Basitali Bangaalawala
ID: CCE187386

About Basitali Bangaalawala
I specialize in transforming business operations by driving efficiency, reducing costs, and optimizing offshore and outsourcing processes for scalable growth. My expertise lies at the intersection of strategic planning, operational execution, and financial oversight—delivering measurable results across industries. Professional Journey: 🔹 8+ years in operations and outsourcing, with foundational experience in my family’s Textile Machinery & Decor Laminates Business (Est : 1995). Began with hands-on roles in quality control, workflow optimization, and team leadership, later expanding into financial management, marketing, and corporate strategy. 🔹 Navigated complex business challenges, including international expansion setbacks and partnership restructuring, which honed my ability to adapt, problem-solve, and make data-driven decisions under pressure. 🔹 Transitioned into corporate operations, where I now streamline offshore processes, enhance client satisfaction, and improve profitability for high-growth organizations. Core Competencies: ✅ Operational Excellence – Designing and implementing lean, scalable workflows to maximize productivity. ✅ Cost Optimization – Identifying and eliminating inefficiencies in outsourcing and offshore models. ✅ Stakeholder & Client Management – Aligning cross-functional teams to ensure seamless execution. ✅ Team Development – Build and mentor high-performing operational teams Why Work With Me? ▪ Dual Perspective – Experience in both entrepreneurship (family business) and corporate operations provides a unique, holistic approach to problem-solving. ▪ Results-Driven Mindset – Proven ability to turn challenges into opportunities through analytical thinking and decisive action. ▪ Self-Motivation & Positive Attitude – Bringing passion, dedication, and a proactive approach to my work. Open to collaborations, consulting engagements, and thought leadership opportunities.
Employment History
Technomine BPO PVT LTDInvite company
1st Dec 2020 to 31st Oct 2022
Assistant operations manager
1st Nov 2022 to 23rd Jul 2024
Salary Package
Salary Hidden
Roles & Responsibility
Developed and maintained operational systems, processes, and policies. Monitored and maintained performance levels. Analysed data to ensure operations are within expected parameters. Supervised & mentored employees to ensure adherence to established standards. Developed and implemented effective procedures & strategies for better operational efficiency. Monitored and managed performance of managers of different sub divisions. Maintained records to generate reports & divisional trackers. Successfully planned and managed complex projects with multiple clients.. Hired, trained, and supervised a team of 150+ employees. Monitored and reported on KPI’s to ensure operations are running smoothly. Ensured compliance with relevant regulations and best practices
Skills
- Cross-functional Team Leadership
- Data Analysis
- Escalation Resolution
- Leadership Mentoring
- Resource Allocation
Verification Pending
Project team leader
1st Dec 2020 to 31st Oct 2022
Salary Package
Salary Hidden
Roles & Responsibility
Oversaw the daily operations of a team of 30 employees Developed and implemented new strategies to improve team efficiency Trained and mentored new team members to ensure they were fully integrated into the operations team Monitored and maintained quality standards and ensured adherence to company policies and procedures Collaborated with other department leaders to streamline processes and improve crossdepartmental communication Analyzed performance metrics and created action plans to address any areas of improvement Acted as a liaison between management and the operations team to convey important information Managed scheduling, timekeeping, and attendance for the operations team maintaining sufficient Headcount Participated in hiring and interviewing process for new team members
Verification Pending
Client services executive
23rd Sep 2019 to 30th Nov 2020
Salary Package
Salary Hidden
Roles & Responsibility
Provided service support to clients by monitoring more than 1000 sites. Assisted Team Leader & team with the site escalations & Incident reports. Handled process complaints and inquiries in a professional manner. Developed and implemented customer service policies and procedures as a senior team member. Maintained Site records and updated site protocols as needed. Resolved record retrieval & forencis requests by clients in timely manner. Maintained escalations & Incident reports Excel sheet. Responded to clients & law enforcement in case of any dilemma during on going escalation
