MAKARLA HARSHITHA
Hyderabad
Summary
Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams. Seasoned Operations Manager and talented leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
12
12
years of professional experience
Work History
Operations Manager
Formen & Mypuravida
08.2022 - Current
- Direct and oversee a team of 4 Team Leaders and 35 Customer Care & Warehouse executives, managing various aspects including Order Confirmation, Order Dispatch, Procurement, Courier Follow-up, Returns, online Transactions, New tie-ups, Email, WhatsApp Campaigns, Tool Integrations, Meetings, New product suggestions, Price Comparisons, Competitive analysis, and implementation of consumer feedback.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Increased profit by streamlining operations.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Implemented quality control systems to boost overall product consistency and reliability.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Assistant Manager
Open Play Technologies Ltd
03.2020 - 08.2022
- Supervised a team of 3 Team Leaders and 25 CCE members, responsible for Inbound & Outbound Customer Care Calls, Customer acquisition, App technical issues, Escalation Calls, Replying to Customer Emails, Reconciliation, Competitive analysis, Guiding CRM team, and conducting operations QA before App releases.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Improved customer satisfaction by resolving complaints and inquiries promptly.
- Engaged with customers to gather feedback, using insights to improve service and product offerings.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Defined clear targets and objectives and communicated to other team members.
Team Lead
OpenPlay Technologies Ltd
03.2017 - 02.2020
- Managed a team of 15 members handling Inbound & outbound Customer Care Calls, Customer acquisition, App technical issues, Escalation Calls, and responding to Customer Emails.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Created and managed project plans, timelines and budgets.
Team Lead & SR Team Lead
TATA Business Support Services
09.2015 - 02.2017
- Oversaw a team of 45 members handling Inbound Calls Queries and Complaints in Tata Docomo & Loyalty Rewards, conducted outbound calls, Client meetings, etc.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Fostered strong relationships with cross-functional teams to ensure seamless collaboration on shared initiatives.
- Championed innovative ideas within the organization which led to improved operational efficiency or enhanced service offerings.
- Assisted in recruitment to build team of top performers.
- Maintained database systems to track and analyze operational data.
Customer Care Executive
TATA Tele Services
01.2013 - 09.2015
- Worked in Voltas & Wcom Tata Docomo emailing process.
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
Education
BSc - Chemistry
Maharaja Mahila College
Vizianagaram, Andhra PradeshIntermediate -
Vikas College
Vishakhapatnam, Andhra Pradesh10th -
Siva Sivani Public School
Visakhapatnam, Andhra PradeshSkills
- Problem-Solving
- Team Leadership
- Operations Management
- Strategic Thinking and Planning
- Problem-solving and Decision-making
- Ability to multitask
- Operations Monitoring
- Operational Efficiency
- Employee relations and conflict resolution
- Planning and Implementation
- Inventory Management
- Management
- Employee Motivation
- Performance monitoring
- Policies and procedures implementation
- Staff Development
- Goal Setting
- Maintaining Compliance
- Customer Relationship Management
9297255232
Languages
English
Hindi
Telugu
Personal Information
- Father's Name: P. Adinarayana Rao
- Date of Birth: 02/14/83
- Nationality: Indian
- Marital Status: Married
- Religion: Hindu
Timeline
Operations Manager
Formen & Mypuravida
08.2022 - Current
Assistant Manager
Open Play Technologies Ltd
03.2020 - 08.2022
Team Lead
OpenPlay Technologies Ltd
03.2017 - 02.2020
Team Lead & SR Team Lead
TATA Business Support Services
09.2015 - 02.2017
Customer Care Executive
TATA Tele Services
01.2013 - 09.2015
BSc - Chemistry
Maharaja Mahila College
Intermediate -
Vikas College
10th -
Siva Sivani Public School
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