Summary
Overview
Work History
Education
Skills
Languages
References
Personal Information
Career Overview
Timeline
Generic
AMIT RAJA

AMIT RAJA

Thane

Summary

I am eager for new challenges that will enhance my skills and knowledge, enabling me to grow as a leader. I aim to apply leadership and management skills to motivate team members and achieve strategic objectives for the company.

I have more than 10 years of experience in content design & development, customer service, business and operational support, retail, accounting, and secretarial support. I also hold an MBA from Glyndwr University London. I am highly motivated with a proven track record of efficiently completing tasks to deliver high-quality outcomes and exceptional user experiences to employers.

Overview

16
16
years of professional experience

Work History

Team Lead

ISG
Bangaluru
12.2022 - Current
  • Directed team of Associates, Analysts, and Senior Analysts to meet objectives.
  • Worked closely with the onshore team for Fiserv, Persistent Ford, BOA, IAG, Nielsen, and Flexcon projects.
  • Participated in meetings and walkthrough with SMEs to understand project specifics and processes.
  • Liaised with project managers, SMEs, and SPOC to gather insights on the projects when required.
  • Assigned the task to the team members based on an estimate of how much time and effort the task at hand would take, and tracked the progress on their tasks accordingly.
  • Responsible for ensuring the team produces quality work, meets deadlines and expectations, and takes the end user's experience into consideration.
  • Evaluated team output prior to onshore submission.
  • Prioritized multi-tasking by contributing to the project as an individual, and supporting team members.
  • Performed team-building activities to build rapport with team members.
  • Performed mid-year and annual reviews through the Onereview process for team members, and shared the feedback accordingly.
  • Volunteered for the quarterly meet committee and supported the team to organize the quarterly meet event.
  • Received appreciation from the business head for the successful completion of the project, and I was nominated for the Spot On award.

Learning Consultant

Tech Mahindra Business Service (TMBS) Ltd
Mumbai
04.2022 - 11.2022
  • Worked closely with the client, 3G UK, on the project to implement the transformation of old systems into new ones, to upgrade overall business capability.
  • Attended meetings and walkthrough with SMEs to learn about the changes in the process and system.
  • Liaised with project managers, SMEs, and SPOCs to gather insights on the capabilities in scope.
  • Reviewed the new system process documents to understand the upcoming changes.
  • Prepared PowerPoint visual packs and guides for training needs analysis (TNA) sessions.
  • Conducted TNA sessions with the respective areas, including the Contact Center, Back Office, etc.
  • Prepared forms with training requirements as per TNA, and shared them with stakeholders for their sign-off.
  • Maintained the TNA tracker and published biweekly reports on the progress of the TNA sessions.
  • Maintained the journey mapping sheet to ensure that the content is in line with training requirements.
  • Designed digital modules, system journeys, and packages (that cover the most common system journeys).
  • Developed content using tools like Storyline, Rise, and Vyond in the form of modules, videos, and infographics.
  • Worked on LMS and SharePoint sites to create the learning plans for respective areas.
  • The team met the clients’ requirements and deadlines successfully with the great praise from the stakeholders

Content Designer and Developer

Tech Mahindra Business Service (TMBS)
Mumbai
09.2021 - 03.2022
  • Prepared facilitator guides and PowerPoint visual packs for technical applications and tools
  • Designed and developed digital modules using Rise and Storyline for new hires and in-house trainees.
  • Prepared a storyboard for module development for processes, skill-based, and technical content.
  • Prepared training schedules, learning plans on the LMS, and designed role-play enhancement scenarios.
  • Prepared proof of learning quizzes and assessments on an internal LMS for the target audience.
  • Trained designers and developers on Rise and Storyline tools.
  • Liaised with stakeholders to understand their requirements, and designed the content.
  • Conducted a training needs analysis (TNA) for content development.
  • Worked on the Panorama project (a performance and statistics tracker used by all departments in Operations) and designed the content, and developed the video using Storyline.
  • Having met the deadlines and delivered excellent content earned me a lot of appreciation and a promotion to the role of a Learning Consultant.

Customer Relation Advisor (CRA)

Tech Mahindra Business Service (TMBS)
Mumbai
11.2019 - 08.2021
  • Use the problem-solving skills, product knowledge, and sensible approach to help the customers with their concerns and queries on both incoming and outgoing phone calls.
  • Review all alternative solutions to effectively address the customers' concerns.
  • Accurately recorded all data, exceptions, and complaint instances in the system, and effectively followed up with the customers regarding their issues and concerns.
  • Promoted to the role of a mentor to support the newly formed network chat team.

Assistant Consultant

Adarsha Advisors LLP (Chokshi Group)
Mumbai
10.2017 - 05.2018
  • Prepared documents and forms for Overseas Direct Investment (ODI) and Foreign Direct Investment (FDI).
  • Supported the Transfer Pricing (TP) team with related tasks.
  • Prepared a draft for the clients on working capital gains/losses from the sale of securities, dividends, and interest income, in accordance with the principles of the Income Tax Act of 1961.
  • Prepared secretarial compliances for entities having domestic and foreign shareholding.
  • Produced a checklist for clients to ensure compliance with guidelines under the Companies Act of 2013.
  • Prepared Annual Filing of the Companies and LLPs.
  • Prepared PPTs, business drafts, and notes as per the client's requirements.
  • Successfully met all deadlines and the client's requirements to ensure a robust relationship.

