sagar sagar

I have a wealth of professional experience and expertise in the field of EdTech, where I have dedicated 12 years of my career as a Regional Head (Operations) and Senior Manager (Operations, Administration, and Assets). Throughout this time, I have honed my skills in effectively managing various aspects of operations, administration, and assets within the EdTech industry. This experience has provided me with a comprehensive understanding of the industry's unique challenges and requirements.

In my roles as a Regional Head and Senior Manager, I have been responsible for developing and implementing operational strategies that have significantly contributed to the success and growth of the organizations I have worked with. This includes streamlining processes, optimizing resource allocation, and ensuring operational efficiency across different regions. I have also excelled in managing teams, fostering a collaborative work environment, and overseeing day-to-day operations to ensure seamless execution of business activities.

Additionally, my experience as an Assistant Manager Operations in a fast-paced call center environment has further strengthened my skill set. During my 5 years and 1 month in this role, I successfully led and motivated teams to deliver exceptional customer service. With a keen focus on efficiency and customer satisfaction, I effectively managed high call volumes, resolved customer inquiries, and consistently upheld service quality standards.

Furthermore, I have gained valuable experience as a customer relations officer in a telecom company, where I directly interacted with customers, providing them with prompt support and resolving their issues in a satisfactory manner. This role allowed me to develop strong interpersonal and communication skills, as well as a customer-centric approach.

Throughout my professional journey, I have demonstrated a strong work ethic, adaptability, and a commitment to delivering exceptional results. My extensive experience in the EdTech industry, coupled with my proficiency in managing operations, teams, and customer relations, has equipped me with a well-rounded skill set that can positively impact any organization I work with.

Senior Manager (Operations/ Administration /Assets)       Aug 2017 – June 2023

Next Education India Pvt Ltd, Hyderabad

* Heading Pan India Administration.

* Good in planning and organizing things.

* Travel Desk Management.

* Procurement.

* Utility management.

* Procurement & vendor management.

* Expertise in defining SOP’s.

* Identification and mitigation of potential Risk.

* Optimistic strategic approach to resolve complex issue.

* Liaison with government body.

* Managing teams and large groups across multiple locations.

* An effective communicator at all levels within an organization.

* Strong analytical, problem solving & organizational abilities.

* Organized and detail-oriented with a strong work ethic. 

* Worked well in a team setting, providing support and guidance. 

* Developed strong communication and organizational skills through working on group projects.

* Completed paperwork, recognized discrepancies, and promptly addressed them for resolution. 

* Used strong analytical and problem-solving skills to develop effective solutions for challenging situations. 

* Passionate about learning and committed to continual improvement. 

* Strengthened communication skills through regular interactions with others. 

* Skilled at working independently and collaboratively in a team environment. 

* Demonstrated a high level of initiative and creativity while tackling difficult tasks. 

* Managed time efficiently in order to complete all tasks within deadlines. 

* Provided professional services and support in a dynamic work environment. 

* Worked flexible hours across night, weekend, and holiday shifts. 

* Developed strong organizational and communication skills through coursework and volunteer activities. 

* Participated in team projects, demonstrating an ability to work collaboratively and effectively. 

* Self-motivated, with a strong sense of personal responsibility. 

* Proven ability to learn quickly and adapt to new situations. 

* To ensure that all electronic and paper records of all works undertaken by the association are up-to-date and confidentially maintained.

* To enter data into the corporate database and produce reports from the database and other IT packages as required.

* To collate, record, reconcile, and store all documentation received by and generated by the association relating to asset management operations.

* To take telephone and e-mail inquiries, service requests, and complaints from residents and others and act on them in accordance with association policy.

* To book servicing, inspection, and other visits with residents and to record such appointments within corporate systems and diaries.

* To liaise with staff at all levels across the association to ensure that maintenance services are provided in a timely and professional manner for our residents.

* To liaise with the Customer Contact Team in the booking of visits to resident's homes to undertake maintenance services.

* To liaise with the Financial Support Officer to ensure that up-to-date data is produced for functions undertaken by the business unit.

* To take notes during meetings and reproduce them in the required format for distribution to others.

* To provide general administration support to the Asset Management Business Unit.

* Any other relevant duties required by the Chief Executive.

* Monitor workflow and create service request tickets where applicable, allowing resources to work uninterrupted. 

* Track daily resource capacity and communicate accurate turnaround times to requesters. 

* Create product level metrics and perform preliminary review of monthly data. 

* Coach, deliver feedback, mentor, and create development plans for team members.

* Create career development plans and communicate performance to team members, stressing areas for growth.

