chandreshsuvarna@gmail.

com
Chandresh 08828899880
Suvarna
Senior Manager - Operations

A dynamic and results-driven professional with 8 years of experience in BPO and Edu Tech industries, I'm adept at spearheading
operations and driving transformative change to fuel business growth. Passionate about merging operations and Innovation, I
leverage avant-garde strategies to empower teams and actualize visionary outcomes. Skilled in customer relationship management,
process optimization, and team leadership, I have a proven track record of enhancing operational e ciency and exceeding SLA
targets. I foster a culture of continuous learning and development to achieve organizational excellence.

SKILLS
Leadership Customer Relationship Management People Management AI Optimization Troubleshooting Skills

Coordination & Follow-up Target/Objective Oriented Planning & Execution Skills Strategic Cost Management

Process Redesign Test Case Development UAT/ Testing Automation Cost-saving Initiatives

Workforce Planning

WORK EXPERIENCE
Senior Manager - Operations
Whitehat Education Technology Pvt Ltd
10/2021 - Present,
Achievements/Tasks
Successfully managed entire operations with a team of 150 individuals, optimizing operational workflows and enhancing
overall productivity.
Implemented strategic workforce planning aligned with organizational goals, resulting in improved resource allocation and
e ciency.
Led cross-functional teams in the design and implementation of process improvement initiatives, driving transformative
change and fostering innovation.
Utilized data analytics to assess team performance, identify trends, and make data-driven decisions, resulting in the
achievement and surpassing of SLA targets.
Established and maintained a robust quality assurance framework, conducting regular quality reviews and implementing
corrective actions to ensure adherence to standards.
Collaborated with vendors to ensure service level agreements were met, negotiating contracts to optimize cost and service
delivery.
Proactively identified opportunities for automation and technology enhancements to improve operational e ciency.
Promoted a culture of continuous learning and development within the team, identifying and addressing training needs to
enhance skill sets and adaptability.

Manager - Operations
Whitehat Education Technology Pvt Ltd
10/2020 - 10/2021,
Achievements/Tasks
Managed operations for 3 departments with a team of 30 individuals, overseeing various automation projects with the
support of 2 sta members and 3 assistant managers.
Proactively identified opportunities for automation and technology enhancements to streamline processes and improve
operational e ciency.
Identified cost-saving opportunities without compromising quality and e ciency.
Fostered a culture of continuous learning and development within the team, addressing training needs to enhance skill sets
and adaptability.
Presented regular reports on key performance indicators and operational metrics to senior management, showcasing
achievements and suggesting areas for improvement.

Page 1 of 3
WORK EXPERIENCE
Conneqt Business Solution Ltd.
Transition Trainer
08/2018 - 09/2020,
Achievements/Tasks
Managed transitions and operations for high-stakes projects at Conneqt Business Solution Ltd., including Axis Bank FOS with
a team strength 550+, John Deere Tractor with 25+ team members, and TMFL RSC CC with 30+ team members.
Managed the LOGO (Learn On the Go Online) APP, overseeing all aspects from video launches to user monitoring across
di erent clusters, successfully introducing it to various departments including L&D, Corporate Quality, and Unistore.
Trained over 750 associates, 50 team leaders, and 15 State Heads across 3 lines of business for 8 processes during both
transition and live phases, ensuring seamless operations.
Successfully managed relationships with clients such as Axis Bank, John Deere, and the LOGO App, ensuring successful User
Acceptance Testing (UAT) of new applications.
Orchestrated skill-based training sessions, including collections skill training, to address performance gaps and enhance the
capabilities of the team.
Implemented Code Of Conduct (COC) training sessions for the Field Operations team nationwide, ensuring compliance with
audit requirements and enhancing operational e ciency.
Prepared and reviewed daily, weekly, and monthly training dashboards and reports for performance analysis and
improvement, conducting regular feedback and refresher sessions for bottom-quartile performers.

Team Leader
Voitekk Softsol Pvt Ltd.
11/2017 - 08/2018,
Achievements/Tasks
Led a team of 45 members, ensuring seamless operations and achievement of SLAs.
Identified operational issues and formulated strategic goals and plans to address them e ectively, contributing to improved
process e ciency.
Cultivated strong relationships with clients, agents, and colleagues through regular communication, ensuring the delivery of
exceptional services and exceeding client expectations.
Demonstrated strong team-building skills, fostering a positive and collaborative work environment, conducting team
briefings, one-on-one sessions, and motivational sessions to drive sales target achievement.
Arranged training and quality refresher sessions for agents not meeting upselling targets, contributing to skill enhancement
and overall team improvement.
Actively participated in closing weekly calibration calls and conducted Floor PKT tests for agents, QA's, and trainers to
enhance overall process e ciency and quality.
Identified opportunities for process improvements and worked closely with the team to implement solutions, contributing to
increased productivity and e ectiveness.
Continued to deliver process trainings for new batches in the absence of a dedicated trainer, ensuring consistent skill
development across the team and smooth onboarding processes.

Team Leader
Tata Business Support Services Ltd
09/2015 - 10/2017,
Achievements/Tasks
Led a team of 44 individuals managing their KRA's and ensuring every member met SLAs, fostering a high-performance
culture.
Identified operational issues and devised strategic goals and plans to address them, collaborating closely with the internal
team to fix discrepancies and ensure data maintenance.
Conducted process trainings for new batches in the absence of a Trainer, e ciently managing quality checks for agents on
the learning curve, and drafting improvement plans to help them meet targets.
Cultivated strong client relationships through regular communication, ensuring client expectations were met and customer
queries resolved promptly.
Organized Rewards & Recognition programs, conducted team briefings, one-on-one sessions, and various refresher activities
to boost team morale and performance, listening to live calls and providing feedback to agents.

Page 2 of 3
EDUCATION
Bachelors Degree
North East FT University in Along
Courses
Graduated with a Bachelor of Commerce Degree.

TECHNICAL SKILLS
CRM Worked with various in-house CRM and market-based CRM systems like Salesforce, Zendesk, and Freshdesk.
Implemented AI features in CRM systems such as Salesforce (SFDC), Zendesk, and others to enhance customer
interactions. Leveraged AI-driven insights in CRM tools for improved customer engagement and satisfaction.

ChatBot Utilized chat tools like Zendesk Chat, Robochat, and Yellow Chat to enhance customer support and
communication.

Dialer Tools Proficient in various dialer tools, including Amazon Connect, Talkdesk, Cloud agent, Aspect 7.2, Genesys 8.5,
Proficiency: Workplace Station, Avaya, Convox, Go Dial, ViCi Dial, Voitekk, and Exotel ensuring e cient communication and
operation management

Data Analysis Demonstrated expertise in Advanced Excel functions for complex data analysis and reporting. Proficient in
and Reporting: creating and utilizing macros in both Excel and Google Sheets to automate repetitive tasks and increase
e ciency.

Video Editing Proficient in video editing using tools like Camtasia Studio 2019 and 2021 for creating engaging and informative
content.

HONOR AWARDS
Best Manager of the Quarter (10/2023 - 12/2023) Best Leader of the Year (10/2018 - 09/2019)
Whitehat Eductional Technology Pvt Ltd Voitekk Softsol Pvt ltd

League of Extraodinary (02/2020 - 03/2020)

Page 3 of 3