Office Coordinator

John E.M. Van der Beeck Associates
London
09.2014 - 10.2015
  • Served as a point of contact and managed effective communication within and outside the firm.
  • Managed incoming communication, including phone calls, emails, and faxes.
  • Performed daily tasks such as arranging meetings, scheduling appointments, and maintaining calendars.
  • Recorded the minutes of the meeting and archived them accordingly.
  • Maintained accounting records and documents, such as invoices and bills.
  • Reconciled accounts in a timely manner, and provided clerical support to the accounting department.
  • Provided administrative support, such as maintaining manual and electronic personnel records, and compiling data.
  • Created and implemented an expense template firm-wide to control business expenses and resource time.

Trainee Manager

McDonald's Restaurants
London
07.2013 - 08.2014
  • Managed the general operation of the store when necessary.
  • Provided training to new hires and existing team members on how to serve customers, prepare meals, and keep restaurants clean and orderly, according to McDonald's policies.
  • Managed the activities of 12 to 15 team members in multiple workstations.
  • Led staff to perform tasks and achieve targets in the areas of quality, service, and cleanliness.
  • Prepared a schedule for every fortnight to ensure that the store is adequately staffed.
  • Implemented and monitored programs for optimal customer satisfaction.
  • Addressed and resolved, or escalated, customers' concerns immediately.
  • Effectively managed departmental expenses to stay within the allocated budget.

Team Coach

Magus Customer Dialog Pvt. Ltd (Vodafone India)
Ahmedabad
08.2008 - 07.2011
  • Managed a team of at least 20 to 25 Customer Service Associates (CSAs), and ensured every individual in the team performed in line with their targets.
  • Regularly reviewed the team's performance and offered the appropriate training to calibrate team members.
  • Ensured that errors were minimized and improved the team's performance by sharing feedback based on call audits.
  • Provided floor support to CSAs so that they could easily address the customers' queries and concerns.
  • Imparted the shift briefing to the team daily for any new updates and changes in the process.
  • Managed service level (SL) through vigorous floor supervision and break management activities.
  • Managed the escalation of any disputes and unresolved issues of the customer handed over by the CSA.
  • Managed the roster for the team to allocate days off, leave, and shift adjustments as per the bracket.
  • Contributed to developing and implementing 'Performance and Career Path' and employee appreciation activities, which reduced the attrition rate from 19% to 7.86%, and absenteeism from 16.5% to 6.9%.

Education

ACCA - Partly Qualified

BPP University
United Kingdom
01.2016

Master of Business Administration -

Glyndwr University
London
01.2013

Bachelor of Arts - Psychology

Gujarat University
01.2005

Skills

  • Leadership and people management
  • Organization and planning
  • Project Management
  • Stakeholder management
  • Instructional Design
  • Articulate 360 (Storyline, Rise, Peek 360)
  • Experienced with e-learning tools like Adobe Captivate, Powtoon, Vyond, Synthesia, SAP Enable Now, and Moodle
  • Internal and External Liaison
  • Exceptional customer service
  • Proficient in MS Office applications

Languages

  • Hindi
  • English
  • Gujarati

References

Available on request

Personal Information

Date of Birth: 12/17/83

Career Overview

  • Team Lead, ISG, Bangaluru, 12/01/22
  • Learning Consultant, Tech Mahindra Business Service (TMBS) Ltd, Mumbai, 04/01/22, 11/30/22
  • Content Designer and Developer, TMBS, Mumbai, 09/01/21, 03/31/22
  • Customer Relation Advisor (CRA), TMBS, Mumbai, 11/01/19, 08/31/21
  • Assistant Consultant, Adarsha Advisors LLP (Chokshi Group), Mumbai, 10/01/17, 05/31/18
  • Office Coordinator, John E.M. Van der Beeck Associates, London, 09/01/14, 10/31/15
  • Trainee Manager, McDonald's Restaurants, London, 07/01/13, 08/31/14
  • Team Coach, Magus Customer Dialog Pvt. Ltd (Vodafone India), Ahmedabad, 08/01/08, 07/31/11

Timeline

Team Lead

ISG
12.2022 - Current

Learning Consultant

Tech Mahindra Business Service (TMBS) Ltd
04.2022 - 11.2022

Content Designer and Developer

Tech Mahindra Business Service (TMBS)
09.2021 - 03.2022

Customer Relation Advisor (CRA)

Tech Mahindra Business Service (TMBS)
11.2019 - 08.2021

Assistant Consultant

Adarsha Advisors LLP (Chokshi Group)
10.2017 - 05.2018

Office Coordinator

John E.M. Van der Beeck Associates
09.2014 - 10.2015

Trainee Manager

McDonald's Restaurants
07.2013 - 08.2014

Team Coach

Magus Customer Dialog Pvt. Ltd (Vodafone India)
08.2008 - 07.2011

ACCA - Partly Qualified

BPP University

Master of Business Administration -

Glyndwr University

Bachelor of Arts - Psychology

Gujarat University

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AMIT RAJA