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mahesh Chollangi

@maheshchollangi

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Experienced Operation Manager with a focus on quality customer service.

India

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What I'm looking for

I am looking for a challenging role in operations management where I can leverage my experience to drive process improvements and enhance customer satisfaction.

I am an Operation Manager with 14 years of experience in high-volume, high-stress environments. My expertise lies in managing teams and processes effectively, ensuring that operations run smoothly and meet client expectations. I have been recognized multiple times for my commitment to quality customer service and operational excellence.

Throughout my career, I have successfully led teams of up to 100 associates, focusing on performance delivery and process improvement. My role has involved daily interactions with clients and stakeholders to review targets and achievements, and I have implemented various initiatives to enhance productivity and quality standards. I pride myself on my ability to motivate and train my team, fostering a culture of excellence and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Operation Manager

Current

Altruist India Technologies

Apr 2024 - Present (1 year 4 months)

Managed a team of 100 associates, an Assistant Manager, and seven Team Leaders for the BFL Credit Card Outbound process. Ensured efficient process operation according to client and company measures, conducting daily, weekly, and monthly reviews with Team Leaders, setting targets, and planning actions.

Team Management Client Relationship Management Performance Monitoring BFL Credit Card Process

Deputy Manager Operation

Altruist India Technologies

May 2023 - Present (2 years 3 months)

Oversaw operations as Deputy Manager for the BFL outbound voice process. Responsible for managing productivity and maintaining required parameters and targets.

Operations Management Productivity BFL Outbound Voice Process Team Leadership

Assistant Manager Operation

Altruist India Technologies

Sep 2021 - Present (3 years 11 months)

Assisted in managing operations for the BFL Outbound Voice Process. Contributed to maintaining performance delivery and quality standards.

Quality Assurance Performance Management BFL Outbound Voice Process Process Improvement

Team Leader - Operation

Tech Mahindra Private Limited

Jan 2017 - Present (8 years 7 months)

Led a team of 20+ advisors, preparing monthly/weekly performance reports and conducting daily feedback and coaching sessions. Accountable for process KPIs including Shrinkage, Attrition, AHT, Productivity, Quality, CSAT, and Re-poll scores.

Team Leadership performance reporting Coaching KPIs

Team Leader Operation

Concentrix India

Mar 2015 - Present (10 years 5 months)

Managed team operations for the Idea Inbound Voice Process. Focused on daily one-on-one feedback sessions and client interaction regarding daily achievements versus targets.

Team Leadership Inbound Voice Process Operational Targets

Team Leader Operation

Pavansut Global Solutions

Feb 2014 - Present (11 years 6 months)

Functioned as a Team Leader for the Uninor/Tthenor Voice Process. Responsible for daily allocation to the team as per TAT and attending process meetings to set operational targets.

Team Leadership Voice Process Management Operational Targets

Associate/Team Leader Operation

Serco BPO Services

Dec 2010 - Present (14 years 8 months)

Served as an Associate/Team Leader for the Vodafone Voice Process. Involved in managing team performance and ensuring adherence to quality standards.

Team Management Quality Performance Monitoring

Education

Degrees, certifications, and relevant coursework

SSC Board Aurangabad

SSC, General Studies

Grade: Second Class

Completed secondary school education from SSC Board Aurangabad, achieving a second-class result. This foundational education provided a broad understanding across various subjects.

HSC Board Aurangabad

HSC, General Studies

Grade: Second Class

Completed higher secondary education from HSC Board Aurangabad, achieving a second-class result. This further developed academic skills and prepared for university-level studies.

BAMU University

Bachelor of Arts, Arts

Obtained a Bachelor of Arts degree from BAMU University, Aurangabad. The curriculum focused on developing critical thinking and analytical skills within the arts.

BAMU University

Master of Arts, Arts

Completed a Master of Arts degree from BAMU University, Aurangabad. This advanced study deepened knowledge and research capabilities in the chosen field of arts.