Dinesh Rathi
Team leader
Gurgaon,Haryana
Summary
Proven leader with a track record of enhancing team performance and SLA adherence at American Info Source. Excelled in workforce optimization and coaching, significantly improving customer satisfaction and operational efficiency. Skilled in MS Excel and adept at fostering team development, demonstrating a unique blend of technical and interpersonal abilities.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Leader
American info Source
Gurgaon
06.2021 - 12.2024
- Managed a team of 25 customer service representatives, ensuring SLA compliance, achieving daily targets, and maintaining high-quality interactions.
- Conducted performance management by monitoring team metrics (AHT, CSAT, FCR), and providing actionable feedback.
- Facilitated knowledge sharing and process updates through team huddles, coaching, and feedback sessions.
- Handled escalated and sensitive cases, resolving them amicably and ensuring customer satisfaction.
- Prepared daily, weekly, and monthly performance decks and development plans for team members.
- Implemented workforce optimization by monitoring shrinkage, attrition, and creating rosters.
- Oversaw root cause analysis and executed corrective actions for process improvements.
- Coordinated out-calling campaigns and ensured the closure of 15 to 20 customer complaints daily.
- Supported leadership in managing escalations and delivering performance presentations.
Client Team Leader
RBL Bank, Gurgaon
Gurgaon
05.2020 - 06.2021
- Supervised a team handling email and call-based processes, ensuring adherence to SLA metrics.
- Conducted training needs analysis, call quality assessments, and feedback sessions to improve team performance.
- Prepared performance decks showcasing team metrics such as CSAT, quality, attrition, and SLA compliance.
- Handled escalated cases, including MANCOM and Nodal Officer cases, ensuring seamless resolution.
- Collaborated with cross-functional teams to maintain strong intra-departmental relationships.
Executive
Teleperformance (RBL Bank), Gurgaon
Gurgaon
11.2018 - 04.2020
- Addressed and resolved escalated complaints, including Banking Ombudsman cases, ensuring customer satisfaction.
- Conducted a detailed root cause analysis to identify and rectify recurring customer issues.
- Promoted to RBL Bank payroll in recognition of performance and dedication.
Executive
Aegis Global Services
Noida
05.2015 - 11.2016
- I assisted customers as a Seller Support Associate for Flipkart, resolving product-related inquiries.
- Collaborated on process improvements to enhance customer satisfaction, and operational efficiency.
Education
MBA - Finance And Management
Bharati Vidyapeeth Deemed University
Pune12-2023
B.Com - Accounts And Economics
Pt. Ravishankar Shukla University
Raipur06-2014
Skills
- Performance management and SLA adherence
- Coaching and feedback delivery
- Root Cause Analysis and Corrective Action Planning
- Workforce optimization and capacity planning
- Verbal and written communication
- Proficient in MS Excel, PowerPoint, and Word
- Customer Escalation Management
- Team leadership and development
Accomplishments
Best Team Leader Award – AIS (Dec 2022 - May 2023)
Certification
- Advanced Excel Certification
- Tally ERP 9 (B+ Grade) – 2013
- ADIT (Advanced Diploma in Information Technology) – 2010-2011 (B+ Grade)
- MS Office Certification (A++ Grade) – 2009
- PMP Certification (2024)
Languages
Hindi
First Language
English
Advanced (C1)
C1
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteHybridImportant To Me
Career advancementCompany CulturePersonal development programsWork from home optionTimeline
Team Leader
American info Source
06.2021 - 12.2024
Client Team Leader
RBL Bank, Gurgaon
05.2020 - 06.2021
Executive
Teleperformance (RBL Bank), Gurgaon
11.2018 - 04.2020
Executive
Aegis Global Services
05.2015 - 11.2016
MBA - Finance And Management
Bharati Vidyapeeth Deemed University
B.Com - Accounts And Economics
Pt. Ravishankar Shukla University
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