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Manisha Goyal

@manishagoyal

Ops & CX leader across BPO, media and real estate. Lean Six Sigma certified. I lead teams and deliver quality, SLA and CSAT results.

India

Message

I'm an operations and customer experience professional with experience across BPO, media, and real estate, targeting Senior Operations Manager roles in Service Delivery, CX, and Quality Excellence.

At Genpact, I grew from Process Associate to Quality Auditor, auditing 30+ agents, coaching them through one-to-ones, and building an Excel quick-solution kit that cut agent effort by about 60%. Earlier, at Propworld Realty, I earned two promotions to Team Manager and led 25-30 people across sales, IT, and telecalling.

In media, I led a 15+ member team of writers, designers, and interns at Taare Zameen Par Magazine, moving from Mentor to Business Head. Most recently, I built my family's salon business from scratch, managing a team of 6+ and maintaining 95%+ CSAT.

I'm Lean Six Sigma certified and strong in SLA and escalation management, KPI tracking, quality auditing, and team leadership. I build Power BI dashboards (Client SLA & Escalation Tracker, Operations KPI Command Center) and use 15+ AI tools like ChatGPT, Gemini, and Claude to work faster.

MBA, Sikkim Manipal University. Open to remote roles, or roles in Delhi, Noida, or Gurgaon.

Experience

Work history, roles, and key accomplishments

Co-owner | Operations & Business Manager

Family-Owned Service Business

Feb 2022 - Jun 2026 (4 years 4 months)

Co-owned day-to-day operations for a 6+ member team, including staff scheduling, client coordination, service delivery, vendors, inventory, and operational follow-up. Managed client concerns and service recovery while maintaining 95%+ customer satisfaction.

Operations Management Team Leadership Client Coordination Vendor Management Inventory Management Customer Satisfaction Staff Scheduling Service Recovery

Business Head

Taare Zameen Par Magazine

Sep 2020 - Jan 2022 (1 year 4 months)

Led a 15+ member team of writers, designers, interns, and editors, coordinating priorities, publication schedules, quality checks, and delivery. Coordinated with authors, writers, business owners, and designers, and led magazine launches and community events.

Team Leadership Editorial Coordination Event Management Stakeholder Coordination Quality Assurance Publication Management

Mentor

Taare Zameen Par Magazine

Jun 2019 - Sep 2020 (1 year 3 months)

Mentored team members and contributed to publication processes, including quality checks and coordination.

Mentorship Coordination Quality Checks

Quality Auditor

Genpact India Pvt. Ltd.

Jun 2015 - Dec 2016 (1 year 6 months)

Audited process quality for 30+ associates on the Canon account, monitoring SOP adherence, process compliance, customer feedback, accuracy, and key performance indicators. Delivered one-to-one coaching on quality gaps and process updates.

Quality Auditing SOP Compliance Process Improvement Coaching SLA Management Customer Feedback Analysis

Team Manager

Propworld Realty Pvt. Ltd.

Jun 2011 - Jan 2015 (3 years 7 months)

Managed day-to-day execution for a 25–30 person team across Sales, IT, and Telecalling; coordinated priorities, client servicing, productivity, and operational follow-up. Prepared productivity, sales, and system-downtime reports to support operational decisions.

Team Management Operations Coordination Reporting Client Servicing Process Improvement Documentation