Aman Bhatti
Jalandhar Cantt,India
Summary
To join a progressive organization where my potential and leadership skills can be utilized for improving the operational performance and in contributing substantially towards the growth of the organization.
A 'Dynamic Professional' with over 10 years of experience across Operations in Retails and BPO Customer care. A Proactive Leader and Planner with expertise in planning and execution, Team management, with skills in People & Time management, and Data analysis.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager
MS Epoxy Flooring & Coating
03.2023 - Current
- Managed contracts related to MS Epoxy Flooring projects, overseeing all aspects of project from initiation to completion
- Coordinated with clients, vendors, and subcontractors to ensure project requirements were met and delivered according to specifications
- Developed and maintained project schedules, monitoring progress, and identifying potential risks or delays
- Conducted thorough contract reviews to ensure accuracy and compliance with regulatory requirements
- Facilitated communication between stakeholders, providing regular updates and addressing any issues or concerns promptly
- Implemented cost control measures to optimize project budgets and maximize profitability
- Maintained detailed documentation and records throughout the project lifecycle, ensuring transparency and accountability
- Generated invoices and followed up on pending payments, ensuring timely and accurate billing
- Utilized Deputy app for employee rostering, generating working hour reports, approving attendance, streamlining workforce management processes.
Deputy Manager of Learning and Development
HDFC Life
12.2018 - 10.2022
- Worked closely with HDFC BANK Branch teams to identify business opportunities and sourcing Business
- Trained the HDFC Bank branches teams on various Life insurance products
- Worked closely with Branch Managers to ensure that all financial planning Assistants are effectively supported, managed, and coached
- Tested and suggested improvement in new and existing training and Sale applications
- Established strong business relationship with HDFC BANK employees
- Published business dashboards to measure performance
- Executed various projects & initiatives to increase product penetration
- Executed campaigns and schemes in liaison with channel partners to push sales, and improve customer base
- Supported new bank employees on sales call
- Reviewed the progress report for Smart Achievers on a weekly basis
- Conducted weekly sessions for HDFC life employees at HDFC LIFE branches
- Reviewed the E-learning progress of the new employees
- Also published report on non-compliance and did intervention wherever required
- Proctored the Assessments of new and Old Employees
- Execution of various projects & initiatives to increase product penetration
- Attended Bank Staff and HDFC life employees calls for queries and complaints on various insurance products
- Supported sales team to achieve the sale targets of allotted set of branches.
Assistant Manager-Training and Operation
Videocon D2H process
04.2017 - 11.2018
- As Training Head, determined instructional methods, such as individuals training, lectures, and demonstrations, developing e-learning modules, meetings, and workshops
- Provided written feedback to reps and managers/Supervisor on areas of focus
- Designed effective training programs for both new and existing employees
- Provided training on how to use the system, software, and proper scripts
- Provided ongoing training regarding customer service skills
- Trained the Senior Staff on new products and updates
- Assisted operation manager in supervising daily operation of the organization
- Developed productive, profitable, and achievement-oriented working environment for employees
- Addressed operational issues and concerns within timelines
- Supervised Operational team to ensure operational excellence and excellent customer service
- Oversaw operation cost, risk, and audit activities
- Assisted in interview recruiting training performance evaluation and promotions activities
- Generated operational reports for management as needed
- Ensured that operational KPI's are met i.e
- AL, SL, CSAT, Quality
- Ensured that the right manpower ratios are available during all shifts
- Handled additional responsibility of ED (Escalation Desk).
Store Manager
Future Retail Limited (Easy Day)
05.2016 - 02.2017
- Handled a store of 3000sft
- Responsible for overseeing the entire store operations
- Maintained daily mirror
- Responsible for store staff recruiting, training, coaching, and motivating employees
- Managed merchandise levels and store appearance visual display arrangement
- Followed up with the transportation department and company
- Completed store administration and ensured compliance with policies and procedures
- Created and maintained team relationships
- Directed all activities required to achieve store sales, targets, and goals
- Ensured proper process of inward & outward of stock
- Responsible for security and cleanliness of the store
- Ensured efficient handling of customers and maintaining high service standards
- Maintained the ambience of the store as per the company standards
- Drove optimal customer satisfaction, associate productivity, and P&L results.
Senior Team leader
Planet Mobile Private Limited (Videocon Mobile Services Customer care center and the Customer Care mail ID)
11.2015 - 05.2016
- Responsible for the revenue generation of the Videocon outbound center
- Currently looking for all the three circles namely Punjab, Haryana, and MP circle
- Handled the MNP Retention Process which involves the calling and retaining the customers who applied for the UPC code within the 24 hours of the code generation
- Responsible for the CSAT processes, TV (Tele verification), and OSV (Out station verification)
- Worked with the postpaid team on call back project to generate the postpaid online leads
- Responsible for maintaining the outbound center data, and presenting the center in internal and cooperate reviews
- Responsible for maintaining the trackers for downtime, escalation, cross-checking the inventory check done by the IT Team
- Maintained the basic performance KPI's for attendance, shrinkage, attrition, quality, login hours, and shift adherence
- Conducted team briefing and debriefings.
