Ajay D.
Senior Operations Manager
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Ajay D. is an accomplished Operations Manager based in Pune, India, with over a decade of expertise in sales and customer service. He has honed his ability to optimize team performance and elevate customer satisfaction, having led customer service teams through significant transformations. At Rhythem Infosystem Pvt. Ltd., Ajay successfully spearheaded a large team, implementing innovative training and mentorship programs to foster team cohesion and professional development. He excels in crafting and instituting customer quality experience strategies and is proficient in leveraging tools such as CRM software, Microsoft Office Suite, and Email Marketing Tools to streamline operations. His proficiency in fostering client relationships has consistently contributed to business growth, and he has a robust record of developing programs that improve service standards and customer feedback. Ajay's tenure in diverse roles, from Wipro BPO Ltd. to DBS Mintek Pvt. Ltd., highlights his dedication to achieving operational excellence through process improvement and quality control. Ajay's academic foundation is a Bachelor of Commerce from Savitribai Phule Pune University.
Experience
Operations Manager
Rhythem Infosystem Pvt. Ltd. · 2012 — PresentOversee a team consisting of 109 customer service agents, 4 Team Leaders, 1 Trainer, and 2 Quality Analysts, focusing on team performance and customer satisfaction. Develop a comprehensive New Hire Training Program and a Mentorship Initiative to enhance employee skills and engagement. Implement a customer quality experience strategy to improve service standards and gather customer feedback. Monitor adherence to a precise time card policy for accurate payroll processing. Collaborate with clients to forecast staffing needs, aligning workforce management to business requirements. Foster and maintain strong client relationships to drive business growth.Assistant Manager
DBS Mintek Pvt. Ltd. · 2011 — 2012Manage daily operations of a dynamic team while steering efforts toward key business objectives. Oversee process quality control, ensuring compliance with quality standards and optimizing team performance. Implement and track individual and team targets, guiding performance towards successful goal attainment. Enforce Standard Operating Procedures (SOPs) to improve operational efficiency. Collaborate with Quality and Training departments to meet desired operational outcomes. Supervise team scheduling and roster management for optimal resource allocation.Senior Associate
Wipro BPO Ltd. · 2006 — 2011Foster a communicative and trust-oriented work environment that encourages creative thinking and team cohesion. Provide project vision and objectives to enhance motivation and focus among team members. Serve as a role model demonstrating exemplary leadership, ensuring alignment with organizational values. Coach team members to promote professional growth and address any performance issues. Facilitate problem-solving efforts and collaborative initiatives to achieve consensus.Call Centre Executive
Vikvin Consultancy Pvt. Ltd. · 2005 — 2006Manage inbound calls for Hutch telecom's postpaid customers, offering comprehensive product and service information. Follow up on customer inquiries promptly to boost satisfaction and service quality. Effectively escalate level 2 issues to ensure swift resolutions and maintain customer service standards.
Skills & Expertise
Education
- Bachelor of CommerceSavitribai Phule Pune University · 1998 — 2001
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