Gorakshnath Varpe

Mr. Gorakshnath Varpe - - (Operations Manager) 13+ Years experience November 21, 1990 www.linkedin.com/in/gorakshnath-varpe- Operations and Quality Professional A result-oriented Professional with over 13+ years of rich experience in multiple blends, voice and non-voice, International and Domestic domains: Expertise in managing Operations and Quality across domains including ECommerce, Technical Troubleshooting, International KYC, Utility, Remote Proctoring, Telecom, Research Analysis and Data Mining. Expertise in using cutting edge AI tools in daily operational activities. Professional Qualifications and Affiliations • • • • • Lean Six Sigma Yellow Belt Certified - YB/04/2019/229353. (2019) Completed a project on NPS improvement for Australian Utility client Pre-Prep Project Management Professional Certified – PMBOK 6th Edition. (2020) – PMP Aspirant Master’s Degree in English Language and Literature (Wadia College Pune). (2013) Certified in Creating Effective Visual Dashboards. (2021) “Unsung Hero Award” winner at Concentrix – (2018) Skills ➢ Strategic Planning & Execution ➢ KPI Monitoring, SLA Management & Service Delivery ➢ Workforce Planning, Forecasting & Capacity Management ➢ Project & Program Management ➢ Vendor & Stakeholder Management ➢ SOP Design & Implementation ➢ Operational Auditing & Governance ➢ Resource Optimization & Utilization Planning ➢ Shrinkage, Attrition & Roster Control ➢ RCA & Escalation Handling ➢ Compliance, Risk Mitigation & Quality Assurance ➢ Process Improvement (Lean, Six Sigma Implementation) ➢ Data Analytics & Decision-Making ➢ Financial Acumen – Invoicing, Budgeting & Cost Optimization ➢ Operational Dashboards & Reporting Automation ➢ Employee Engagement & Performance Management ➢ Conflict Resolution & Negotiation Skills ➢ Customer Experience (CX) Strategy ➢ Cross-Functional Team Collaboration Career Highlights & Work Experience 1. Assistant Manager Operations (Equivalent to Operations Manager): Employer : Datamatics, From August’2023 – Present Process : PSI Online (US based Remote Proctoring), Chat & Email. • Managing service delivery of Remote Proctoring Operations across 3 LOBs (Chat Support, Technical Support, and Escalation Desk) with 237 FTEs spread across three locations (Mumbai, Bangalore, and Nashik). • Leading weekly performance reviews with Team Leaders, analyzing data and defects, and following up on action plans. Mentoring Team Leaders by assigning responsibilities and tracking their progress and growth. Driving team engagement through regular meetings, skip-levels, and engagement activities. Managing client relationships for performance reviews, process improvements, and calibrations. Driving performance improvement through BQ, MQ and TQ management Identifying training needs at both process and associate levels and ensuring implementation. Conducting Weekly, Monthly, and Quarterly Business Reviews (WBR/MBR/QBR). Monitoring KPIs, SLAs, and operational data, and driving Agile-based process improvements. Planning and optimizing resource allocation based on skills and business needs. Controlling shrinkage and attrition to meet metric targets. Managing transitions and preparing for upcoming ramp-ups. Participated in hiring for leadership roles in Operations and Support teams. Managing budgeting, invoicing, and driving cost optimization. Handling escalations, conducting RCA, defining mitigation plans, and ensuring client satisfaction. Continuously enhancing team capability and domain knowledge through planned staffing and training initiatives • • • • • • • • • • • • • • 2. • • • • • • • • 3. Assistant Manager Operations : Employer : WNS, From January’2021 – August’23 Process : Onfido (US based International KYC Process), Non Voice. Managing a span of 70+ analysts, senior analysts, SMEs), and a leading the US-based Facial KYC LOB, ensuring team performance and adherence to Client SLAs. Implemented performance improvement strategies, provided feedback and coaching, and took corrective measures to maintain a motivated and productive workforce. Scheduling and allocating resources effectively, managing attrition and shrinkage, and prioritized employee satisfaction. Driving innovation and process improvement initiatives to enhance operational efficiency and deliver exceptional results. Analyzing data and generating valuable insights, ensuring quality SLA management, conducting training needs analysis, and implemented effective training programs Providing coaching and feedback to ensure adherence to regulations and industry standards. Building strong relationships with clients and stakeholders, effectively addressing their needs and concerns Preparing weekly and quarterly business