Customer Service Manager - Operations Specialist
Resume:
ASHUTOSH DHOLIYA
SKILLS
• Process improvement
• Motivational skills
• Supervisory abilities
• Call tracking
• Discipline initiation
• Paperwork and documentation
• Office 365
• Windows
• Linux
• IOS
• AutoCAD
• Zendesk
• JIRA
• Slack
• MS Teams
CERTIFICATIONS
• Certificate in AutoCAD, JNU, 2014
Diploma Certified in Specific Jets of
combats, Rajiv Gandhi Institute of
Aeronautics
•
Certified in All India Project contest:
Represented India in Universal
Techno-fest at Munich, IIT-Roorkee
•
CUSTOM SECTION
Anywhere
PERSONAL INFORMATION
• Date of birth: 10/10/93
• Nationality: Indian
WEBSITES, PORTFOLIOS AND
PROFILES
Seeking to obtain a Managerial/Lead role with a Company which will provide challenge, valuable supervisory experience, and opportunity for career advancement.
Versatile and result driven professional with 7 years of comprehensive experience with a demonstrated history of working in the outsourcing/offshore customer service industry. Skilled in client relationship, decision making, business analytics, project development and execution, leadership and development. Strong operations management professional with a bachelor's focused in Engineering from Jaipur National University. Accomplished and have been part of multiple successful Projects (Client driver and Internal). Accomplishments in process optimization, operations management, business analytics, project development and execution, client relationship and people management with key focus on customer experience and employee development and motivation. Proven skills in managing teams to work in sync with the corporate set parameters
& motivating them for achieving business and individual goals. Possess problem solving & organizational abilities and people development. Accomplished staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards
EXPERIENCE
April 2024 - Current
Team Manager Gigmo Solutions Private limited
December 2023 - March 2024
Lead - Marketplace Escalation Support OJCommerce
September 2023 - December 2023
Lead - HOA Relations InspectHOA
June 2023 - September 2023
Managing a headcount of 40 tech support engineers responsible for Microsoft O365 Technical support for European Union
•
• (German, French, Italian)
Prepare weekly performance SSAT/AHT/NTB analysis and quality reports
•
Manage team operations, create new solutions, leveraging and, where needed, adapting existing methods and procedures
•
Work closely with the management team to align customer support goals with overall business objectives
•
Monitor key performance indicators (KPIs) to ensure team goals and targets are met
•
Handle escalated customer issues and provide resolution in a timely and satisfactory manner
•
Create an open communication culture and an inspiring team environment
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Provide guidance, training and mentoring to team members to improve productivity
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CONTACT
Niwai, India
*******************@*****.**
m
https://www.linkedin.com/in/ashutosh-
d-417a13106/
DISCLAIMER
I Ashutosh hereby declare that all the
information mentioned above is true to
the best of my knowledge.
Player Support Lead Arise Gaming
August 2021 - January 2023
Operations Manager Astegic Info Soft Private limited July 2020 - July 2021
Assistant Manager - Data Research Astegic Infosoft Private limited December 2018 - June 2020
Assistant Manager(Escalation) Goibibo(MMT group)
• Managing a headcount of 200 associates including 3 AMs and 9 TL
• Reporting to Sr
• Manager
Prepare weekly performance and quality reports and send it to VP and director
•
• Preparing the QBRs/WBRs and presenting them to the management Manpower planning as per the forecasted volume of tickets and number of attritions
•
• Maintain organization
Constant communication with management, staff, and vendors to ensure proper operations
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Managing sales volume chats, and Inbound customer email/calls satisfaction
•
• And working closely with Customer Success team to improve the
• Develop, implement, and maintain quality assurance protocols
• Grow internal capacity
The efficiency of existing organizational processes and procedures to enhance and sustain the organization's
•
• Actively pursue strategic and operational objectives Lead, motivate, and support a large implementation of career development within a time plans for all direct-sensitive and demanding environment, including setup and reports and problem resolution
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Manage and eliminate timely errors, data and collection deliver excellent to update customer operations service
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• Metrics to achieve productivity targets, reduce cost per unit Partner with cross-functional support teams in improving the proprietary tools and systems
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Research and properly evaluate sources of information to determine possible limitations in reliability or usability
•
Apply sampling techniques to effectively determine and define ideal categories to be questioned
•
Compare and analyze provided statistical information to identify patterns, relationships and problems
•
Define and utilize statistical methods to solve industry-specific problems in varying fields, such as economics and engineering
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Prepare detailed reports for management and other departments by analyzing and interpreting data
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Train assistants and other members of the team how to properly organize findings and read data collected
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Refer to previous instances and findings to determine the ideal method for gathering data
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Resolving the Escalations by coordinating with prospects and VP - Product
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• A total span of 60 employees including 3 TLs
• Reports to the Vice President of Customer Success
• Handled Social Media escalations for CS team
• Handled Twitter and Facebook queries for MMT/GoIbibo
• Creating weekly CSAT Reports, Volume handled report Weekly interaction with Partner teams to update the client requirements
•
• Release the bookings payment
• Confirmed Analysis of losses
February 2017 - October 2018
AMCC(Assistant Manager at Customer Care) CRM Services India Pvt. Ltd. (Teleperformance India)
• Hotels which are denying for check-ins
• Collaboration with payments team to
• Ensuring company policies are followed
• Optimizing profits by controlling costs
• Training and developing new employees
• Resolving customer issues to their overall satisfaction Maintaining an overall management style that follows company best practices
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• Providing leadership and direction to all employees
• Ensuring product quality and availability
• Preparing and presenting employee reviews
• Assisting customers whenever necessary
• Organizing employee schedule
• Ensuring that health, safety, and security rules are followed
• Taking disciplinary action when necessary
• Ensuring a consistent standard of customer service
• Motivating employees and ensuring a focus on the mission Completing tasks assigned by the Leadership accurately and efficiently
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• Determines requirements by working with customers Managing the SLA and driving TTR(Time Taken To Resolve) along with CSATs
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• Lead the Jaipur team on client calls with 5 Why analysis
• Focusing on FCR in order to reduce the TTR
Resolve solutions; problems escalating by unresolved clarifying issues; problems
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Researching and exploring answers and alternative solutions; implementing
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Experience in Installing, configuring and maintaining user accounts within the organization for accessing portal
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• Identify the different ways to troubleshoot new challenges
• Driving the customer experience by providing first call resolution Assisting the new hires by showing them usage of client tools effectively
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Play a lead role in guiding team in analyzing complex issues and implementing changes where required
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Act as the escalation contact for customers, take ownership of escalated issues and ensure satisfactory resolution
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• Plan and implement solutions as per the business/project needs Responsible effectiveness for of work task assignment across individual members within the team ensuring fair distribution and monitoring
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Monitoring to maximize the customer overall functioning satisfaction of level
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Processes, identifying improvement areas and implementing adequate measures
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• Assisting team in helping in their queries and issues
• Handling and assisting problem via email and voice
• Plan and implement solutions as per the business/project needs EDUCATION
01/2016
B.E(HONS)
JAIPUR NATIONAL UNIVERSITY
GPA: 8.9 CGPA
01/2011
HSC
VIDUR NAVODAYA SR SEC SCHOOL
GPA: 89%
01/2009
SSC
SARASWATI VIDHYA MANDIR
GPA: 88%
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