.2007 - 12.2014
- Communicate performance expectations; provide regular feedback and suggestions to team members for performance improvements with an emphasis on coaching, relationship building, and long term skill development.
- Coach and develop team members into high potential/performing executives with upward career mobility.
- React to change, ambiguity and uncertainty with confidence and openness and drive the team through the changes.
- Prioritize workload and provide work direction to achieve project deliverables on time.
- Communicate procedural changes and important information to team members via weekly meetings, emails, etc.
- Analyze reporting to fully understand business data to drive team member improvements.
- Provide recommendations to management that adds value to the business.
- Responsible for directing and scheduling the activities, as well as handling attendance tracking and time-off requests, as appropriate, in order to ensure that the team is always staffed to meet team goals.
- Develop and present process improvement concepts and strategies to senior management in partnership with direct reports.
- Partner with leaders to identify future processes and develop business cases to transition work from Minneapolis HQ.
- Identify gaps and recommend training needs, and work with OE team or US partners to enhance business or process knowledge for team members.
Customer Support Executive
Accenture Services Pvt Ltd
BANGALORE
07.2005 - 03.2007
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Provided primary customer support to internal and external customers.
- Sought out training opportunities to enhance customer relationship management abilities and further boost satisfaction scores.
- Contributed to company achieving and holding industry-leading customer service ratings.
- Adapted to new applications and maintained knowledge of current technologies.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization, and ability to manage multiple tasks and projects simultaneously.
- Contacted customers to return routine and general calls promptly.
- Facilitated communications through management of inbound and outbound customer calls.
Education
Bachelor of Commerce - Accounting And Business Management
Bangalore Higher Education Society
Bangalore, India 06.2002 - 05.2005
Skills
Leadership
Strategic Planning
Project ManagementProcess Improvement
Data Analysis
Communication
Problem Solving
Staff training/development
Client account management
Delegation
Analytical and Critical Thinking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Operations Manager
Luxury Escapes
10.2016 - Current
Assistant Manager
Flipkart.com
12.2014 - 09.2016
Team Leader
Target India Corporation
03.2007 - 12.2014
Customer Support Executive
Accenture Services Pvt Ltd
07.2005 - 03.2007
Bachelor of Commerce - Accounting And Business Management
Bangalore Higher Education Society
06.2002 - 05.2005