1. MUKESH BHATT
H. No. 105, H-Block, Mohan Garden Uttam Nagar New Delhi 110059
Mobile : 09997898087 E-mail : bhattmukesh80@gmail.com
To achieve high career growth through continuous learning process and keeping myself dynamic and
competitive with the changing scenario of business and making positive contribution and effective use
of my skills towards the growth of the organization.
Professional Profile :
 A self motivated professional with more than 10 years of professional experience in handling
Operations, Process Management, Operations Management and Client Relationship Management.
 Strong analytical, communication & interpersonal skills with proven abilities in Customer
Relationship Management & Team Management.
Professional Experience:
March 2014- current date - Working with Doon Surgico & Medico Agency, Dehradun as Senior
Business Development Manager.
 Handling Sales & Business Development of Medical Devices/ Surgical Equipments/ Implants/ Ortho
devices, etc.
 Planning / Implementing Sales Strategies. Promoting & monitoring area sales in order to create a
strong foundation for continued growth.
 Market analysis & formulating short term/long term forecasts.
Career Highlights:
February 2013 – March 2014 with Blue Print ERE, New Delhi as Deputy Manager – Marketing
Strategy & Operations.
Role & Responsibilities:
 Planning & operations. Ensure process policies, procedures and contractual agreements are
consistently met.
 Responsible for data analysis and working on strategy development.
 Analyze Business Models from Risk, ROI, Cost, finance and expected business value.
 Involved in Process Designing/Strategy designing of multiple business domains.
 Responsible for identifying process improvement opportunities.
 Responsible for formulation and execution of business Strategies , business processes and
policies.
 Provide strategic guidance to the operations team & team managers to ensure service delivery.
Client Servicing:
 Identifying improvement areas & implementing measures to maximize customer satisfaction levels.
 Post and pre-sales services to the clients. Taking escalations for resolving critical issues.
 Ensuring continuous interaction with the clients to make sure that area of concern can be worked
upon for improved service levels.

2. Team Management:
 Major responsibilities include co-ordination with training and staffing. Structuring of training
programs, optimizing available resources and driving quality projects.
 Conducting meetings for setting up objectives & designing or streamlining processes to ensure
smooth functioning of financial operations.
 Monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in
process operations and meeting of individual & group targets.
Certifications/Trainings:
 NCFM IN CAPITAL MARKET (Dealers) Module.
 NCFM IN DERIVATIVE MARKET (Dealers) Module.
 BSE CERTIFICATION IN SECURITIES DERIVATIVES (BCDE).
Career Highlights:
Feb 2012 – September 2013 with Takeoff Worldwide Inc., as Manager - Operations &
Business Development.
Role & Responsibilities:
 Generating business for the company by providing the services for PR & EB visas.
 Handling client centric operations & ensuring customer satisfaction by achieving delivery & service
quality norms.
 Post and pre-sales services to the clients. Maintaining client reports, timely updates & follow ups.
 Monitor the performance of the team members on regular basis and assist them in their training
and development.
 Provide periodic updates to the management team with market best practices and any changes in
immigration laws
 Providing the required information and taking the process ahead in the right manner after checking
for their specific requirements related to PR/EB Visas for required countries.
 Responsible for all contractual agreements from an operational perspective and ensure realistic and
practical commitments are made to clients.
 Consistently meet predetermined metrics to achieve business objectives and customer SLAs.
 Ensure contingency plans are in place for all services to include business recovery plans.
 Ensure timely and accurate reporting of performance metrics and SLAs to the Management.
 Support Case Managers and Sales teams to expand opportunities with clients and increase revenue.
April 01, 2007- January 31, 2012 with Mansukh Investment & Trading Solutions, New Delhi as
Assistant Manager- Operations & Business Development.
Role & Responsibilities:
 Conducting market analysis to assess prevalent financial & economic environment.
 Overseeing day-to-day operations of traders, ensuring that each trader is fulfilling their
responsibilities and making efficient utilization of resources.
 Identifying new potential initiatives, workflows and systems to improve operational efficiency.
 Responsible for the day to day activities of the Market Operations Department.
 Play a key role in making decisions regarding Fund Management, Cash-Future Arbitrage, Future-
Future Arbitrage.
 Performing Stock Market analysis & preparation of plans for profit optimization.

3.  Back testing on data for statistical analysis and conducting scenario analysis.
 Conducting meetings for setting up objectives & designing or streamlining processes to ensure
smooth functioning of financial operations.
Dec 13, 2004 - Dec 9, 2006 with Convergys India Services Private Limited as Team Lead-
Enterprise Platform Support(EPS-Microsoft).
Role & Responsibilities:
 Assist in the entire service function & co-ordinate with the Support service team for providing
proactive solutions to Clients and Partners. Identify areas of improvement & recommend process
modifications to enhance efficiencies.
 To manage the day to day planning, operation and problem-solving of a team of agents to meet the
required service level requirements, standards and quality targets. To develop the team to e nsure
delivery of a superior client experience by highly knowledgeable/customer focused engineers.
 Assisting Team Manager in handling a team of support engineers, conducting performance appraisal
for the team, and training of the new-hires. Compiling reports on team’s performance and client
feedback. Managing the floor in the absence of Team Manager, adherence to schedule. Call
monitoring, coaching and feedback.
 Work closely with team members to solve client issues/queries .Understand agent's problems and
weaknesses and address these. Offer solutions and suggestions for process and product
improvement to Team Manager. Assisted in making decisions on training requirement for team
members and adjusting targets to suit the needs of the business.
 Monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process
operations and meeting of individual & group targets.
Nov 01, 2001–Oct 29, 2004 with IBM Global Services as Specialist Technical Support.
Role & Responsibilities:
 Prepare and maintain daily MIS reports, quality and productivity report.
 Prepare weekly/monthly/quarterly Reports & Scorecards.
 Subject matter expert for QuickBooks - Accounting Software by Intuit. Coaching and improving
performance of agent assigned to me. Handling Technical and Customer Escalations.
 Handled administrative responsibilities in the absence of Team Leader. Conducted Team Briefings &
De-briefings. Up-Skilling and Training of agents.
Academic Qualifications:
 Post Graduate Diploma in Business Management(PGDBM) with specialization in Marketing
from SCDL Pune in 2005.
 BCA from MD University, Rohtak in 2001.
PERSONAL INFORMATION :
Date of Birth : 24-07-1980
Father’s Name : Mr. S.L. Bhatt
Address: H. No. 105, H-Block, Mohan Garden Uttam Nagar New Delhi 110059