MITTAI ROHIT KUMAR
Hyderabad
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise, and problem-solving acumen. Demonstrated track record of assisting senior managers in accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized approach optimizes coverage to meet operational demands. Extensive experience in team leadership, operational management, and customer service excellence. Utilizes strategic planning and problem-solving skills to enhance team productivity and service quality. Strong track record includes fostering a collaborative and adaptable workplace environment.
Overview
13
13
years of professional experience
Work History
Assistant Manager, Digital Operations
OPTUM
09.2023 - Current
- Participated and lead the weekly client meets and calibrations to showcase week wise achievements and focus on minimizing errors. Call out any trouble areas in productivity, tools, outages and commit on achieving target numbers.
- Worked on multiple reports and sending EOD and summary emails which included top leaders in it. Assisted my leaders with any reports required then and there.
- Supervised multiple teams in different process and carried out day-to-day operations to meet performance, quality and service expectations.
- Developed strong working relationships with staff, fostering a positive work environment. Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Worked on multiple projects and helped create different SOP according to the process requirements. Worked in managing work load and also aligning shifts and worked closely with the MIS and Work Force Management team to keep a stable head count on all shifts.
- Worked in organizing events such as R&R and sports activities for employee engagement.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Overall, as an AM gained an extensive experience in WFM, reporting, tools, client management, data management, conducting events, people management, working on reports, connecting with high quality leaders.
Team Leader - Voice
EC Council – Ecommerce India private limited
01.2020 - 07.2020
- Deliver the targets and also the quality related to different products
- Monitor the daily challenges related to the products and escalate it to two different concerned departments
- Responsible for developing and implementing a timeline the team will use to reach its end goal
- Coach team members on achieving goals and developing necessary skills to get results
- Develop team strengths and improve weaknesses
- Identify team goals and evaluate team progress
- Resolve any conflicts
- Organizing team work
- Ensuring long term organizational success
- Focus on the big picture, ask tough questions
- Be committed
- Maintain integrity
- Create an inspiring team environment with an open communication culture monitor team performance and report on Matrix discovered training needs and provide coaching
- Listen to team member’s feedback and resolve any issues of conflicts
- Conducting one on one’s for clear understanding of the issues and recognizing the top and low performers
- Recognize high performance and reward accomplishments
Senior Process Executive
Cognizant Technology Solutions
06.2018 - 10.2019
- Joined Cognizant Technology Solutions as a Senior Analyst on multiple E-Commerce projects
- Key skills learned decision making, learning new project related data and information in an extremely challenging environment
- Highlight any challenges faced during the training and the delivery of the projects
- Delivering the expected factors with keeping in mind the quality and also the productivity
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Investigated basic issues and escalated more complicated concerns.
Community Operations Specialist
UBER India Private Limited
01.2016 - 11.2016
- Company Overview: Centre of Excellence
- The process involves providing world class customer support through emails and phone calls for companies and their employees
- Help in improving processes so we always optimize for better customer experience
- This involves communicating with high value clients and eye to retention in times of problems for the clients and companies
- Identify patterns and help in making the support systems better as we scale
- Maintain high quality in core work
- Contribute to building the team and the organization for long term success
- Used various social media platforms for media and blogger outreach.
Senior Analyst
Serco BPO Private Limited
04.2012 - 10.2014
- The process is a B to B which involves validating the existing data on the maps front end of Google for locales like the US, AUS and CA where the dependency and use of Google maps is very extensive
- The process involves analyzing the data (Important Landmarks, Business and Government data) available on the map's front end and validating the info to the most legitimate, current and accurate state
- The validation is done using all available resources like the websites, local problem reports generated by the end users (business owners etc.), and majorly direct interaction with the businesses
- Resolving Escalations and Data quality based on the Local Problem Reports generated by Business Owners
- Approving and validating data on maps for low impression count listings on maps
- Validating business information for most of the major business chains in the US
- Worked in different projects like Trickle Evaluation, Over Clustering where the job was to handle highly sensitive data such as listing of a White House
- Locale’s worked on: CA, US, AU, IN
Education
B-Tech - Computer Science & Engineering
Maheshwara Institute of Technology
Hyderabad06.2011
Intermediate - Math’s, Physics & Chemistry (M.P.C)
Narayana Junior College
Hyderabad06.2005
Schooling -
Siddhartha Residential High School
Hyderabad06.2003
Skills
- Customer Engagement Strategy Development
- Project Scheduling
- Coaching Expertise
- Client Satisfaction Management
- Operational Efficiency Management
- Project Coordination Skills
- Team Development
- Project Execution
- Candidate Assessment
Accomplishments
- Awarded AM of the Quarter for achieving extra ordinary results in a new project with demanding targets.
- Nominated for a Superhero award.
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge.
Languages
Telugu
Full Professional
Hindi
Native or Bilingual
English
Full Professional
Interests
- Love to Travel and explore different types of Culinary and Food
- Love to play Cricket and Chess Participated in many cricket tournaments and also lead the cricket team in Optum
- Big fan of super hero movies and action movies
Timeline
Assistant Manager, Digital Operations
OPTUM
09.2023 - Current
Team Leader - Voice
EC Council – Ecommerce India private limited
01.2020 - 07.2020
Senior Process Executive
Cognizant Technology Solutions
06.2018 - 10.2019
Community Operations Specialist
UBER India Private Limited
01.2016 - 11.2016
Senior Analyst
Serco BPO Private Limited
04.2012 - 10.2014
B-Tech - Computer Science & Engineering
Maheshwara Institute of Technology
Intermediate - Math’s, Physics & Chemistry (M.P.C)
Narayana Junior College
Schooling -
Siddhartha Residential High School
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