This resume is for Bhupendra Rawat, who has over 11 years of experience in operations management, training, and transitions management. He currently works as an Operations Manager at FIS, where he leads a team of over 110 employees and has improved customer satisfaction scores and SLAs. Prior to his current role, he held positions as a Team Manager and Team Coach, where he trained new hires and monitored team performance. Rawat has a bachelor's degree in computer applications and is proficient in English and Hindi.

1. RESUME
BHUPENDRA RAWAT
C3/3, Rites Flats
Ashok Vihar-111
New Delhi-110052
Contact number: 9873565482
Email address: bhupendra.mr@gmail.com
SENIOR LEVEL PROFESSIONAL Operations Management / Training & Development /
Transitions Management
AN OVERVIEW
• A “Performance Driven Professional” bringing in rare level business acumen and
record of achievements developed in over 11 years
• Sufficient experience in managing entire process operations with an aim to
accomplish corporate plans & goals successfully
• Used instincts, insight, judgment, and timing to succeed on tough deal:
 Operations Management focusing on maximizing customer
satisfaction, process compliance, etc.
 Process improvement initiatives to achieve maximum efficiency in
various operations
• Abilities in coordinating with internal/external customers for running successful
business operations and experience of implementing procedures and service
standards for business excellence
• Adroit in ensuring delivery of high quality services to support customer's business
needs & achieving continued high customer satisfaction from all operational users
for services
• Prudent, disciplined & self-motivated with excellent interpersonal, communication
& organizational skills with proven abilities in team management and customer
relationship management
CORE COMPETENCIES
• Framing work direction and plan for the associates after thorough assessment of
their capabilities
• Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) /
CTP (Critical to Process) targets and involved in planning for the process
• Transitioning systems to upgraded versions to achieve efficiency in various
operations; spearheading process improvement initiatives
• Conducting internal process audits & process reviews for ensuring strict adherence
to the process parameters/systems as per defined guidelines
NOTABLE ACCOMPLISHMENT
 Lead a team of 110+ employees for a major UK Telecom client
o 2Sr TL’s, 4 TL’s, 6 TC’s and 12 SME’s)
 Develop and sustain relationship with onsite vendor managers.
 Lead for Change management and control in the process.
 Seamless transition of new Chat Tool in 2015 along with 2 new Sub Process
 (Weekly and monthly business insight provided to client)
 Appraisal of all the TL’s and Level 2 supports.
 Appraisal of all the TL’s and Level 2 supports.
 Single point of contact for client escalation/Query Resolution
 Work closely with the clients in process transition

2.  Share best practice within the organization or client for process and efficiency
improvement.
 Coordinates with other Billing functions to ensure effective and efficient operations
and resolve issues that may occur
 Effort estimation and SLA standardization with Client
 Managing a team, supporting multiple geographies
 Periodical audits for process and security compliance
 Ensure that attrition is managed in the business and the right people with the right
skills are recruited into roles
 Ensure shifts are planned to suit business needs and managing attendance.
 Monitor employee satisfaction and act to ensure that this remains high.
PROFESSIONAL PARTICULARS:
Working with FIS- Fidelity National Information Services as Ops Manager– since Oct
2013.
Fidelity National Information Services, Inc.(NYSE:FIS), is a leading provider of core
processing for financial institutions, card issuer and transaction processing, mortgage
processing services and related information products and outsourcing.
ACHIEVEMENTS & PROJECTS:
 Seamless transition of new Chat Tool in 2015 along with 2 new Sub Process
 Part of the Project GENESIS (A tool of Response Guidelines). It helped SLA delivery
to increase from 90% to 98%
 Improved CSAT scores from 78% to 81% in a span of 2 months
 Received best manager award for 2 consecutive Years.
Team Manager - May 2010 to September 2013
 Client Management – interacting with the Client through emails and calls.
 Managing a team of 20 team members and to ensure the team meets process SLA
(Quality, Productivity, Log in Hours etc) and targets via “Email and Chat”.
 Data analysis and reporting for Quality and Productivity, which also includes
Quality Checks for the Team Members.
 Updating Team Members of the process related updates and any changes in the
process.
 Monitoring the team performance from the COPC certification perspective.
 Monitoring the BS7799 (ISO27001) security standards within the team.
 Maintaining Change Management Systems and coordinating with the different
support teams for seamless operational flow.
 Coordinating with the Team Leader and team members.
Team Coach – March 2008 to April 2010
 Quality Checks for the team members.
 Updating team members of the process related updates and any changes in the
process.
 Coordinating with the Team Leader, Team Coach and team members.
 Handles the team in absence of the Team Leader
 Gives regular feedbacks to the team members of their work.

3. Team Member – Jan 2005 to Feb 2008
• Handling all the complex Billing queries.
• Handling all the FTRF queries
• Contacting/Updating Advisors in case of Discrepancy.
• Working within SLA (Service Level Agreement) and within the given TAT (Turn
Around Time) as given by the client.
Achievements:
• Promoted as a Billing Advisor (SME) after 6 months.
• Served as acting Team Coach for one month, wherein team achieved quality of
95%.
• Frequent appreciation certificates from the customers and clients.
• Given additional responsibility of Training to New hirers.
• Given responsibility of training to new advisors and mentoring to new advisors
(within the team).
EDUCATIONAL QUALIFICATION:
• Completed 10th
from S.B.M Public School (C.B.S.E)
• Completed 12th
from S.B.M Public School (C.B.S.E)
• Bachelor’s Degree in Computer Application
INTERPERSONAL SKILLS:
• Always open to learning and feedback.
• Good Communication skills
• Unparallel flexibility and adaptability to new environment.
PERSONAL DETAILS:
Marital Status : Married
Father’s Name : Mr. L.S. Rawat
Languages Proficiency : English & Hindi
Special Interests : Listening to the music and making friends.
Date :
Place : New Delhi
(BHUPENDRA RAWAT)