Mansi Gautam

Operations Associate

Mumbai, Maharashtra, India9 yrs 6 mos experience

Highly Stable

Key Highlights

Expert in driving operational excellence and team performance.
Proven track record in enhancing customer satisfaction.
Skilled in mentoring and developing future leaders.

Stackforce AI infers this person is a B2B operations manager with a focus on team performance and client satisfaction.

Contact

Skills

Core Skills

Operations ManagementTeam Management

Other Skills

Analytical SkillsAttrition ReductionClient SatisfactionConsumer ServicesCross-Functional CollaborationData-Driven Performance ManagementForecastingLeadershipManagementManpower HandlingMentoringMicrosoft ExcelMicrosoft OfficeMicrosoft PowerPointOperational Excellence

About

• Currently serving as Sr. Associate Manager at Sutherland Global, Navi Mumbai. • Identified inefficiencies & bottlenecks in existing processes, and implemented initiatives to streamline processes, reduce waste, improve efficiency, and enhance productivity. • Developed comprehensive plans for scaling operations, including resource allocation, and talent acquisition, and oversaw the implementation of expansion projects, ensuring alignment with strategic goals and timelines. • Ensured the highest levels of customer satisfaction through problem-solving skills and First Time Resolution, and improved service delivery standards resulting in improved CSAT scores. • Designed and developed customized reports & dashboards to track key performance indicators (KPIs) and provide actionable insights. • Inspired and empowered cross-functional teams to achieve peak performance, implemented initiatives to enhance employee retention, and implemented training tailored to team needs, fostering a culture of continuous learning & skill enhancement.

Experience

Taskus

Operations Manager 2

May 2025 – Present · 10 mos · Navi Mumbai, Maharashtra, India · On-site

Driving operational excellence, team performance, and client satisfaction in a high-impact, B2B process environment.
Leading a team of supervisors and over 100 associates to consistently meet and exceed performance KPIs (CSAT, Quality, AHT, and Conversions).
Collaborating with cross-functional teams to ensure seamless process transitions, high training throughput, and QA compliance.
Engaging directly with clients to align on operational strategy, automation opportunities, and continuous improvement initiatives.
Implementing data-driven performance management tools and RCA-based interventions to enhance agent efficiency and customer experience.
Fostering a people-first culture by mentoring future leaders, improving engagement, and managing attrition through structured 1:1s and development plans.

Operational ExcellenceTeam PerformanceClient SatisfactionPerformance KPIsCross-Functional CollaborationData-Driven Performance Management+3