Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Harish Raj

Harish Raj

Bengaluru

Summary

Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

18
18
years of professional experience

Work History

Manager Service Desk

Millennium IMS PVT LTD
02.2020 - 07.2024
  • Supervise and lead the service desk team, including hiring, training, performance evaluation, and development
  • Schedule and assign tasks to ensure coverage and optimal service levels
  • Foster a positive and collaborative team environment
  • Oversee daily operations of the service desk, ensuring timely and accurate resolution of support requests
  • Implement and monitor SLAs and KPIs to measure team performance
  • Develop and maintain service desk procedures and documentation
  • Manage incident and problem management processes
  • Coordinate with other IT teams to resolve complex technical problems
  • Conduct root cause analysis and implement preventive measures
  • Generate and analyze performance reports, presenting findings to senior management
  • Manage network and server monitoring
  • Documented all server and network problems and other unusual events in detail.

Team leader Customer Experience

Aegis
10.2016 - 02.2020
  • Measure and manage quality services
  • Facilitate calibration sessions to ensure consistent scoring
  • Conducted CE Champion sessions to ensure all supervisors understand the audit form
  • Revalidating external team audited calls to check if there is opportunity for rebuttal
  • Handle escalations, reports, rosters, and progress tracking
  • Report non-conformances, perform root cause analysis, and implement corrective actions
  • Preparing review data and participating in review with client's (Internal & External)
  • Analyze TNPS, CSAT, and ACPT metrics
  • Monitoring and sharing feedback to CEAs on the audit form understanding
  • Analyzing factors for high and low call handling time and assisting the associates to achieve average call handling time and also helping the call to FTR
  • Re-Validation of external team audited calls, to check if there is scope for rebuttals
  • Participating in Calibration sessions with Client to ensure best possible resolutions for unresolved issues and Internal Calibration for Quality Associates.

Remote Banking

First Gulf Bank (FGB) UAE
07.2015 - 09.2016
  • Respond to customer inquiries on credit card accounts, transactions, and services
  • Assist customers with credit card applications, including verifying information, processing approvals, and addressing any issues that arise during the process
  • Provide support for account management tasks such as setting up auto-pay, updating personal information, and handling disputes
  • Monitor and report suspicious activities related to credit card accounts, ensuring prompt action to prevent fraud
  • Handle and resolve customer complaints and issues, ensuring a high level of customer satisfaction
  • Provide information on credit card products and promotions, cross-sell relevant banking products
  • Ensure adherence to all banking regulations, policies, and procedures related to credit card services.

Assistant Manager, Quality

Dynamic Infoline Private Limited
10.2014 - 06.2015
  • Managing a team of QA's
  • Identifying training needs of a QA's & QTL's after monitoring their Monitored calls, and identify the product and issues where improvement can be made
  • Participating in Calibration sessions with Client to ensure best possible resolutions for unresolved issues and Internal Calibration for Quality Associates
  • Reporting non conformances, identifying root causes and effectively implementing corrective actions
  • Root cause analysis of escalations and suggest corrective action plans
  • Preparing review data and participating in review with client's (Internal & External)
  • CDR analysis to check the compliance on Call disconnection
  • Repeat analysis on ACPT
  • Publishing Reports ( JKQ , DQR , Softskills Dashboard, Fatal Report)
  • Achieving Targets as per Client Requirement
  • BQM Management
  • TNI
  • Addressing Interdepartmental issues.

Team Leader Quality, Asst Manager Quality

Digicall tele services
04.2012 - 10.2014
  • Managing a team of QA's
  • Identifying training needs of a QA's & QTL's after monitoring their Monitored calls, and identify the product and issues where improvement can be made
  • Participating in Calibration sessions with Client to ensure best possible resolutions for unresolved issues and Internal Calibration for Quality Associates
  • Reporting non conformances, identifying root causes and effectively implementing corrective actions
  • Root cause analysis of escalations and suggest corrective action plans
  • Grooming QA's for the Next Level
  • BQM Management
  • TNI.

Team Leader, Quality

Genisys Software
01.2010 - 12.2011
  • Managing a team of QA's
  • Training of new recruits regarding Products, Process, Quality parameters and training the associates regarding new products and process updates
  • Identifying training needs of an associates after monitoring their calls, and identify the product and issues where improvement can be made
  • Monitoring the calls of the Agents, Assessing them mainly on their product knowledge, soft skills and communication and providing relevant feedback
  • Participating in Calibration sessions with Client to ensure best possible resolutions for unresolved issues and Internal Calibration for Quality Associates
  • Analyzing factors for high and low call handling time and assisting the associates to achieve average call handling time and also helping the call to FTR
  • Taking the Mock Calls of the Trainees and assessing their eligibility for the Production floor
  • Assisting Associates in handling customer issues and taking supervisory calls in case of exceptional circumstances
  • Reporting non conformances, identifying root causes and effectively implementing corrective actions
  • Root cause analysis of escalations and suggest corrective action plans.

Senior Executive

Aegis BPO Service
09.2008 - 10.2009
  • Handling AOL (America online) accounts
  • Resolving member quries related to billing, rentation, cancellation and registration of AOL accounts.

Quality Analyst

KTPL
01.2008 - 09.2008
  • Joined as Customer Service Executive and moved in as QA from April 2008
  • Dialing for UK process for Microtalk telecom
  • (Sales)
  • Conducting Pre-process training for new batches
  • Monitoring sales and non sales voxfiles
  • Interacting with the UK client regards to the process
  • Taking care of entire sales and was uploading the sales details in client portal.

Customer Service Executive

KCS BPO
01.2007 - 12.2007
  • Dialing for US Mortgage process for re-financing
  • Dialing for UK process for Toucan telecom.

Education

B.Com -

K.V.V.T.N
05.2006

Skills

  • Leadership and Management
  • Communication
  • Analytical and Problem-Solving
  • Customer Focus
  • Process Improvement Initiatives
  • Project Management
  • Quality Management

Languages

English
Tamil
Hindi
Kannada

Timeline

Manager Service Desk

Millennium IMS PVT LTD
02.2020 - 07.2024

Team leader Customer Experience

Aegis
10.2016 - 02.2020

Remote Banking

First Gulf Bank (FGB) UAE
07.2015 - 09.2016

Assistant Manager, Quality

Dynamic Infoline Private Limited
10.2014 - 06.2015

Team Leader Quality, Asst Manager Quality

Digicall tele services
04.2012 - 10.2014

Team Leader, Quality

Genisys Software
01.2010 - 12.2011

Senior Executive

Aegis BPO Service
09.2008 - 10.2009

Quality Analyst

KTPL
01.2008 - 09.2008

Customer Service Executive

KCS BPO
01.2007 - 12.2007

B.Com -

K.V.V.T.N

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Harish Raj