Operations Manager
Innovation360
Total years of experience :25 years, 4 Months
• Currently responsible for managing over all operations, co-working space sales, Vendor & facility management
of 2 locations in all 10000 SQ ft. facility “The Cribb”.
• Work as a Project Manager for TURN8 (DP World) Investor Demo Day and handle start to end event
management.
• Manage Cribb Community Manager and Cribb coordinator who are responsible to sell workspaces and events
at The Cribb and achieve monthly targets.
• Collate, evaluate and Manage over all vendor data and short list vendors to deal with the company and make
sure they meet the standards.
• Maintain and manage vendor contracts and take feedback from different departments to understand vendor
performance.
• Manage a vendor database and keep adding new vendors that meet the minimum requirement in terms of
quality and standards of the company.
• Decision maker in terms of requirements of the Cribb and how to make Cribb a better place for people to work
and make their preferred choice of work place.
• Maintain investor relations with the investors after the TURN8 (DP World) Investor demo day and arrange
meetings between startups and investors.
Achievements
• Organized 6 TURN8 (DP World) Investor Demo day’s so far and reduced the cost of 1st event from AED
120, 000 to AED 55, 000 for next 5 Demo Days a reduction of approximately per event and continue to
maintain consistent low cost.
• Organized a special TURN8 (DP World) Investor Demo day in Saudi Arabia for selected important investors
from Saudi Arabia.
• Consistently managed to successfully organize the events on low budgets.
• Managed correspondence between sales team and clients, Investors and improve Customer experience and Customer Relations.
• Coordinated with different department within the company to make sure assigned projects are completed on time.
• Successfully managed the over all office administration, co-working clients, events and meet ups organized at the facility.
• Worked as primary point of contact for any correspondence between the investors and Turn8 teams.
• Handled additional duties as assigned from time to time.
Achievements
• Successfully organized the TURN8 Investor Demo Day, managed activities like (Investor relations, supervised the complete event, worked closely with the event management company).
Built a high performing and organized outbound retention team.
Directed advisors for meeting and exceeding Key Performance Indicators and retained existing customers for fresh term(min 2 years).
Applied sales technique for up-selling new contracts, selling specific handsets and specific tariff plans which resulted in increasing customer base and profit for the organization.
Assist players in the team to understand and resolve customer queries (Floor supervision/support)
Handle escalation calls of frustrated customers and offer timely resolution to the customers.
Team building and bonding program resulted in achieving high Net Promoter Scores on customer satisfaction survey (www.responsetek.com).
Organized weekly dashboard / Trading pack for Team Operations Manager to share with Business Heads on weekly conference calls.
Developed strategies and road map for each player in the team to meet and exceed the targets thus achieving business goals.
Improved advisors performance & efficiency by executing coaching and sales techniques.
Effectively controlled the out calling dialer to maximize productivity and deliver better results on customer database received for the month.
Achievements
Implementation of sales techniques resulted in improving cross sell from a meager 3.5% to 12%.
Executed effective performance management and coaching which led to 3 best team and 1 best team leader awards in the last 6 months for excellent team and individual performance.
Performed motivational activities which facilitated in Best Team Leader award for less than 3% absenteeism and 0 attrition from October to March 2012.
Led a Team of 12 Customer Service Executives / Advisors in Customer options / cancellation team retaining customers coming out of their mobile contracts.
Motivated advisors to achieve high Upgrade to disconnect / cancellation ratio and to inbound calls ratio for the calls taken (retain maximum customers).
Implemented modus operandi call structure training to accomplish average call handling time, meet service level agreement, internal quality scores and external customer satisfaction scores.
Execution of Motivational program helped to strategize lower absenteeism and attrition.
Developed plan to minimize fatal errors reducing overall revenue leakage of the organization.
Performed coaching techniques and quality guidelines to support advisors in delivering excellent assistance to customers for retention, thus increasing customer base.
Executed weekly and monthly reviews to understand team’s performance and make the plan of action for future.
Achievements
Initiated & implemented an internal audit process for the team there by restricting / reducing the team fatal errors from 10% to < 4% per month with reduced revenue leakage. The same method was then implemented for entire skill set.
Awarded the best Team Leader award for driving the team to sell maximum Samsung handsets and won a trip to United Kingdom.
Represented www.thetrainline.com an online and over the phone rail /train tickets booking company for various train operating companies in UK.
Independently influenced a queue of 26 Customer Service Professionals providing Customer Relationship Management for various business units/corporate customers (BBC, DWP, Orange, Barclays Bank, Home Office UK) for the rail travel throughout United Kingdom. Over all process strength was 150 Full time employee.
Strategized and motivated the team for meeting and exceeding Service Level Agreements and key performance indicators.
Evaluated quality initiatives and performance audits.
Executed escalations between the client and end customer/user.
Designed training material and process modules for defined processes and imparted training to advisors.
Achievements
BPO team leader program resulted in achieving best team and team leader award for 6 months period.
Represented America Online internet service provider (ISP) offering technical support to its customers via live chat.
Led a team of 15 consultants providing technical support to the members of America Online US, on Macintosh and Windows Operating Systems (AOL, United States).
Monitored Calls, IPS (Internal Parallel Sessions / Remote) used Nice Software & Streaming Peak (software for online monitoring) and made sure all the consultants provided excellent assistance and get over all excellent customer satisfaction scores / surveys self, team and skill set.
Attended conference calls and calibrations with others sites in Philippines and United States.
Achievements
Promoted from a chat to voice process due to consistent performance, strong team managing skills and excellent technical knowledge.
Represented America Online internet service provider (ISP) offering technical support to its customers via live chat.
Provided Technical support to the members of America Online US, on Macintosh and Windows Operating Systems (AOL, United States).
Received exceptional scores of above 80% on Knowledge and above 90% on Courtesy with over all Excellent Customer Satisfaction.
Achievements
Awarded CSP of the month for the months of May and July 2002.
Worked as a Computer Programmer on Oracle as a Back End Database with Developer 2000 and visual Basic 6.0 as the Font End Graphical User Interface. Also worked on Forxpro 2.6 for windows.
Worked as a Software Programmer, Job profile included Designing and Developing Java based Applications using Java Development Kit, Servlets, XML and XLS.
Worked as a Foxpro Programmer during the period of conversion from Year 1999 to Year 2000. Job Profile Included Maintaining Personal and Payroll Project on Foxpro.
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Graduated in the year 1998 as a Bachelor of Commerce from University of Mumbai.