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Nitesh Gulati

  • Pune, Maharashtra, India
  • Business Analyst, Computer Knowledge, Analytical Ability
Profile Snapshot
Nitesh is based out of Pune & has studied IT-Information Technology, PGDBA-Post Graduate Diploma In Business Administration from Year 2013-2014 in SCDL-Symbiosis Centre for Distance Learning, Symbiosis University.
Nitesh Gulati is Skilled in Business Analyst, Computer Knowledge, Analytical Ability and other talents.
Professional Path
Assistant Operations Manager
Bundl Technologies Pvt Ltd. (Swiggy.com)
Full Time Jul-2015 To present (10 years 1 month)
Responsibilities
  • Assist the Ops Manager in developing operations strategy for effectively scaling operations and act as liaison between the Business and operations teams.
    Design processes, optimise operations and effectively launch and implement various operations strategies for the company (at city level).
    Design training modules and develop employee retention strategy for operations team.
    Perform trend analysis to identify deficiencies (metrics and reports) and recommend solutions.
    Periodic Demand Analysis and forecasting to assist Operations and Marketing teams to plan Demand Flattening strategies and promotions.
    To evaluate adherence to policies & processes on tools usage, reuse and quality related training programs.
    Develop and update daily, weekly and monthly performance dashboards and propose adequate process controls to fix gaps.
    Timely performance reviews with order management team to identify and resolve issues impacting performance and SLA.
Achievements
  • Successfully completed following projects to help improve unit economics of the city. Reduction in overall SLA
    Reduction in calls per order
    Order Cancellation
Team Leader (Customer Delight)
Serindipity Infolabs Pvt Ltd.(TaxiForSure.com)
Full Time Nov-2014 To Jun-2015 (7 months)
Responsibilities
  • Identify causes for non-achievement of SLAs, develop solutions and execute the same.
    Review and analyse performance reports against targets on a weekly/monthly basis with Operations manager/Team Members and investigate causes for performance deviations.
    Develop strategic & tactical plans to identify, analyse and effectively respond to needs, emerging trends and best practices.
    Scheduling and forecasting basis historic data to highlight staffing requirements throughout the day/week and prepare process roster accordingly.
    Look for additional revenue generation opportunity by performing B2B sales for the business.
    Manage performance of team members through performance management, career planning strategies and sharing of best practices, therefore managing performance of the entire process.
    Responsible for attrition management and arranging for backfills on a timely basis.
    Work closely with HR to ensure high employee morale and retention initiatives.
Achievements
  • Awarded with Certificate of Appreciation in Annual Employee Recognition Program for Planning and Executing the RAG Tracker towards PAN INDIA ATTRITION CONTROL PROJECT.
Team Leader
Full Time Jul-2011 To Oct-2014 (3 years 3 months)
Responsibilities
  • Leading a team of 20 Tier-1 Support.
    Facilitating a team of associates & delivering on the performance parameters as defined by organization/client’
    Work with the upper Management to develop / implement action plans to achieve the target deliverables.
    Identify best practices & process re-engineering opportunities, implementing these within aligned team & across the teams in Operations.
    Providing real time support to the team.
    Handling 2nd level escalations.
    Establishing work plans.
    Review and sign off on requirements, process flows, gaps, and design documents.
    To study the functionality and business process changes and suggest necessary actions to be taken and training to be provided to the team members.
    Socialize the changes in business processes and organizational design.
Qualifications
Post Graduate Diploma In Business Administration
Symbiosis Centre for Distance LearningSymbiosis University
2013-2014 | Score 74%
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