Abhishek Gupta
Digital Marketing Manager at Google Operations Center
- Role
- Operations Manager at Google
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Abhishek Gupta
Hand-on exposure in end-to-end Service Delivery & Operations Management with success in leading large teams while ensuring a high-quality customer experience in line with SLAsProficiency in managing operations in compliance to rules & regulation laid by the organization; competent in understanding client’s requirement and resolving their queriesLeveraged skills in maintaining quality of service and performance; ensuring future demand from growth and projects factored into capacity plans for all associated systemsBagged BPS Excellence Award Ql FY16-17 & Best SLA+ award in Google\'s Global Vendor Summit (STRIVE)Leading evaluation of project, present cost/benefits analysis at project decision points, finalizing requirements & specifications as well as project scheduling including resource planning.Abhishek Gupta
Experience
Operations Manager
May 2020 — Present
Lead Digital Marketing Operations – product support for top software company with team of 100 members as Operations ManagerLead complex and dynamic process with multiple KPI and SLA deliverables for 3 channels of communication Phone, Email and Chat with more than 10 metrics at each channel for 2 different countries.Lead Managed Services Operations end to end with support of direct/indirect reporting of training team, WFM, RTA, BI, QA, Floor SMEs, Product SMEs and delivery Team LeadersResponsible for business growth and P & LWork closely with client on future state of the process and lead key initiaves on product changes.Lead Weekly, monthly and quarterly review with client
Education
WILLAIM LIMITED
Bachelor of Commerce
2008
Birla High School
High School Diploma, Computational Science
2001
Skills
- Data Analysis
- Microsoft Office
- Performance Management
- Bpo
- Vendor Management
- Cross-Functional Team Leadership
- Leadership
- Lean Thinking
- Mis
- Employee Engagement
- Sla
- Operations Management
- Team Management
- Business Development
- Service-Level Agreements (Sla)
- P&L Management
- Customer Relationship Management (Crm)
- Team Building
- Management
- IT Service Management
- Client Relations
- Transition Management
- Service Delivery
- Business Analysis
- Management Information Systems (Mis)
- Process Improvement
- Telecommunications
- Outsourcing
- Forecasting
- Team Leadership
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