Bikash Modi

Background

About Bikash Modi

With a solid foundation in managing international operations, I've led teams of over 200+ employees and 10 leads, consistently achieving process KPIs and SLAs. Here are some highlights of my professional journey: 1. Operations Management: Proficient in managing queues using Live Ops & Live Person dashboards and WFM tools like Aspect. Skilled in strategic planning and expense control to boost profitability. Tools & Certifications: Familiar with Tableau Dashboard, Slack, and JIRA functionalities. Certified Six Sigma Green Belt.Data-Driven 3. Decision Making: Expert in data analysis and interpretation, ensuring informed and effective decision-making. Professional Competencies Effective Team Management: Successfully led frontline application support advisors, providing coaching to ensure consistent high-quality work. Conducted individual sessions to address challenges for enhanced team performance. Project Management Expertise: Led quarterly projects to improve key performance indicators, assigning leads and monitoring progress. Managed resources for client-specific projects, ensuring successful execution. ⏰ Attendance, Shrinkage & Roster Management: Meticulously managed team rosters to meet hourly requirements and maintain optimal intraday coverage. Implemented leave management protocols to keep external shrinkage within the target range (7-10%). Monitored and controlled auxiliary resource utilization to minimize internal shrinkage. 🤝 Client Relationship Management: Fostered strong client relationships through regular weekly and bi-weekly sync meetings. Actively engaged in client interactions, ensuring alignment with their needs and objectives. Business Reviews: Spearheaded the creation of quarterly and yearly business review presentations, assisting higher management in highlighting key achievements and performance metrics. Personal Competencies Creative Thinker & Adaptable: Proactively anticipate future challenges and offer innovative solutions. Adapt seamlessly to diverse situations, tailoring approaches to meet specific requirements. 🤝 Team Player: Advocate for team collaboration, promoting positive relationships and fostering enthusiasm among colleagues. Reporting & Analysis: Skilled in data analysis using advanced MS Excel techniques, creating reports for KPI calculations and decision-making and data bucketization.