Aashish Ghambir

+•• ••••• •••••••••••@•••••.com

19.8 yrs

With over two decades as an Operations Manager, I am deeply committed to fostering environments built on accountability and reliability, ensuring diligent execution and seamless collaboration across teams. My approach is rooted in pragmatic problem-solving and a strong sense of integrity, consistently driving efficient and structured operational success.

  • Gurgaon
  • Open to Gurgaon
  • On-site, Remote

Ask about Aashish

Skills

Claimed

Customer Issue ResolutionMentoring and Peer CoachingDelegation and Work AllocationInternational Team CollaborationPeople ManagementProject ExecutionWork Planning and PrioritizationEmployee Training & DevelopmentTeamworkTime ManagementProofreadingFostering Team Motivation

Proof of Experience

Operations Manager

V5 Global · Aug 2025 – Apr 2026

  • End to end account management of Digital Marketing platform for Amazon Sellers
  • Assistance on KYC Update, Website designing, Google Analytics, Listing & Cataloguing, Meta Ads
  • Decision Making, Resource Management, Data Analysis and Problem Solving
  • Manage and review operational reports (Attendance, Client scorecard, Metrics management reports)
  • Daily connects with the client on process related concerns, updates, RCA's etc.
  • Conduct regular one-on-ones with Team Leader and team
  • Basic KRA's and KPI's- Quality, Attrition, Shrinkage, EWS, Login Hours, SLA Targets
  • Assistance in Monthly performance (incentives) reporting

Deputy Operations Manager

Provana · Dec 2024 – May 2025

  • End to end account management, revamp, LOB inclusions and process ramp up
  • Analyse and maintain all Client Service Level Agreements, implement improvement plans as needed
  • Manage and review operational reports (Attendance, Client scorecard, Metrics management reports)
  • Client Portfolio Management and Client escalation management
  • Daily connects with the clients (US Attorney's) apart from Weekly and Monthly reviews
  • Transition management-Creating SOP's, Assisting offshore team
  • Conduct regular one-on-ones with direct reportees (Team Leaders and Assistant Managers)
  • Basic KRA's and KPI's- Staff/Prod.
  • Hours, Quality, AHT, Attrition, Shrinkage, EWS etc.

AM-Operations

WNS Global · Jun 2023 – Dec 2024

  • Operations Delivery - Customer Support and Sales for Delta Airlines (Voice/Non-voice)
  • Manage downtime tracker, Attendance, Shrinkage, Roistering, Leave Management etc.
  • Attrition / EWS Management / Performance Management / Training and Development
  • Key KRA's n KPI's include CSAT / NPS / S2S/B2Q / Login hours / Quality / CCPO
  • Weekly client interaction / WBR / Client calls / Client escalations / Weekly dashboards
  • HR support in recruitment, selection and Reward & Recognition

AM-Operations

Concentrix Daksh India Services Pvt. Ltd. · Oct 2015 – May 2023

  • Responsible for operations delivery for the largest E-Commerce player- Amazon (Voice and Chat)
  • Heading a team with a total head count of over 40+ team members
  • Key KPI's include Service Levels, CSAT and Quality Assurance / Process Enhancement
  • Drive operational improvements for contact centre operations
  • Manage high performance teams Improve organizational efficiencies
  • People Metrics – Shrinkage/ Attrition/ Compliance/ Quality Enhancement/ Staff/Prod.
  • Hours
  • Weekly client interaction/WBR/Dashboard and callouts preparations etc.
  • Collaborate with other departments to address customer needs and improve customer satisfaction
  • Providing HR support in recruitment and selection

Team Leader- Operations

Omniglobe International Pvt. Ltd. · Nov 2013 – May 2014

  • Handling a voice team of 25 agents as a Team Leader-Sales (Voice) for AT&T
  • Floor Handling/Support in sales for US customers
  • Conduct Team meeting / Quality adherence / Login hours
  • Key KPI's- SLA's, CSAT, Quality, AHT, Login Hours, Sales targets
  • Assisting with recruitment and selection of new hires
  • Handling customer queries and escalations

Team Leader- Sales

Radical Minds Pvt. Ltd. · Jan 2013 – Nov 2013

  • Handling a voice team of 30+ agents as a Team Leader-Sales (Voice) for Tech Support
  • Floor Handling/Support in technical sales for US customers
  • Floor support / Team meeting / Quality adherence / Login hours
  • Assisting with recruitment and selection of new hires
  • Handle escalated customer inquiries and complex issues efficiently

Team Leader

iYogi Technical Services Pvt. Ltd. · Sep 2007 – Jan 2013

  • Handling a voice team of 15-20 agents selling tech support (B2B and B2C)
  • Conducting Team meetings on regular basis to ensure quality
  • Target Achievement / Meeting KRA's, KPI's and SLA's
  • Lead, mentor, and motivate a team of Sales/customer service representatives

frontline agent

Daksh eServices Pvt. Ltd. · Nov 2001 – Nov 2004

  • Worked as a frontline agent in Sprint PCS, telecom giant in US
  • Handled/Assisted US customer queries on Voice platform

Proof-of-Work

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