Ronak Rai
Mumbai
Summary
Experienced operations professional with a strong focus on people management and process optimization. Skilled in leading teams to achieve operational excellence, meeting key performance metrics, and resolving complex issues efficiently. Proficient in mentoring, training, and fostering a collaborative environment to enhance team performance and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Team Leader
Teleperformance
03.2025 - Current
- Led an 18-member blended (Voice & Chat) customer service team for the PayPal line of business, successfully steering one of the critical pilot teams through its go-live phase in June 2025.
- Identified and documented post-launch process gaps, delivering actionable insights that directly optimized First Contact Resolution (FCR), Key Delivery Indicators (KDI), and Average Handling Time (AHT).
- Currently Managing Escalations Team as a Pilot Team Lead for a partner site, demonstrating strong cross-functional leadership and high-tier dispute resolution.
- Partnered with the Training Department to provide ongoing operational support, floor support, and mentorship for On-the-Job Training (OJT) batches throughout their transition phases.
Team Leader Operations
Tech Mahindra Limited
10.2022 - 05.2024
- Managed the Complaints Department for the 3UK process with a team of 14-16 associates
- Delivered on key KPIs: First Call Resolution (FCR), Resolution Rate, Average Handling Time (AHT), Absenteeism, Attrition, and CEO/ELT Complaint Management
- Supervised Collections Teams (inbound & outbound) with 16-18 associates
- Achieved targets in FCR, Net Promoter Score (NPS), AHT, Absenteeism, and Settle Rate %
- Spearheaded strategic initiatives to optimize team performance and ensure customer satisfaction
Associate | Post Pay & Complaints Department
Tech Mahindra Limited
07.2020 - 10.2022
- Joined as an associate for Post Pay in July 2020 and transitioned to the Complaints Department in October 2020
- Resolved complex customer complaints efficiently and upheld high service quality
- Built strong customer relationships by addressing issues with empathy and professionalism
OJT Mentor (On-the-Job Training)
Tech Mahindra Limited
01.2021 - 01.2022
- Guided newly transferred advisors through a comprehensive 4-week OJT program
- Conducted call listening, coaching, feedback sessions, refresher trainings, and mock call simulations
- Implemented a trigger word mechanism to identify and address escalated customer issues proactively
- Led certification processes to ensure readiness and competence of team members
Customer Service Associate
Wipro (Singapore Airlines)
05.2019 - 05.2020
- Managed ticketing, reservations, rescheduling, and delay handling for Singapore Airlines passengers
- Delivered excellent customer service, ensuring smooth travel experiences
Education
HSC -
Maharashtra State Board
Maharashtra01-2014
Skills
- Customer Complaint Resolution
- Performance Metrics Management (FCR, AHT, NPS, Attrition)
- Collections Management (Inbound & Outbound)
- Call Quality Monitoring & Feedback
- Ticketing & Reservations
- Operational Strategy Implementation
- People Management
- Verbal and written communication
Accomplishments
- Successfully reduced complaint resolution time and improved customer satisfaction scores.
- Trained and certified over 50 advisors, enhancing overall team competence.
- Achieved consistent improvement in NPS and settle rate percentages across managed teams.
Languages
English
Hindi
Marathi
Timeline
Team Leader
Teleperformance
03.2025 - Current
Team Leader Operations
Tech Mahindra Limited
10.2022 - 05.2024
OJT Mentor (On-the-Job Training)
Tech Mahindra Limited
01.2021 - 01.2022
Associate | Post Pay & Complaints Department
Tech Mahindra Limited
07.2020 - 10.2022
Customer Service Associate
Wipro (Singapore Airlines)
05.2019 - 05.2020
HSC -
Maharashtra State Board