Sameer Bakshi
Operations Manager at TaskUs
- Role
- Operations Manager at TaskUs
- Location
- Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Sameer Bakshi
Interest and HobbiesListening to music, Driving, Net Surfing, Photography & CookingAREAS OF EXPERTISETeam Management – Managing daily operations, Team meetings, Staff planning, Coaching & Mentoring to achieve KPIs, Reporting, Scheduling, Drive process improvementsProcess Management – SLA Management of Voice; Email; Chat and Message Us process, Direct Client Coordination, Supervising E2E activities & bring Process Improvement, Workflow/RTA management, Managing escalationsQuality Management – Ensure high customer experience, Quality audit & feedbacks, Root Cause Analysis (RCA), complaint auditsProficiency in software’s such as Microsoft Excel, Microsoft PowerPoint, SQL, Power BI
Experience
Operations Manager
Oct 2022 — Present · Gurugram, IN
Leading a team of 180+ employees of Chat, Voice and Back-Office to optimize daily operations and ensure compliance with regulatory requirements.Implemented new procedures and protocols to improve quality, efficiency, and productivity.Developed and maintained relationships with clients and stakeholders to ensure high levels of customer satisfaction.Conducted regular performance evaluations, provided feedback and coaching to team leaders, and conducted training programs to improve skills and knowledge.Collaborated with other departments to ensure seamless communication and coordination of activities.Improved and maintained client KPIs like SLA, SA, CSAT, DWR, AHT and FCR for cost reduction and improving efficiency.Maintained people metrics & client KPIs, produced regular reports and present it to the senior stakeholders.
Education
Delhi University
Bachelor of Commerce (B.Com.), Business/Commerce, General
2008 — 2011
NMIMS CDOE
Master of Business Administration - MBA, Banking, Corporate, Finance, and Securities Law
2015 — 2017
Skills
- Transition Management
- Process Management
- Quality Management
- Service Delivery
- Sla
- Customer Experience
- Bpo
- Outsourcing
- Process Excellence
- Mis
- Project Planning
- Quality Auditing
- Team Management
- Vendor Management
- Process Improvement
- Management
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