Rohit Sirkeck
Papakura,New Zealand
Summary
Highly-driven and results-oriented professional with over 15 years of extensive experience in client servicing, management, and business operations. Possessing a robust skill set that encompasses strong business acumen, analytics, and a keen understanding of client needs. Committed to delivering exceptional service and fostering positive relationships within diverse organisational settings. Adept at evaluating complex problems, developing innovative solutions, and effectively implementing strategies to drive organisational success. Proven leadership abilities in managing, developing, and inspiring teams to achieve their goals. Collaborative and team-oriented with a passion for continuous improvement and a focus on delivering high-quality outcomes. Exceptional interpersonal, written, and oral communication skills enable effective interaction and seamless coordination across all levels of the organisation. Seeking a challenging role where I can leverage my expertise to contribute significantly to the overall performance and success of the organisation.
Overview
18
18
years of professional experience
Work History
Customer Service Manager/ Operations Manager
CV Check
, NEW ZEALAND
06.2023 - Current
- Developed and implemented customer service strategies, aligning with organisational goals and improving operational efficiency.
- Recruited, trained, and led a high-performing customer service team, ensuring quality and productivity.
- Monitored customer feedback and KPIs to identify trends, enhance satisfaction, and implement corrective actions.
- Evaluated and streamlined processes to improve efficiency and reduce response times, incorporating best practices.
- Ensured compliance with quality standards and effective communication across teams, addressing customer complaints promptly.
Team Leader – Operations
CONCENTRIX
, NEW ZEALAND
05.2022 - 06.2023
- Supported the team by addressing inquiries, resolving technical requests, and escalating issues as needed.
- Monitored performance, tracked KPIs, and developed strategies to enhance goal achievement.
- Coached and developed team members to exceed client expectations and improve skills through training sessions.
- Identified and implemented opportunities for process improvement and ongoing enhancements.
- Promoted staff engagement and team cohesion with reward and recognition initiatives, fostering a positive work culture.
Director - Operations
TELEPERFORMANCE
, INDIA
03.2018 - 12.2021
- Developed and implemented key operational and performance metrics to drive reporting and assess business performance.
- Created business models and forecasting tools to support strategic initiatives and improve performance evaluation.
- Led the development of KPIs and operational scorecards, conducting root cause analysis and process improvement initiatives.
- Provided coaching and training to align team performance with company goals, overseeing quality reviews with senior leadership.
- Managed client relationships, profit and loss, and growth initiatives, while defining portfolio management strategies and evaluating cross-functional departments for efficiency.
Director – Business Analytics & Decision Support
TELEPERFORMANCE
, INDIA
02.2015 - 03.2018
- Compiled, analysed, and summarised data to prepare comprehensive reports on trends.
- Drafted budgets, business plans, and strategic business initiatives.
- Monitored budget run rates and developed strategies to address deficits.
- Established pricing strategies for new business opportunities, considering company budgets and profit margins.
- Ensured alignment of organisational efforts with strategic goals, financial targets, and performance metrics.
- Overhauled financial reporting and measurement systems to enhance profit and loss management.
- Represented the Indian subsidiary at quarterly board meetings, presenting financial outlooks.
Senior Manager - Process Excellence & Innovation
TELEPERFORMANCE
, INDIA
02.2013 - 02.2015
- Implemented external best practices and industry learnings to drive continuous improvement.
- Identified long-term strategic opportunities and short-term tactical improvements to enhance process efficiency.
- Streamlined multiple processes to eliminate waste and improve efficiency.
Manager - Client Services & Operations
TELEPERFORMANCE
, INDIA
02.2012 - 02.2013
- Managed client relationships and ensured delivery of key performance indicators (KPIs).
- Developed and maintained standard operating procedures.
- Produced daily financial reports and tracked run rates.
- Analysed workflows and proposed improvements to enhance efficiency and effectiveness.
- Conducted customer service workshops and presentations.
- Coordinated with multiple internal departments and served as the point of contact (POC) for clients.
Customer Care Executive
TELEPERFORMANCE
, UK
01.2010 - 02.2012
Customer Care Executive
DELL INTERNATIONAL SERVICES
, INDIA
08.2006 - 06.2009
Education
Change Management -
BBB Advisory
01-2024
Great Manager Certification -
Great Place To Work
01-2020
Lean Six Sigma - Green Belt Certifiction -
COPC
01-2017
MSc. Management -
University of The West of Scotland
Glasgow01-2011
Bachelor of Arts -
Punjab University
Chandigarh01-2006
Skills
- Customer Service Focus
- Service Delivery
- Networking and Relationship Cultivation
- Client Relationship Management
- Business Analytics Proficiency
- Operational Oversight
- Financial Planning and Budget Management
- Business Growth Initiatives
- Strategic Planning and Leadership
- Analytical Problem Solving
Timeline
Customer Service Manager/ Operations Manager
CV Check
06.2023 - Current
Team Leader – Operations
CONCENTRIX
05.2022 - 06.2023
Director - Operations
TELEPERFORMANCE
03.2018 - 12.2021
Director – Business Analytics & Decision Support
TELEPERFORMANCE
02.2015 - 03.2018
Senior Manager - Process Excellence & Innovation
TELEPERFORMANCE
02.2013 - 02.2015
Manager - Client Services & Operations
TELEPERFORMANCE
02.2012 - 02.2013
Customer Care Executive
TELEPERFORMANCE
01.2010 - 02.2012
Customer Care Executive
DELL INTERNATIONAL SERVICES
08.2006 - 06.2009
Change Management -
BBB Advisory
Great Manager Certification -
Great Place To Work
Lean Six Sigma - Green Belt Certifiction -
COPC
MSc. Management -
University of The West of Scotland
Bachelor of Arts -
Punjab University
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