Resume - Operation Manager

(Keywords : Process Improvement, Team Building, Operation, People & Business Management)
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  Candidate Details
Position Sought :
Operation Manager
Age :
36 years     Experience : 14.0
Qualification :
B.A.University of Delhi, Delhi 
PGDCAC-DAC (Centre for Development of Advanced Computing), Pune 
Preferred Location :
NCR, Delhi, Gurgaon, Noida, Delhi& NCR
Job Category :
ITES/BPO/Call Centre
Expected Salary :
1300000.00 lacs p.a.


Career Summary : An astute professional with over 14 years of experience in the Service Industry; encompassing Operations, Process Management, Business Intelligence, Quality and Team Management. Presently designated as Sr. Team Manager with DELL International Services Pvt. Ltd, Gurgaon. Adept at managing & leading for running successful process operations & experience of developing procedures, service standards for business excellence, Proficient at gathering data, analysing it using different tools, undertaking analysis of historical transaction data for strategic decision making. Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management.

Customer Support.
Technical support.


Dell International Services Ltd. Aug 05 V Till Date.
Sr. Team Manager ~ Jan09 V Till Date.
Team Manager ~ Oct06 V Jan09.
Technical Support Coach ~ Aug 05 V Oct06.

Notable Contributions;
Responsible for leading a team of 34 agents comprising two SMEs for NEQ & OWR LOB.
Experience of Managing, Training, Evaluating agents for DELL process.
Helping the representatives to meet their individual targets by training, call calibrations, monitoring & regular feedbacks.
Coaching and training the representatives on call handling skills (Quality) and teamwork.
Driving up-selling of computer hardware and warranties, electronics and accessories.
Motivating agents for current level position as well as grooming them for next level.
Responsible for managing attrition.
Responsible for managing CSAT, FCR, AHT, Call numbers, Quality & Process Hygiene.
DSAT analysis.
Taking care of parts dispatch and technical troubleshooting of Dell hardware.
Doing performance analysis and appraisal of the team members.
Taking LOB level initiatives such as Productivity to meet daily SIR & SLA, Zero EE SPOC, ARE SPOC and Warranty Metrics SPOC for the LOB.


Operations Managements; Formulating & implementing procedures for daily operations and internal reporting systems for monitoring productivity. Managing MIS to top management and conducing auditing of various works done on the production Floor on a daily basis. Handling internal adjustment on the production floor for the new joiners.

Process Transition/ Enhancement; Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level. Creating & implementing workflows to facilitate structured support in all areas and issues. Sending reports to top management and maintaining agreed SLA & thereby focusing on maximizing Customer Experience with the target of Zero Executive Escalation.

Quality Management; Ensuring a high-quality customer experience, analysing CSAT (Customer Satisfaction), elevating customer satisfaction, while adhering to the SLAs. Setting out quality standards for operational areas and ensuring adherence to quality standards. Monitoring agent calls, analysing performance and providing valuable feedback as well as charting out plans for improvement in quality.

Customer service; Handling effective relationship management, acting as a point of escalation, reviewing performance, checking internal & external client satisfaction and extending the relationship accordingly.

Team Management; Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members. Planning targets, monitoring them and ensuring achievement of overall targets on a daily, weekly & monthly basis. Creating and sustaining an environment that fosters development opportunities and motivates high performance through effective management.

Training & Development; Conceptualizing & developing need based training modules for developing multi skilled work force for cross utilization within sub processes for optimum efficiency. Arranging Refresher Training for teams (Based on QA reports, QA feedback, live monitoring). Reviewing, evaluating and updating Product training modules as needed, and communicating the changes to the business owner.


Professional Qualification
Pursuing ITIL V2
COMPTIA A+ Certification,2003.
CDAC, Pune.
A Level, DOEACC, Delhi.

Bachelors in Personnel Management and Industrial Relations from Delhi University, Delhi (1998).

Date of Birth : 9th November 1977
Permanent Address : 59-Jagriti Apartment, Sainik Vihar, Pitampura, Delhi V 110034.
Marital Status : Married.
Linguistic Ability : English and Hindi.