Operation Team leader
Videocon Telecom
02.2014 - 11.2015
- Monitored call traffic and made adjustments based on call center traffic patterns, thus ensuring the answering and service level are met
- Researched and discovered methods for improvement of service and made detailed recommendations to management
- Managed workflow to ensure tasks are completed within timeliness standards which are driven by trade dates and contractual agreements
- Performed weekly quality assessments of assigned analysts, provided timely feedback, and communicated any issues or concerns to management
- Conducted interviews for prospective Communications Representatives and made recommendations to manager
- Created progressive disciplinary actions and development plan
- Maintained the basic performance KPI's for attendance, shrinkage, attrition, quality, login hours, and shift adherence.
Trainer
Videocon Telecom
09.2012 - 02.2014
- Recommended product and process development based on customer feedback and analysis of the same
- Made decisions on any matters relating to improving revenue generation & customer satisfaction
- Contributed to the initial hiring and selecting process of the front line
- Worked very closely with team members to solve customer problems
- Also addressed the agent's personal problems and weaknesses and offered solutions and suggestions for process and product improvement to management
- Took the responsibility & handled Wrong SR Analysis for Circle level
- Handled escalated customers' grievances and troubleshooting after coordination with concern departments
- Improved team performance via training programs & executing principal modules
- Executed customer-centric projects like WOW calls, Call Listening Activity, and Call calibration
- Prepared & compiled various weekly/monthly reports pertaining to process and productivity.
Trainer
HFCL Connect
12.2011 - 08.2012
Education
Advance Diploma in Leadership and Management -
GEN Institute, Melbourne, GEN Institute, Melbourne
Diploma in Leadership and Management -
GEN Institute, Melbourne, GEN Institute, Melbourne
01.2023
Bacher of Computer Application -
Trinity College, Jalandhar, G.N.D. U, Punjab
01.2009
Skills
Microsoft Office
Computer Hardware
Computer Software : C/C
Workflow Management
Project Support
Relationships and rapport
Dispute Resolution
Cost Estimation
Budget Planning
Staff Training
Presentations
Operational Reporting
Staff Management
Staff Scheduling
Contract Administration
Languages
English, Hindi and Punjabi
Organizational Details
- Mar,2023 to Present, MS Epoxy flooring & Coating, Contract Administrator, Melbourne, Australia
- December 2018- October 2022, HDFC Life, Deputy manager of Learning and development department
- April 2017 - November 2018, Videocon D2H process, Assistant Manager-Training and Operation
- May 2016 - February 2017, Future Retail Limited (Easy Day), Store Manager
- November 2015 - May 2016, Planet Mobile Private Limited (Videocon Mobile Services Customer care center and the Customer Care mail ID), Senior Team leader
- February 2014 – November 2015, Videocon Telecom, Operation Team leader
- September 2012 – February 2014, Videocon Telecom, Trainer
- December 2011 to August 2012, HFCL Connect, Trainer
Attainments
- Silver and Bronze medal winner at HDFC Bank life Insurance Pty Ltd
- Store had the highest sales in Diwali month including the Daily sale and institutional sale.
- Controllable expenses are lower down by the 30% of the Total value.
- Being the team leader guided the outbound team to achieve the highest revenue in three years.
- 3 times Awarded for the Best Trainer.
Personal Information
- Date of Birth: 11/04/88
- Gender: Male
- Marital Status: Married
Hobbies and Interests
Playing Table tennis
Training
- People Management
- Effective Coaching & Mentoring
Certification
I certify that above mentioned information is correct to the best of my knowledge, and nothing has been concealed.
Timeline
Manager
MS Epoxy Flooring & Coating
03.2023 - Current
Deputy Manager of Learning and Development
HDFC Life
12.2018 - 10.2022
Assistant Manager-Training and Operation
Videocon D2H process
04.2017 - 11.2018
Store Manager
Future Retail Limited (Easy Day)
05.2016 - 02.2017
Senior Team leader
Planet Mobile Private Limited (Videocon Mobile Services Customer care center and the Customer Care mail ID)
11.2015 - 05.2016
Operation Team leader
Videocon Telecom
02.2014 - 11.2015
Trainer
Videocon Telecom
09.2012 - 02.2014
Trainer
HFCL Connect
12.2011 - 08.2012
Advance Diploma in Leadership and Management -
GEN Institute, Melbourne, GEN Institute, Melbourne
Diploma in Leadership and Management -
GEN Institute, Melbourne, GEN Institute, Melbourne
Bacher of Computer Application -
Trinity College, Jalandhar, G.N.D. U, Punjab