Jitender Dwivedi Email & Phone Number

Noida, Up, In

Noida, Up, In

Noida, Uttar Pradesh, India

Lucknow Area, India

2017-04 - Current Operations ManagerMahindra Special Services Group Handling 3 projects -UP 112 Emergency response center Maharashtra 112 Emergency police service Cyber-crime helpline 1930 Uttar Pradesh.• Managing multiple processes with a team size of 1200+ employees.• Maximized customer engagement and satisfaction by delivering excellent customer service.• Driving manpower planning and directing hiring/ staffing to maintain diverse & effective workforce• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments• Review key processes to improve overall key performance indicators/ outcomes in the areas of total customer experience, operational efficiency and optimal resources utilization• Track, monitor and make recommendations to achieve excellent customer satisfaction ratings

Lucknow Area, India

• Prepare their Individual Development Plans for career growth plans of the techs to grow in the organization.• Providing technical expertise to the team.• Identifying bottom quarterly from the teams and helping them on skills improvement.• Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.• Conducting training sessions & in house forums based to boost the technical and soft skills of the associates.• Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance among st Team members.

Lucknow Area, India

Emergency Response centerHandle a team comprising 230 agents & 8 Team leaders.• Create work plans for team to help them achieve targets.• Prepare their Individual Development Plans for career growth plans of the techs to grow in the organization.• Manage Absenteeism in the team.• Providing technical expertise to the team.• Identifying bottom quarterly from the teams and helping them on skills improvement.• Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.• Conducting training sessions & in house forums based to boost the technical and soft skills of the associates.• Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance among st Team members.

Chandigarh Area, India

Worked as a Project Coordinator for CCTNS, Haryana Police.CCTNS: Crime and Criminal Tracking and Network System, an online application developed for Indian Police Department to digitalize all the FIR and criminal records.Providing Training to Police officers and giving then live demo in State Crime Research Buru (SCRB).Manage and keep track of all the trainings and MIS reports on daily basis.Interacting with client identifying the resource and also help to the resource.Project Scheduling and resource planning for training and deployment.Taking reports verify the report and send it to client on daily basis.Status Report, Project Metrics is providing the detailed information and status for all the release to client and top level management.

Lucknow Area, India

Handled a team of 30 Customer care Executives Create work plans and take weekly review with agents. Manage Absenteeism in the process wise, manpower planning, performance based trainings, mentoring.Deftly handling team, Customer service and business development operations for enhanced productivity & operational efficiency while achieving preset targets.Handling client queries / grievances within the time parameters. Mapping client’s requirements and providing expert advisory so that problem of the customer will be resolved soonEnsuring customer centric operations and identify areas for improving and enhancing customer service initiatives through implementation of feedback received from them; successfully handle escalated issuesManaging customer database and updated them about promotional packages and special offersDeftly implementing uniform processes & procedures while providing quality standards for operational areas & ensuring adherence to quality standards.

Mba, Marketing ,Hr

Activities and Societies: • Industry Visit in Bisleri Plant of Mumbai. • Industry Visit in Parle plant of Mumbai. • Survey on Communal.

Bachelor’S Degree, Bachelor Of Arts, A

Graduation

Associate’S Degree, Secondary Education And Teaching, B

High School, Secondary Education And Teaching, A