1. HARISH GARG
168 Urban Estate Phase 1 Patiala 147002
Home: 9501955544 – Cell: 9501955544 – harishgarg0@gmail.com
Summary
Focused Operations Manager versed in contract negotiation and process improvement. Applies in-depth
knowledge of industry trends and shifts to offer valuable insights on opportunities for new growth and business
expansion.
Highlights
 Team building
 Personable
 Procedure development
 Staff retention
 Multi-unitoperations management
 Troubleshootingand problem solving
 Business process re-engineering
 Flexible
 Dedicated
 Clientrelationships
Accomplishments
 Went to Philippines in July’ 2011, provided supportas Subject Matter expert
 Improved performance of the teams that were assigned to me by adopting different coaching methods
and by conducting regular one o ones with the associates
 Boosted customer satisfaction ratingsby 5% in under 2 months
 Implemented and maintained customer servicedelivery model that ensured high degree of customer
satisfaction
 Boosted efficiency through lean and process improvements such as automation of Live Person Chat
channel report, automation of Refund Decision tool to check the number of refunds that can be given to
the customers at a process and associatelevel
 Revamped the Dsatanalysisprogram,resultingin saving50%time of each Front Line Manager in Chat
channel
 Earned the Leadership Success Ratio Award for meeting the specified limitby each member of team
 Mentored, coached and trained 125 team members in 5 years includingtheteam members in Philippines
 Identified inefficiencies and maderecommendations for process improvements
Experience
Working in a family business
April 2015 - Present
M/s Saneh Sales Corporation – SriGanganagar,Rajasthan
 Temporarily helpingmy father in his business
 To inspiretheteam to increasebusiness
 To meet with the difficultbuyers and convincethem to startsellingthe tea brands of the company
 Brand names are "MahaMani and Goldy"

2.  To resolvethe quality complaints of the buyers
 To make promotional campaigns to increasesaleof the company
Team Leader
April 2007 to March 2015
Bank of America Continuum Solutions Private Limited – Gurgaon, New Delhi/NCR
 Handled a team of 13 associates,takingcareof team’s day to day activities and inspiring theteam to meet
the monthly targets
 Extensive experience of Chat processes in supervisory rolewith excellent process knowledge
 Monitored and measured customer satisfaction through surveys
 Promoted calibration with the Quality Team to enable “Total Customer Satisfaction”
 Singlepoint of contact for any escalation, responsiblefor conductingthe feedback session and keeping
team appriseof all the recent changes and updates
 Ability to develop, mentor, inspireand hireassociates
Customer Care Executive
January 2006 to March 2007
E2E Serwizol – Mohali, Punjab
 Worked for Postpaid and Prepaid telecom processes of Tata Indicom
 To give FirstContactResolution to the customers, i.e. Basic information of the product or makingany
changes to their accounts
Education
Masters: Computer Application, 2011
Punjab Technical University –Jalandhar,Punjab,India
PGDBA: Finance, 2009
Symbiosis Centre for distancelearning –Pune, Maharashtra
Diploma: Computers, 2003
NIIT, Chandigarh – Chandigarh,UT, India
Bachelor of Arts: Arts, 2003
Panjab University – Chandigarh,UT, India
Skills
 Deep knowledge of operations,management and “People Management”
 One stop shop for the process level updates and handlingcustomer escalations
 Familiarity with customer needs assessment, quality standardsfor services and customer satisfaction