Chirag Rana

Process: - Data Processing (Input & Verification), Ratification, Load Simple Bill & Accounts Payable

Key Result Areas:
• Spearheaded a 15-member operations team, consistently delivering cost-effective services and exceeding Service Level Agreements (SLAs).
• Managed end-to-end service delivery with a turnaround time (TAT) of 3 days for Prepay & Billpay customers, and 5 days for Postpay customers. Improved on-time service delivery from 85% to 95% within 6 months through process optimization.
• Governed and monitored the performance of the outsourced Wipro team (50+) handling internal customers. Conducted daily calls to review work progress, performance, issues, and escalations.
• Cultivated a transparent and collaborative team culture that fostered open communication and mutual accountability, leading to enhanced productivity.
• Established clear performance goals and expectations, directly aligning team efforts with organizational objectives and Key Performance Indicators (KPIs).
• Optimized workflow and resource allocation by effectively delegating tasks, managing priorities, and overseeing daily operations and production queue management.
• Tracked and reported team performance using key operational metrics and analytics.
• Motivated team members through ongoing feedback, coaching, and recognition programs. Fostered a highly engaged team environment, contributing to a 15% increase in employee satisfaction scores.
• Identified critical skill gaps and implemented targeted training programs, significantly enhancing team capabilities and overall output.
• Resolved team conflicts and issues by addressing feedback constructively and maintaining a supportive work environment.
• Conducted Root Cause Analysis (RCA) and implemented Corrective and Preventive Actions (CAPA), resulting in measurable improvements in process efficiency.
• Managed performance effectively by recognizing top performers and implementing structured Performance Improvement Plans (PIPs) for underperformers.
• Fostered a culture of innovation and continuous improvement, encouraging creative problem-solving and calculated risk-taking
• Planned and executed team-building initiatives that significantly improved team cohesion and morale.
• Leveraged data management insights to analyze complex operational challenges and implement strategic, impactful solutions.
• Led process improvement initiatives, demonstrating a clear understanding of their impact on both upstream and downstream operations.

Process: - Handstands, Cloth Promotions Plus, Magnets in Print & American Bus (US based Client)

Key Result Areas:
• Managing 4 U.S.-based processes in the promotional industry with a team of 25 agents, ensuring seamless day-to-day operations.
• Responsible for resource planning and optimal staff allocation based on forecasted volumes and business needs.
• Maintained a consistent quality score of 98% by enforcing compliance standards, conducting regular audits, and coaching sessions.
• Improved team productivity and cohesion by fostering team spirit, collaboration, and accountability.
• Proactively monitored client mailboxes and managed real-time communication via chat to ensure timely query resolution.
• Conducted weekly performance reviews to assess individual and team metrics, identify gaps, and implement improvement plans.
• Prepared and analysed key operational reports including productivity, billing, and error rate tracking to drive performance transparency.
• Led monthly performance review calls with clients, documented minutes of meetings (MoM), and followed up on action items.
• Ensured adherence to SLA and TAT targets for each client deliverable by monitoring workflows and implementing efficiency strategies.
• Maintained team discipline and professional conduct, upholding company policies and expectations.
• Provided regular feedback to agents, ensuring accuracy in deliverables and continuous skill development.
• Adapted and implemented evolving operational strategies to meet growing client expectations and dynamic business requirements.
• Collaborated cross-functionally with internal departments to resolve escalations and meet operational requirements efficiently.
• Accountable for achieving internal and client-defined quality and productivity benchmarks across all assigned processes.
• Delivered ongoing coaching, upskilling, and refresher training sessions to keep the team aligned with process updates and quality standards.
• Led Root Cause Analysis (RCA) for process errors and developed actionable Corrective and Preventive Action (CAPA) plans for improvement.

Company Details: - Manufacturer, Wholesaler, Exporter of Diamond Studded Jewellery and Loose Diamonds

Key Result Areas:
• Responsible for day-to-day accounting operations using Tally ERP, including:
 Recording and managing Sales and Purchase entries
 Performing Bank Reconciliation on a regular basis
 Managing Petty Cash transactions and records
 Overseeing Stock Maintenance and Inventory Updates
 Submitting daily financial reports to senior management (Director)
• Updated and maintained accurate financial data in Tally ERP to ensure immediate availability of real-time financial information.
• Prepared and submitted weekly and monthly financial reports, assisting in monitoring cash flow, expenses, and profitability.
• Assisted senior accountants in monthly and yearly closing activities, including ledger reconciliation, adjustments, and financial statements.
• Supported additional accounting and administrative projects, including documentation, audit preparation, and compliance reporting.

Process: - GMG Pens, Lanco & Cedar Crest (US based Client)

