Abbas Rajan

• Spearheading the revitalization of the Bridge USA Program (J1) & UK Skilled Worker Visa, driving a 250% increase in J1 registrations post-COVID and delivering a staggering USD XX million turnover in FY22–23 and USD YY million turnover in FY23–24.
• Manage the recruitment strategy for the UK Skilled Worker program, resulting in the successful hiring of 150 chefs within 18 months and contributing to a GBP 1 million profit increase for Vira International.
• Lead a team of 26 professionals managing critical UK and US processes at Vira International
• Streamlining operations through automation, slashing process timelines by 30%, and generating significant cost savings through paperless and value-driven initiatives boosting profitability.
• Engineering a 30% increase in US visa approvals for the J1 Hospitality Program (48% to 78%) by implementing a comprehensive strategy and optimizing application processes.
• Serving as the single SPOC for 5 US sponsors, actively aligning program objectives, facilitating seamless stakeholder communication, and delivering exceptional customer service.
• Negotiating and securing mutually beneficial contracts with sponsors resulting in 20% profit margin increases, generating an additional INR XXX million annually.
• Conducting continuous audits and fostering robust stakeholder communication channels to minimize processing delays, promptly address applicant feedback, and pro-actively adapt to new requirements.
• Introducing a background verification service (BGV), generating an additional annual revenue stream of GBP 20,000.
• Enhancing candidate experience and program visibility through revamped content, templates, and websites, leading to increased awareness and engagement.
• Leveraging targeted social media campaigns to attract talent for new program requirements, reducing sales team workload by 40% and achieving a 60% conversion surge in the UK business.

• Proactively generated 10 new freelance training assignments in a year through a multi-faceted outreach strategy, boosting annual revenue by 40%.
• Delivered bespoke behavioral training programs and soft skills workshops, exceeding client expectations with a 25% increase in employee engagement post-training.
• Built and maintained strong client relationships (90% retention rate) by consistently exceeding expectations with high-quality training, leading to repeat business and referrals.
• Conducted comprehensive needs assessments, leveraging market research and industry insights, to tailor programs that meet specific client objectives.
• Evaluated program effectiveness and presented actionable recommendations to senior management for continuous improvement.
• Developed engaging training materials, including manuals, presentations, and resources, to optimize learning outcomes.

• Spearheaded a high-performing 28-member team, driving operational excellence across voice, chat, sales, and email for Mumbai and Bengaluru. Reported directly to the VP of Training & Development.
• Partnered strategically with Sky UK Limited as their primary liaison and SPOC. Managed 750 Voice, 250 Chat (Customer Service, Sales, RTM), and 50-seater NOW TV programs, delivering flawless operations and a zero-gap process environment.
• Championed a culture of compliance, overseeing successful internal and external audits. Achieved zero non-compliance in COPC audits for both Mumbai and Bangalore locations.
• Exceeded client expectations by achieving a Net Promoter Score (NPS) of XX for a client within 6 months (surpassing the 50 target). Additionally, chat business conversion skyrocketed from 17% to 30% within just 2 months.
• Streamlined the NOW TV new business transition by 47 days, smashing transition metrics by 24%.
• Boosted agent performance by improving the bottom percentile's sales by 6% in 2 months, resulting in a significant increase in overall team productivity.
• Implemented a strategic on-the-job training (OJT) program, achieving exceptional throughput rates of 85% for voice and 70% for non-voice processes within 8 weeks.

• Directed a robust 56-member L&D team across 13 locations, ensuring seamless communication and consistently exceeding client training expectations for a team of 3500 agents.
• Pioneered chat-based training by establishing a successful 5-member pilot team, catering to customer service and sales, and ensuring a smooth transition into this new domain.
• Cultivated strong client partnerships to ensure successful implementation of Train-the-Trainer (T3) programs for new products and services.
• Delivered comprehensive training and ongoing reinforcement programs for all associates, fostering a culture of continuous learning.
• Forged a strategic partnership with Tata Sky, optimizing processes and achieving a breakthrough 15% increase in throughput (70% to 90%). This collaboration propelled operational excellence and boosted overall efficiency.

• Empowered a 22-member training team across Hyderabad, Secunderabad, and Visakhapatnam, successfully managing training needs for major clients like Verizon (USD 12 million in international business), Airtel, Vodafone, and Tata Docomo.
• Skyrocketed Verizon's Net Promoter Score (NPS) to a consistent +15, exceeding client expectations and solidifying superior service quality.
• Streamlined training data management through collaborative reviews with the MIS team, ensuring alignment with organizational goals and strict adherence to compliance standards.
• Established the integration of diverse training methodologies, including e-learning, while continuously evaluating program effectiveness. Implemented data-driven recommendations for program updates and ongoing improvement.
• Cultivated a culture of trainer excellence through regular knowledge assessments and targeted upskilling initiatives. This ensured consistent trainer competence and maximized program effectiveness.

• Supervised training and operational processes for high-profile BFSI and Telecom clients, guaranteeing meticulous adherence to COPC compliance guidelines.
• Implemented tactical customer satisfaction (CSAT) improvements by leveraging training needs analysis (TNA) methodologies and aligning training with COPC certification standards.
• Championed the "Edu-Egypt" project, meticulously overseeing module delivery and leveraging specialized expertise to ensure project success.
• Optimized training efficiency for key clients by implementing the DMAIC approach, resulting in a USD 5,000 cost reduction per batch and exceeding 80% end-to-end throughput.
• Tailored and implemented personalized refresher programs for at-risk learners, maximizing learning experiences, fostering skill development, and reducing employee attrition by 15%.

Trainer, Ventura India Pvt. Ltd, Pune, Jul 2005- Dec 2006

Process Trainer, Convergys India Services, Pune, Aug 2003 – Jul 2005

Customer Representative, GE Capital International Services (GECIS)

Pune, Jan 2002- Jul 2002