Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Amandeep Kaur Rai

Associate Process Manager

Summary

My perseverance to achieve at every task has been the primary reason for my rapid but structured progression to management and leading the team. My principal field of expertise is with strong visualization, leading teams, analyzing processes, concepts, and managing projects strategically to rapidly drive processes forward by increasing productivity, efficiency and effectiveness. I shall feel honored to serve the organization along with developing my skills further to make a career in a dynamic organization, which offers a challenging environment and lots of encouragement for learning and access to world-class business and management practices.

Overview

7
7
years of professional experience
2
2
years of post-secondary education
3
3
Languages

Work History

Associate Process Manager

Eclerx services Limites
05.2023 - Current
  • Lead and manage a team of process executives to achieve daily, weekly, and monthly operational targets as per client-defined KPIs.
  • Initiate, assign, and monitor work queues to ensure timely and accurate processing.
  • Coordinate with cross-functional teams to resolve escalations and ensure service delivery excellence.
  • Monitor team performance and provide regular feedback, coaching, and training to enhance productivity and quality.
  • Conduct process audits and quality checks to maintain compliance with SLA requirements.
  • Prepare and present detailed operational reports and performance dashboards.
  • Engage in weekly and monthly business review meetings with clients to discuss service metrics, process challenges, improvement plans, and strategic initiatives.
  • Build and maintain strong client relationships through effective communication and timely issue resolution.
  • Implement process improvements to reduce turnaround times, improve accuracy, and optimize resource utilization.
  • Ensure adherence to company policies, client expectations, and data privacy regulations.
  • Act as the point of contact for client communication regarding daily operations and performance updates.

Operations Team Leader

Taskus
02.2022 - 04.2023
  • Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
  • Adhered to applicable guidelines and requirements, and assisted team in doing same.
  • Helped set and manage objectives for quality, productivity and compliance.
  • Managed high workload with consistent record of achieving deadlines and production targets.
  • Helped to increase sales and customer retention by managing implementation new marketing and service strategies.
  • Contributed to interviewing process and made new hire recommendations.
  • Improved team efficiency and productivity by restructuring workflow and managing assignments.
  • Kept team activities in compliance with safety, regulatory and environmental guidelines.
  • Encouraged and promoted ideas aligned to business needs and benefits.
  • Motivated and trained employees to maximise team productivity.
  • Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
  • Conducted root cause analysis in deficient areas to identify and resolve issues.
  • Collected customer feedback and made business adjustments to improve retention and satisfaction.
  • Managed internal operational standards and productivity targets.
  • Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships.
  • Managing day-to-day activities of team.
  • Motivating team to achieve organizational goals.
  • Developing and implementing timeline to achieve targets.
  • Delegating tasks to team members.
  • Conducting training of team members to maximise their potential.
  • Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
  • Conducting quarterly performance reviews.
  • Contributing to growth of company through successful team.
  • Creating pleasant working environment that inspires team.

AMCC

Teleperformance
01.2020 - 11.2021
  • Leading a team of 30 executives (on average basis) for Apple Chat Process.
  • Preparing reports, sharing customer reviews and highlighting key opportunities.
  • Passionate about learning and committed to continual improvement.
  • Applied effective time management techniques to meet tight deadlines.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Auditing calls and chats, and providing relevant feedback.
  • Handling UK Sales and India Customer Service Segments.
  • Addressing agent concerns, and sharing management's expectations with the executives.
  • Sharing good chat and call practices, and empowering executives for a better customer experience.
  • Take care of matrices like CSAT, Target Achievement and other KPIs & KRAs.
  • Conduct weekly Review with External Teams, Skip Managers and clients.
  • Drive to achieve fabulous Customer Resolution.
  • Handling Manager Escalation.
  • Case Reviews, identify areas of opportunities and conduct triages with the team.
  • Weekly and monthly reviews with Clients on the basis of performance.
  • Maintaining sales targets for international and domestic line of business.
  • Implementing and ensuring adherence to service delivery standards.

Customer Care Executive

Teleperformance
07.2019 - 12.2019
  • Handled inbound and outbound domestic and international calls.
  • Worked at AppleCare technical support.
  • Handling Apple products' technical support related calls as a senior executive.
  • Dealing with the Apple authorized service providers, Apple Store and other Apple department executives to resolve the issues related with devices.
  • Worked as a senior executive in sales chat India and the UK.
  • Explored and worked on multiple Apple tools to support the customers.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Coordinated timely responses to online customer communication and researched complex issues.

Customer Care Executive

Wheelz
07.2018 - 07.2019
  • Handling inbound and outbound calls.
  • Assigned with Floor Support and Case Assignment, an extra responsibility as a sign of appreciation.
  • Grabbed Star of the Month as an associate.
  • Handling and highlighting process related issues to the respective client.
  • Mapping client's requirements; identifying improvement areas & implementing measures to maximize customer satisfaction levels.
  • Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
  • Manage Customers/Partners escalations; align appropriate resources for a seamless customer support experience.
  • Part of the Wheelz Outbound Process.
  • Mode of handling was Customer Calls.
  • Coordinated timely responses to online customer communication and researched complex issues.
  • Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
  • Took ownership of customers issues to follow problems through to resolution.
  • Kept accurate records of all customer interactions and transactions.
  • Oversaw hiring, orienting and training of customer care staff to facilitate capable workforce.

Education

Diploma - Special Education

Government Rehabilitation Institute For Intellectual Disabilities
03.2015 - 03.2017

Skills

  • Detail-oriented
  • Making action plans
  • Step targets
  • Business Development
  • Key Performance Indicators
  • Verbal communication
  • Written communication
  • Operations management
  • Improvement initiatives
  • Coaching
  • Mentoring
  • Staff Management
  • Policies and procedures
  • Strategic planning

Accomplishments

  • Achieved greater numbers on client targets and got more business as compared to other sites.
  • Awarded 5 times - Star of the month between August 2020 and September 2021.
  • Got appreciation from the client on the basis of C-sat scores and Product insights.

Timeline

Associate Process Manager

Eclerx services Limites
05.2023 - Current

Operations Team Leader

Taskus
02.2022 - 04.2023

AMCC

Teleperformance
01.2020 - 11.2021

Customer Care Executive

Teleperformance
07.2019 - 12.2019

Customer Care Executive

Wheelz
07.2018 - 07.2019

Diploma - Special Education

Government Rehabilitation Institute For Intellectual Disabilities
03.2015 - 03.2017

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Amandeep Kaur RaiAssociate Process Manager