AKHILESH RATHI
Noida
Summary
Dynamic HR and operations professional with 5.5 years of diverse experience spanning HR operations, learning and development, customer service, quality analysis, stakeholder management, and talent acquisition. Proven track record in global project coordination, compliance, risk mitigation, and customer satisfaction. Skilled in collaborating with cross-functional teams, driving process improvements, and delivering results in high-pressure environments.
Overview
7
7
years of professional experience
Work History
Assistant Manager
Barclays (via AMS payroll)
Noida
10.2023 - Current
- Key Contributor to the global "Being Consistently Excellent" workshops, impacting over 100,000 Barclays employees, including Managing Directors, Vice Presidents, and all colleagues (VPAC).
- Global Stakeholder Management: Partnered with Ernst & Young (EY) to support delivery of qualitative and quantitative feedback reports, contributing to a 90% success rate in workshops.
- Workshop Coordination: Collaborated with a global team to manage logistics for in-person and virtual workshops across India, ensuring seamless execution.
- Workday & Tools Utilization: Utilized Workday and other tools like Poppulo, excel and PowerPoint for efficient scheduling and management of workshop activities.
- Records Management & Compliance: Maintained comprehensive records for audits and compliance, ensuring accuracy in documentation of workshop activities and communications.
- Risk Mitigation: Assisted in reducing communication risks by ensuring relevance and precision in information shared with all bank colleagues.
- Employee Engagement: Supported and sometimes led engaging activities during various festivals in India, fostering a positive workplace culture.
Senior Quality Analyst
Classplus
Noida
05.2022 - 04.2023
- Took ownership of maintaining and updating the entire Standard Operating Procedure (SOP) for customer services, ensuring consistent quality across operations.
- Provided specialized coaching on handling priority escalations, focusing on effective communication and resolution strategies.
- Led efforts in fraud detection, identifying and mitigating scams within the app marketplace to protect ClassPlus benefits and ensure customer trust.
- Actively contributed to the implementation of new process updates, resulting in smoother and more efficient customer service operations.
- Prepared and shared daily performance and quality reports with leadership, supporting data-driven decision-making.
Quality Analyst
Classplus
Noida
10.2021 - 04.2022
- Audited customer interactions (calls, chats, emails) for adherence to quality standards, providing actionable feedback to improve service delivery.
- Coached agents on best practices for query resolution, helping to optimize response times and enhance customer satisfaction.
- Managed compliance audits for customer service tickets and coordinated with the engineering team via JIRA to resolve product-related issues and feedback.
Delight Manager
Classplus
Noida
09.2020 - 09.2021
- Joined as one of the first team members in the newly established customer service department during the surge in online education.
- Handled customer inquiries across calls, chats, and emails, achieving a customer satisfaction rate of over 90%.
- Played a key role in developing the initial SOP for customer services, contributing to the team's expansion from 3 to 23 members.
- Reduced first response times to under one minute through continuous process improvements and efficiency initiatives.
Customer Service Executive
British Council
New Delhi
12.2018 - 04.2020
- Managed customer queries related to IELTS exams and various UK scholarship programs via calls, chats, and emails, ensuring prompt and accurate responses.
- Utilized Salesforce to maintain detailed records of customer interactions, including call logs, chat transcripts, and email correspondences, ensuring data accuracy for tracking and reporting.
- Escalated complex cases according to established escalation metrics, collaborating with various departments to resolve issues efficiently.
Recruitment Analyst
Vrinda Global
Karnal
08.2017 - 03.2018
- Managed end-to-end recruitment for diverse clients, including top Fortune-listed companies, covering both IT and non-IT roles.
- Utilized professional sourcing techniques across job portals like Naukri, Indeed, and LinkedIn to identify and attract top talent.
- Conducted comprehensive candidate screening and shortlisting, ensuring alignment with client requirements and job specifications.
Education
GED -
MDU
ROHTAK07-2023
Skills
- HR Operations & Learning Development
- Global Stakeholder Management
- Records Management
- Quality Assurance & Compliance
- Customer Service & Support
- Talent Acquisition & Recruitment
- Event Coordination
- Data Analysis & Reporting
- Process Improvement & Risk Mitigation
Accomplishments
- Awarded multiple tokens under the "Making It Happen" award scheme by British Council. One such token is received for working in collaboration with British High Commission in COVID-19 at the evacuation organized for UK citizens.
Timeline
Assistant Manager
Barclays (via AMS payroll)
10.2023 - Current
Senior Quality Analyst
Classplus
05.2022 - 04.2023
Quality Analyst
Classplus
10.2021 - 04.2022
Delight Manager
Classplus
09.2020 - 09.2021
Customer Service Executive
British Council
12.2018 - 04.2020
Recruitment Analyst
Vrinda Global
08.2017 - 03.2018
GED -
MDU
Similar Profiles
PRERNA BHARECHPRERNA BHARECH
Employee Compliance Analyst at BarclaysEmployee Compliance Analyst at Barclays
Ansu PathippallilAnsu Pathippallil
Customer Service Associate at BarclaysCustomer Service Associate at Barclays
Blossom MifsudBlossom Mifsud
Virtual Work Experience at BarclaysVirtual Work Experience at Barclays
Himanshu JainHimanshu Jain
Architect at CognizantArchitect at Cognizant
ANSHU GARGANSHU GARG
SDE-1 & AI-Engineer at IQ-LINE PVT. LTDSDE-1 & AI-Engineer at IQ-LINE PVT. LTD