reviews, presenting comprehensive reports to clients, and leveraged insights to drive strategic Assistant Manager Operations : Employer : Concentrix Vadodara, From Aug’2019 – Jan’2021 Process : Amazon CS (E-Commerce - Customer Service), Voice. . • Got Promoted through IJP and managed day-to-day Operational activities of a team of ~25 individuals for Amazon – Customer service Voice Process • • • • • • • • 4. Supported and trained less experienced staff and managed daily workloads and assignments, facilitating fulfillment of organizational objectives through BQ and MQ management. Implemented strict quality standards for consistent company representation multiple channels to ensure daily targets are achieved Helped senior management plan and carry out daily operations and meet key objectives in achieving SL, attrition management, action plans to improve performance and maintain high quality standards. Employed outstanding communication and relationship-building abilities to lead by example in providing firstclass customer care Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivizing staff to continually achieve and exceed expectation. Established strategic monthly client goals, communicating priorities to staff and closely tracking progress to achieve success. Maintained positive, professional working environment to optimize staff and customer satisfaction. Optimized employee schedules by balancing company priorities with staff leave requests and shift preferences. Lead, Training and Quality : Employer : Concentrix Pune, From Apr’2017 – Aug’2019 Process : Energy Australia (Australian Utility - Customer Service), Blend & Non Voice. • • • • • • 5. Got Promoted through IJP and managed Quality and Training function for Australian Utility Billing and Customer Onboarding Blend and Non-Voice LOBs Ensured adherence to Quality SLAs for Billing LOB and shared insights on weekly, monthly, and quarterly reviews. Developed monthly Audit Plan, allocating activities to QAs to ensure comprehensive coverage of TQ, MQ, and BQ agents. Acted as the primary point of contact for client and internal leadership regarding NPS project analysis, reporting, and improvement. Conducted BAU and compliance audits, updated the monthly compliance tracker, and identified potential risks, incorporating them into FMEA parameters Facilitated monthly calibration sessions for Quality and Ops Teams, serving as the master calibrator. Practitioner & Sr. Practitioner : Employer : Concentrix Pune, From May’2014 – Apr’2017 Process : Energy Australia (Australian Utility - Customer Service), Blend & Non Voice. • • • 6. Worked for Australian Utility based Blended and Non-Voice process, addressed complex customer complaints transferred by the team, skillfully solving in an efficient and effective manner to maintain customer satisfaction and handled back-office transactions Took ownership of inquiries, effectively handling any customer issues to ensure suitable resolutions for customers Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs. Associate -Operations : Employer : WNS Pune, From Nov’2013 – Apr’2014 Process : NSDL (Email and Chat - Customer Service), Non-Voice. • • • Worked for Back office email and chat process NSDL, review customers email regarding PAN / TAN/TAX Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction. Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction 7. Freelancing Spoken English and Soft Skills Trainer: Employer : KSWA - Yuva Parivartan, Pune, From May’2012 – Oct’2013 Department : English and Soft Skills Training. • • • 8. Worked with an NGO training slum residents in ITI, makeup artistry, tailoring, and embroidery. Managed trainees post-course completion, overseeing their development for customer interactions. Provided soft skills and English training to improve their customer handling abilities. Customer Care Executive: Employer : TBSSL Pune. From May’2011 – Apr’2012 Process : TATA Docomo, Inbound Escalation Desk Calls Handling (Telecom) • • • Handled escalation desk incoming calls for Tata Docomo customer support. Delivered comprehensive support for customer queries, requests, and complaints. Ensured adherence to quality standards, AHT, and customer satisfaction metrics. Education • Postgraduate, Masters of Arts in English Language and Literature Nowrosjee Wadia College, Pune. (Jul’2011 – Aug’2013) Languages • • • English (Speak, Write, Read) Hindi (Speak, Write, Read) Marathi (Speak, Write, Read) Personal Interests • • Enjoy molding people in to positive behavior Coaching / Counseling Personal Details Nationality : Indian Marital Status : Married Email Address :- Date of Birth Passport Validity : November 21’ 1990 : Active Gorakshnath Varpe