Kunxxxxxx - Team Manager Job Profile in San Francisco, CA

Kunal Jaiswal
San Francisco, CA
Ph +1 (628) 233-6463 | Email - kunujaiswall

Professional Summary

Results-oriented BPO Operations Manager with over 12 years of experience leading high-performing teams, driving revenue growth, and streamlining business processes. Skilled in project transitions, performance optimization, and digital marketing. Proven success in managing cross-functional teams and delivering consistent results in high-pressure environments.

Core Competencies

·        12+ years of BPO/Sales experience with 7+ years in a managerial role.

·        Proven ability to independently prioritize and manage special projects and work efficiently under tight deadlines.

·        Successfully transitioned 300+ seater pilot project in NY USA.

·        Studying projects to identify areas that can be automated and prepare software requirement specifications to build tools to increase productions and enhance quality.

·        Great with Data Management - Consolidation, Measure Goals, Analyse, Visualize & Interpret trends.

·        Experienced multiple roles like SME, Quality Analyst, V&A Trainer, MIS, Process Trainer, Team Leader & Manager

Professional Experience

Team Manager – Operations & Digital Marketing
Hearing Solutions Pvt. Ltd & Hear Zap, Hyderabad, India May 2018 – May 2020

• Ramped up the team from 3 to 40+ associates including SME, Quality, MIS & Team Lead.
• Skyrocket the revenue growth rate of 1000+% within a span of 6 months resulting from 26 branches to 90+ branches.
• Considered it as a pilot project and prepared process document, training manuals, call scripts and SOPs for smooth day to day operational activities.
• Analysed past production & financial Leads data to identify trends.
• Prepare reports on the above information and communicate the insights of these reports to the broader business.
• Designed & Implemented Production & Quality automated Tools to improve efficiency in production, quality & sales.
• Assessing the client’s feedback, evaluation areas of improvement and providing critical feedback to the associates on improvements for achieving higher sales.
• Streamlined workflow processes, reducing turnaround time and operational bottlenecks.
• Conducted weekly review meetings and daily huddles to monitor progress and address    roadblocks in real-time.
• Implemented incentive and recognition programs to boost morale and drive performance.
• Played a vital role in the development Hear Zap App and its backend support.       
• A deep level of knowledge on the cycle 1. Lead Generation 2. Lead Processing 3. Sales.

Managed Customer Care & Digital Marketing teams.

Team Manager / Team Lead
Sutherland Global Services, Hyderabad, India Jan 2008 – Jun 2016

• Successfully led hiring, training, and onboarding initiatives to scale the team rapidly as per business requirements
• Implemented process improvement strategies to reduce error rates and enhance customer satisfaction
• Collaborated with cross-functional departments (HR, IT, QA, Training) to ensure smooth and scalable operations
• Created detailed SOPs and knowledge base documents to maintain process consistency and minimize knowledge gaps
• Handled escalations and complex issues with a focus on resolution and customer delight
• Tracked and analysed key performance indicators (KPIs) to drive data-based decision-making
• Designed and executed team incentive programs aligned with business objectives to boost engagement and retention
• Played a key role in budgeting and resource allocation for operations and project rollouts
• Regularly provided operational insights and strategic input to senior management and stakeholders
• Ensured compliance with organizational policies, data security, and client SLAs

Education

• Bachelor’s Degree – Osmania University, Hyderabad, India

Work Authorization

Employment Authorization valid till May-2030 without sponsorship.