Open to opportunities

Dave Ghosh

@daveghosh

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Experienced Operations Manager with a focus on logistics and customer service.

India

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What I'm looking for

I am looking for a role that fosters growth, encourages innovation, and values customer satisfaction.

I am an Operations Manager with over 22 years of progressive leadership experience in logistics, operations, and customer service. Currently, I manage the order issues resolution management team at Fresh Prints, where I record, analyze, and report on order issues, implementing new methodologies to enhance operational efficiency. My role involves collaborating with various departments to eliminate error patterns and improve customer satisfaction.

Previously, I worked at Better.com, where I actively participated in formulating and implementing revised systems and policies to ensure compliance with legal and business standards. I have a proven track record in managing resources, enhancing project operational effectiveness, and achieving team goals. My experience at Personiv as an Assistant Manager allowed me to lead the transformation towards operational excellence, significantly improving key performance indicators such as NPS scores and call handling times.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Fresh Prints

Jul 2022 - Present (2 years 11 months)

Managing the order issues resolution management team for collegiate apparel, analyzing and reporting on order issues, and implementing methodologies to enhance order issue resolution. Ensuring customer satisfaction through effective client servicing.

Order Management Customer Service Problem Solving Data Analysis Project Management Team Leadership Process Improvement Communication

Operations Manager

Better.com

Aug 2021 - Mar 2022 (7 months)

Participated in the formulation and implementation of new systems and policies. Oversaw practices to ensure compliance with legal and business policies, and supported management in setting team expectations.

Operations Management Compliance Policy Implementation Team Management Loan Processing Documentation Strategic Planning Performance Monitoring

Assistant Manager - Operations

Personiv

Sep 2018 - Jul 2021 (2 years 10 months)

Managed resources and implemented policies for Centre Operations. Focused on operational excellence and improving call handling metrics while overseeing agent-related issues.

Resource Management Policy Development Operational Excellence Team Leadership Customer Service

Service Delivery Manager

IndusInd Bank

Apr 2016 - Oct 2017 (1 year 6 months)

Oversaw service delivery operations, ensuring high-quality customer service and efficient process management. Focused on enhancing service delivery metrics.

Service Delivery Customer Service Process Management Quality Assurance Team Coordination Performance Metrics

Customer Service Representative

American Express

Sep 2014 - Apr 2015 (7 months)

Provided customer support and service, addressing client inquiries and resolving issues effectively. Focused on maintaining high customer satisfaction.

Customer Service Communication Problem Solving Customer Support Relationship Management

Compliance Analyst

MetLife GOSC

Jul 2010 - Aug 2014 (4 years 1 month)

Conducted compliance analysis and ensured adherence to regulatory standards. Assisted in documentation and reporting processes.

Compliance Analysis Documentation Regulatory Reporting Risk Management Analytical Skills

Education

Degrees, certifications, and relevant coursework

Jagan Institute of Management Studies

Master of Business Administration, Business Administration

2008 - 2011

Completed a Master of Business Administration with a focus on management principles and practices, enhancing skills in strategic planning and operational efficiency.