* Identify and implement solutions related to processes, people, and technology to drive efficiency across the team 

* Develop training content and modules for staff and determine appropriate training schedules 

* Ensure policies and procedures are documented, followed, and updated as needed.

* Work on special projects as assigned by Chief Executive. 

* Perform other duties and tasks as assigned by other HODs.

Regional Head Operations                                                   May 2011 – June 2023

Next Education India Pvt. Ltd, Hyderabad

* Preparing and presenting regional reports for senior management.

* Mentoring employees and suggesting training programmes.

* Overseeing the recruitment of employees in their region.

* Reviewing the key performance indicators of their region.

* Negotiating contracts with suppliers, vendors and manufacturers.

* Developing business, marketing and advertising plans.

* Planning and evaluating operations to be cost-effective.

* Ensuring employees reporting to them follow the company's standards and procedures.

* Preparing quarterly and yearly reports, analyses, statements and reports on finances and operations.

* Enforcing the company's rules and regulations.

* Ensuring the completion of paperwork from their region.

* Interviewing candidates and managing staff as per contractual obligations.

* Developing project plans and assigning regional project personnel.

* Seeking new business opportunities in their region and securing contracts for the company.

* Securing long-term relationships by maintaining practical client relations.

* Using programme management principles to execute and plan various team activities ensures the success of projects allows teams to collaborate effectively and efficiently and helps manage resources effectively.

* Proved successful working within tight deadlines and a fast-paced environment. 

* Demonstrated strong organizational and time management skills while managing multiple projects. 

* Passionate about learning and committed to continual improvement. 

* Developed strong organizational and communication skills through coursework and volunteer activities. 

* Strengthened communication skills through regular interactions with others. 

* Formulate business strategy with others in the executive team.

* Design policies that align with the overall strategy.

* Implement efficient processes and standards.

* Coordinate customer service operations and find ways to ensure customer retention.

* Ensure compliance with local and international laws.

* Oversee the implementation of technology solutions throughout the organization.

* Manage contracts and relations with customers, vendors, partners, and other stakeholders.

* Evaluate risk and lead quality assurance efforts.

* Oversee expenses and budgeting to help the organization optimize costs and benefits.

* Mentor and motivate teams to achieve productivity and engagement.

Assistant Manager of Operations                                          Sep 2006 - Oct 2010

Hinduja Global Solution Limited, Hyderabad

* Spearheaded daily staff meetings to identify improvement strategies, discuss policy updates and facilitate open communication. 

* Taught employees how to collaborate on daily job tasks and achieve service targets. 

* Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow. 

* Enhanced employee management by developing schedules, tracking time, and administering payroll 

* Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer. 

* Performed statistical analyses to gather data for operational and forecast team needs. 

* Prepared annual budgets with controls to prevent overages. 

* Coordinated with General Manager on different operational issues and promotional activities. 

* Introduced new methods, practices, and systems to reduce turnaround time. 

* Monitored employee productivity and optimized procedures to reduce costs. 

* Supervised operations team to support operational excellence and excellent customer service. 

* Developed and maintained operational guidelines for staff. 

* Developed systems and procedures to improve operational quality and team efficiency. 

* Communicated with customers to assess satisfaction with the products and services received. 

* Monitored key performance metrics to identify areas for improvement. 

* Monitored inventory and approved reorders of stock to secure necessary resources and meet customer demand. 

* Stayed up-to-date with industry trends and best practices to improve skills and organizational operations. 

* Implemented new technology to streamline processes and improve operations. 

* Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms. 

* Scheduled employees for shifts, taking into account customer traffic and employee strengths. 

* Reduced operational risks while organizing data to forecast performance trends.

* Mitigated business risks by working closely with staff members and assessing performance. 

* Observed each employee's individual strengths and initiated a mentoring program to improve areas of weakness. 

* Trained and guided team members to maintain high productivity and performance metrics. 

* Identified and qualified customer needs, and negotiated and closed profitable projects with a high success rate. 

* Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits. 

* Recruited, hired, and trained initial personnel, working to establish key internal functions and outline the scope of positions for the new organization.

* Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills. 

* Supervised the creation of exciting merchandise displays to catch the attention of the store customers. 

* Raised property accuracy and accountability by creating a new automated tracking method. 

* Assisted in the recruiting, hiring, and training of team members. 

* Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports. 

* Implemented innovative programs to increase employee loyalty and reduce turnover. 

* Implemented business strategies, increasing revenue, and effectively targeting new markets. 

* Launched staff engagement, gender diversity, and cultural programs in addition to robust reporting tools that increased operational quality. 

* Reported issues to higher management with great detail. 