Verification Pending
Xcend Media & Marketing LLPInvite company
1st Jun 2017 to 31st Oct 2017
Project manager
1st May 2019 to 18th Sep 2019
Salary Package
Salary Hidden
Roles & Responsibility
Responsible for verifying and converting calls into appointments transferred by agents. Accountable for achieving sales targets by assessing the quality of appointments set by agents. Maintained and update daily appointment spreadsheets. Conducted regular follow-ups on appointments generated by agents to ensure continuity and effectiveness. Implemented quality control measures to ensure the accuracy and effectiveness of appointments set by agents, maintaining high standards of customer service. Prepared detailed reports on appointment metrics, agent performance, and sales outcomes for management review and strategic decision-making
Skills
- Escalations Management
- Quality Assurance & Compliance
- Team Supervision
Verification Pending
Training manager
1st Nov 2017 to 30th Apr 2019
Salary Package
Salary Hidden
Roles & Responsibility
Trained newcomers and facilitated their successful completion of QA interviews to qualify as agents for the campaign. Introduced processes and provided comprehensive knowledge of company rules and regulations to all trainees. Categorised trainees into groups based on performance (Good, Average, Low) and tailored training methods accordingly. Updated training scripts regularly to align with QA updates and ensure compliance with current standards. Followed up with absent trainees to ensure minimal disruption to training schedules and progress. Updated interview details and trainee profiles, along with attendance progress sheets, using Microsoft OneNote and Google Drive. Collected and filed all required documents from trainees in accordance with company policies and procedures.
Skills
- Mentoring New Hires
- Process Training
Verification Pending
Floor manager
1st Jun 2017 to 31st Oct 2017
Salary Package
Salary Hidden
Roles & Responsibility
Ensured quality and quantity of work produced by agents, emphasising both productivity and standards. Evaluated performance and organised teams to enhance collaboration and productivity. Identified low performers weekly through work reports, provided briefings, and counselled them to improve performance. Maintained discipline and a conducive working atmosphere on the floor overseeing 51 agents and 1 assistant floor manager. Monitored random calls made by agents, creating feedback files to enhance performance and provide guidance. Communicated with the US QA team and clients via Skype and email to discuss agents' performance, address issues, and provide insights for improvement.
Skills
- Data Analysis
- Quality Assurance
- Team Leadership
Verification Pending
Assistant Floor Manager
1st Nov 2016 to 31st May 2017
Salary Package
Salary Hidden
Roles & Responsibility
Collaborated with the Floor Manager to develop and implement strategies for improving overall floor performance. Conducted regular performance reviews and provided feedback to agents to enhance their productivity and efficiency. Assisted in the resolution of operational issues and challenges faced by agents on the floor. Monitored adherence to company policies and procedures among agents to maintain compliance and efficiency. Facilitated training sessions and workshops to upskill agents and address performance gaps. Acted as a point of contact for agents' queries and concerns, providing guidance and support as needed. Prepared and presented reports on floor performance and initiatives to senior management.
Skills
- Team Supervision
Verification Pending
Client service executive
1st Apr 2016 to 30th Oct 2016
Salary Package
Salary Hidden
Roles & Responsibility
Performed as a Customer Service Representative, focusing on delivering high-quality performance. Maintained my performance metrics and targets on a weekly basis to ensure consistent achievement. Participated in training sessions and workshops to enhance product knowledge and customer service skills. Collaborated with team members and other departments to resolve customer issues promptly and efficiently.
Verification Pending
Education
Higher Secondary Certificate (HSC)
(Highest)GHSEB
1st Jun 2012 to 31st May 2013
Expertise
Team Leadership
5/5
Data Analysis
5/5
Problem Solving
5/5
Resource Allocation
5/5
Mentoring
5/5
Escalation Resolution
5/5
Lingo
English (India)
Verbal
3/5
Written
5/5
Gujarati
Verbal
4/5
Written
4/5
Hindi
Verbal
5/5
Written
3/5