Key Result Areas:
• Managing 3 U.S.-based processes in the promotional industry with a team of 15 agents, ensuring smooth operational flow and SLA compliance.
• Efficiently handled resource planning and staff allocation based on workload, ensuring optimal coverage across shifts and peak volumes.
• Maintained a consistent quality score of 98% by implementing process checks, audits, and continuous performance monitoring.
• Proactively monitored client mailboxes and engaged in real-time communication via chat to address client queries and escalations promptly.
• Conducted weekly performance reviews with the team to assess KPIs, identify improvement areas, and align with business goals.
• Prepared and analysed key operational reports, including productivity, billing, and error analysis, to maintain transparency and drive improvements.
• Led weekly client review calls, documented discussions in Minutes of Meeting (MoM), and ensured timely follow-up on action points.
• Strategically organized resources to meet team and organizational objectives, contributing to long-term efficiency.
• Maintained team discipline and ensured adherence to company policies and operational guidelines.
• Consistently ensured the team met TAT and SLA targets, with a focus on accuracy, timeliness, and quality deliverables.
• Monitored agent performance, provided regular feedback, and implemented corrective measures to enhance work accuracy.
• Developed and executed customized operational strategies to address evolving client requirements and project scopes.
• Accountable for meeting all internal and client-defined quality and productivity benchmarks across assigned processes.
• Delivered continuous coaching and training to associates to improve quality standards and keep them aligned with ongoing updates.
• Conducted Root Cause Analysis (RCA) for recurring errors and implemented corrective action plans to eliminate issues.
• Independently led and completed the Aprinta project, taking full ownership and ensuring its successful delivery within defined timelines.

Process: - Centrica - British Gas Business (UK based Utility Client)

Key Result Areas:
• Prepared impactful presentations for Monthly Business Reviews (MBRs) in collaboration with clients, summarizing key performance trends, insights, and improvement areas.
• Conducted sample-based quality checks for the team in accordance with defined metrics and sample size calculations.
• Took a proactive approach in identifying process gaps and training needs and collaborated with stakeholders to implement timely improvements.
• Developed a strong understanding of process interdependencies across functional teams to manage end-to-end operational challenges effectively.
• Analysed complex cases to ensure delivery exceeds internal/external expectations and implemented corrective and preventive actions where required.
• Monitored team performance and guided members toward meeting and exceeding client SLAs and KPIs.
• Managed and tracked Turnaround Time (TAT) compliance in line with Service Level Agreements.
• Conducted buzz sessions to cascade critical process updates, announcements, and client communications to the team.
• Designed and implemented data handling/reporting systems, reviewing them regularly for accuracy and process alignment.
• Maintained active communication with UK-based counterparts via email and calls to resolve escalations and streamline operations.
• Led weekly client performance calls, sharing insights, metrics, and status updates.
• Owned the ISO process compliance framework, ensuring documentation, audits, and control measures met certification standards.
• Maintained and updated comprehensive Excel-based reports for both operations and quality functions to support business requirements.
• Allocated workflow efficiently based on TAT, agent skill sets, and client priorities.
• Published monthly coaching calendars and performance improvement plans to support continuous learning.
• Conducted regular trend analysis reports, identifying training needs and developing action plans to improve quality and productivity.
• Designed and implemented policy enhancements based on performance data and error trends.
• Collaborated with senior management to plan and execute content for monthly and quarterly client reviews.
• Managed leave planning and resource allocation to ensure uninterrupted service delivery and SLA adherence.
• Created monthly rosters by analysing team skill sets and volume forecasts to maximize efficiency and client satisfaction.

People Management:
• Delivered individualized coaching and feedback sessions using tailored approaches suited to each team member's learning style.
• Conducted shadowing and live monitoring to assess team performance and identify process improvement opportunities.
• Facilitated team huddles to communicate updates, share calibration learnings, and align the team with client expectations.
• Organized team-building activities to foster collaboration, boost morale, and enhance the team’s work environment.
• Led performance appraisals and 1:1 discussions, supporting growth and retention through constructive development conversations.

Process: - Centrica - British Gas Business (UK based Utility Client)

Key Result Areas:
• Working in the Correspondence – CGE department for British Gas, handling written customer queries, concerns, and complaints with a focus on quality and timely resolution.
• Investigated and resolved complex customer complaints by identifying root causes and delivering appropriate corrective actions through formal written communication (letters).
• Proactively suggested and implemented multiple process improvements, which significantly reduced handling time and enhanced operational efficiency.
• Successfully migrated the Agent Workbench application from the UK to India and delivered comprehensive training to the team within defined timelines, ensuring a seamless transition.

• Assumed Team Leader responsibilities in their absence, including:
o Case allocation and task prioritization
o Sharing process updates and handling team queries
o Providing Training Users support
o Managing the queue to ensure SLA compliance
o Preparing and sharing shift reports with TLs and managers
• Maintained strong and effective communication with supervisors, team leads, and other stakeholders to resolve escalated issues and ensure alignment across departments.
• Demonstrated strong attention to detail, ownership, and accountability in daily tasks while supporting cross-functional collaboration.

Process: - WorldLink Investigations – Funds Transfer

Key Result Areas:
• Worked in the WorldLink Investigation Department, managing multi-currency funds transfer investigations across global markets.
• Responsible for investigating complex and problematic cross-border payments, identifying root causes, and taking timely corrective actions to ensure resolution for end customers.
• Part of a dedicated team handling high-sensitivity clients from North America (NA), EMEA, ASPAC, and LATAM regions, ensuring compliance with strict quality and turnaround standards.
• Regularly monitored and escalated ageing investigations to relevant Citi service units, following up until complete resolution was achieved.
• Conducted continuous performance checks and error monitoring to reduce investigation discrepancies and enhance overall process accuracy.
• Processed multi-currency funds transfers on behalf of Citibank, N.Y., including transaction tracking, exception handling, and client communication.
• Liaised with international banks and financial institutions via SWIFT, Fedwire, and Telex systems to resolve funds transfer inquiries.
• Conducted detailed analysis and resolution of payment discrepancies caused by sender (Originator) or originating bank errors, ensuring full reconciliation and client satisfaction.