* Trained new employees on proper protocols and customer service standards. 

* Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service

Team Leader Manager                                                             Oct 2005 - Aug 2006

Hinduja Global Solution Limited, HGSL. Hyderabad

* Led employee relations through effective communication, coaching, training, and development. 

* Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to the executive office. 

* Drove the performance of staff by creating incentives and a positive work atmosphere and administering recognition and rewards programs. 

* Effectively lead a team of associates to achieve process objectives and employee satisfaction 

* Motivated team members toward better performance 

* Preparing reports on each P.I 

* Performance and submitting them to the Line Manager 

* Also highlighting the areas the associates need to improve upon and giving solutions as well 

* Maintained excellent track record in teamwork and leadership 

* The quality of work executed by the associates was also formally appraised and counseled from time to time on shortcomings, if any 

* Achievements in HGSL (Team Leader)

* Always being "A" Player on the Floor 

* Always ranks first in the stack. 

* Proved to be the highest contributor in terms of HT upsells 

* Won R & R for the months of August'08, Sep'08, Dec08, and Jan'09 

* Won the Best Quality and CSAT Team in R&R for the month on April'09 

* Won Extra Miler Awards for HT Upsell in the months of December'08, January09, and May'09

* Wow Calls Topper in the month of August 2009 (Total WOW Calls Count: 14931) 

* Won Extra Miler Awards for HT Upsell in the months of October and November 2009. 

* Working in the interest of the organization by effectively performing duties assigned from time to time 

* Groomed the team members, which helped them move to higher positions 

* Two of the team members moved to QA and the other to Floor Support 

* Daily feedback to agents to improve performance 

* Training the agents on a weekly basis 

* Reporting to AMO and reaching the set targets and meeting the KRA's without fail 

* Coordinating with the backend for immediate resolutions 

* Handling Escalation calls 

* Won Best Dressed Team on Tie Day 

* As an initiative, I updated the performance dashboard 

* Assisting and supporting the new ramps when required 

* Identified as a SPOC within the team 

* Consistently performing in terms of AHT, CQ, and HT Up sale 

* Handling RTQM whenever it is required and also in the absence of reporting manager 

* Motivated the team members to participate in the extra-curricular 

* Motivated the team members to reach their goals

Customer Relation Officer                                                      Sep 2004 - Aug 2005

IDEA CELLULAR. Hyderabad

* Managed customer relations on an ongoing basis to maximize customer retention. 

* Developed and implemented standards for staff to provide consistent service to customers. 

* Created activities and engagements to enhance customer experience, knowledge, and patronage. 

* Made customers aware of current and new programs and services. 

* Assisted with conflict resolution during partnership negotiations and acquisitions. 

* Answered product and service questions, suggesting other offerings to attract potential customers. 

* Logged call information and solutions provided into an internal database. 

* Improved sales abilities and product knowledge on a continuous basis to provide optimal service and achieve quotas. 

* Developed and updated databases to handle customer data. 

* Reached out to customers after completed sales to suggest additional services or product purchases. 

* Promoted available products and services to customers during service, account management, and order calls. 

* Promoted a superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly. 

* Provided accurate information about promotions, customer programs, and products, helping drive high customer retention. 

* Directed incoming calls to internal personnel and departments, routing them to the best-qualified department. 

* Learned and maintained an in-depth understanding of product information, providing knowledgeable responses to diverse questions. 

* Used consultative sales techniques to understand customer needs and recommend relevant products and services. 

* Provided excellent customer care by responding to requests, assisting with product selection, and handling ordering functions. 

* Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues. 

* Responded to customer requests for products, services, and company information.

* Build long-term, loyal customer relations by providing top-notch service and detailed order, account, and service information.

Data Processing Officer                                                          May 2003 - Aug 2004

Epic Software Pvt. Ltd., Hyderabad

* Quickly learned new processes and systems and kept current with procedural enhancements. 

* Performed regular quality control checks to verify the accurate entry of data. 

* Maintained and referenced training documentation for the entry process. 

* Assisted the team by compiling internal reporting data. 

* Verified data is checked for compliance, errors, and repeat data. 

* Clearly communicated entry status via email or phone with other departments. 

* Double checked accuracy of hard copy paperwork and rectified any issues. 

* Verified the accuracy of the data before transcribing. 

* Utilized established methods for data processing and analysis for consistency and accuracy.

Bachelor of Arts (B.A.)                                                                                                      

Acharya Nagarjuna University, Andhra Pradesh

12th Class                                                                                                                                

KV INS CHILKA

10th Class                                                                                                                                

KV INS CHILKA