Profile

Experienced and results-oriented Assistant Manager with seven years of

experience in Consulting, Ed-tech and Product management (B2B & SaaS)
environments. Motivated professional with strengths in supervising employees and
Sourav Chamoli promoting optimal customer service. Adept in Employee Relations, Stakeholder
Management, Project Management, Operations and Customer experience and
A S S I S TA N T M A N A G E R , C O O , service management. Prepared, organized, and trained in product knowledge.
GLOBAL CUSTOMER SERVICE
CENTER Committed to creating an environment that is conducive to achieving customer
satisfaction.
Details
Employment History
+919971380492
chamoli09sourav@gmail.com Assistant Manager, COO, GCSC, Saville and Holdsworth Limited (SHL),
Gurgaon
MARCH 2020 — PRESENT
Links
• Responsible for overall team delivery and quality of work in line with agreed
Linkedin Key Performance Indicator’s (KPI’s) and Service Level Agreements (SLA’s),
appropriately delegating actions and overseeing the work of the team.
Skills • Support the Managed Services Support Manager in Change Management
and Operational Readiness activities, in conjunction with the Continuous
Leadership and Teamwork Improvement team as required.
• Maintain and develop strong relationships firm wide to achieve high client
Client Management
satisfaction and performance in line with published client Service Level
Agreements and key objectives, whilst delivering cost-effective operations.
Budget Management
• To help and support the Managed Services Support Manager for the selection,
Managing People on-boarding, performance, development, and retention of all team through
standard approaches.
Interpersonal Skills • Support the Managed Services Support Manager to produce weekly/monthly
reports on individual and team performance and productivity levels to monitor
Business Operations and compare results against business objectives.
• Planning, prioritizing, and managing resources whilst providing support &
Agile Project Management direction to Managed Services Team.
• I have built a strong knowledge of the Managed Services offerings and
Analytical and Problem-Solving
solutions to present world class solutions to external clients, support and
skills
perform training and on boarding to team members. (AMs/TLs)
• Established strong internal relationships with MS Project management,
Support and quality assurance team, GCSC teams, Local Professional services
Languages
and Central Professional services teams - to ensure the efficient and effective
English delivery of our Projects to clients.
• Ensures timely delivery in line with defined SLA’s and maintains updated
Hindi project plans throughout the life cycle of the project on SFDC, JIRA and MS
Excel.
• Handled a team of global tech support and chat support team initially for
Hobbies EMEA and APAC team and presently for India and Australia.
Reading, Listening to Music, • Based on data analysis, work out new strategies to ensure best results and
Playing Cricket and Football, made and improvises processes for the new and old projects.
Traveling and Trekking.
Assistant Manager International Corporate Client Servicing, Aspiringminds
India Pvt Ltd, Gurgaon
AUGUST 2019 — MARCH 2020

• Managed the internal account setup tasks for all new clients
• Been the single point of contact for the implementation manager for the
specified tasks.
• Collaborated with multiple key business units to drive efficiencies, meet
customer needs / deliver on strategic business goals
• Accurate and quality management of all internal tracking metrics / platforms
like SFDC, JIRA and Excel etc.
• Used the project management methodology to manage risk assessment,
escalation and resolution process.
• Used their knowledge and experience to drive best practices aimed at
standardization and scale and increase efficiencies
 • Ensured processes aligned to financial goals with measurable metrics.
• Handled a team of global tech support and chat support team for EMEA and
APAC regions.
• Done functionality testing of the platforms before it goes live for the clients
and if there was any issue faced during the test raise it to product and other
relevant teams.
• Worked with Customer Service and Product Development departments to
enhance overall customer experience.
• Provided excellent customer service and achieved a high rate of client
satisfaction and retention.
• Increased client base by researching competitive advantage while targeting
prospective client needs.
• Identified client needs and suggested appropriate services to enhance client
experience.

Sr. Executive, Operations Specialist, British Council, Gurgaon

AUGUST 2015 — AUGUST 2019

• Ensure to be compliant with all IELTS standards as laid down in IELTS code,
Test Day Supervisor Manual and other documents
• Identity verification of candidates appearing for IELTS sent by Universities
from Canada, USA, Europe, New Zealand & Australia. Coordinating with IELTS
verification team in London after analyzing the candidate’s data.
• Supervised security arrangements, stock keeping and records of all IELTS
materials. Processing results (includes handover, score entries and Post test
activities).
• Good knowledge of the integrated systems and networks of the organization
including security software and organizational tools very well.
• Technical support to IAM (Identify Authentication Management) including
functionality and giving the training of the processes.
• Initiated projects like OSM (Online Screen Marking) for PAN India for
operations delivery team and arranged the training session for the TDS &
Internal teams.
• Coordination with vendors for usage of resources effectively to save the time
and cost to company.

Events/Projects Coordinator, MERITTRAC PVT LTD, New Delhi

D E C E M B E R 2 0 1 3 — J U LY 2 0 1 5

• Responsible to compromised of administrative tasks, project management,

events management, venue management and auditing, monitoring and
evaluation, communication.
• As an administrator I had worked on various high-stake projects with
universities, government sectors, and corporate hiring procedures.
• Building and maintaining existing professional relationships with high-stake
Govt. and Corporate stakeholders.
• As an administrator, I was responsible for the management of the venue,
infrastructure, and people.
• I was also accountable for the risk, security and timely delivery of the
examination and proper material management without any discrepancies.
• I have successfully administered several government and public sector
projects acting as the Supervisor in North and West India.

Achievements
SHL Projects, Saville and Holdsworth Limited (SHL), Gurgaon
MARCH 2020 — DECEMBER 2020

During my tenure of one year I have managed a team at Global Customer Service
Center (GCSC) level. Tested and implemented customer portals and trained almost
860+ clients (B2B) along with handling projects for Amazon, Concentrix, Genpact,
IBM (IBM Kenexa) and TELUS globally etc. with the new online product for live
coding and interviews. Also, provided support successfully with the queries and
requirements for these clients.

British Council, British Council, Gurgaon

AUGUST 2015 — AUGUST 2019
I delivered IELTS and UKVI Exams for more than 10 lakhs+ customers approximately
since Aug 2015 till Aug 2019. Maintained courier plans for India, Bhutan, and Nepal
for vendors for timely movement and saved almost 4000k per year. Maintained
Tracker for the venue management & resourcing to minimize the cost every session.
(India).

Education
Bachelor of Technology, Maharshi Dayanand University, Rohtak
2008 — 2012

Courses
Post Diploma, NSICLTD
JANUARY 2013 — JUNE 2013

Internships
Summer Internship, Hyundai Motor India Ltd., New Delhi
M AY 2 0 1 2 — S E P T E M B E R 2 0 1 2

Certification
Productivity and Time Management
Problem-solving and Decision-making Strategies
Agile Foundations
Agile Project Management with Microsoft Project
Python for Data Visualization