Manoj Raju
Team Leader
Bangalore
Summary
Experienced Team Leader with a strong background in quality assurance, issue resolution, and interpersonal communication. Proven track record of leading teams to meet and exceed operational goals while servicing global and domestic clients. Adept at providing clear direction and fostering a collaborative environment. Currently seeking a challenging position where I can leverage my skills to contribute to organizational success.
Overview
13
13
years of professional experience
Work History
Team Leader Customer Experience & Collections
SIMPL PAY LATER
1 2023 - 5 2024
- Led and supervised a high-performing debt collection team responsible for recovering high-risk loans.
- Trained and mentored team members to improve phone engagement strategies.
- Performed phone monitoring and random call audits
- Trained managed and developed a strong collections team
- Always followed the Fair Debt Collections Practices Act and ensured agents do follow the same
- Assisted Team Members in meeting collections goals month on month
- Succeeded in creating Top performers from the team
- .Consistently increased collections by 3% month-over-month.
Team Leader
Hiveloop Technology Private Ltd (Udaan B2B)
05.2019 - 06.2022
- Oversaw people management and team performance
- Weekly reviews with different Stake Holders to understand the market challenges for both Sellers and Buyers and plan to improvise their business elements
- Conduct weekly reviews with Leadership team to showcase the business trend and challenges
- Reviews weekly performance with team members to gauge their performance and challenges on each metrics
- Facilitated open discussions and conducted upselling sessions to promote continuous process improvement.
- Conduct discussion in open forum with team members to identify their challenges and resolve the issue
- Worked on projects with different stake holders to identify the challenges for process improvisation
- Have handled escalations where the issue has not been resolved and had to collaborate with other Stake holders, such as customer support, product development, or engineering team to address underlying issues contributing to escalations.
Team Leader
24/7 India
10.2017 - 04.2019
- Responsible for people and performance management (Quartile management, Performance rating, Coaching and Feedback, Identify Training Need)
- Weekly reviews with Clients on Operational Performance and Strategies
- Review weekly updates with the team on progress made on metrics
- Prepare Monthly and Quarterly business review with Management
- Identify areas of opportunity and challenges in an open forum for discussion
- Track active HC, Potential Attrition or movements and update on weekly basis
- Track and report daily performance update to leadership and client
- Quality monitoring improvement in for better Customer Experience.
Team Leader
Convergys
11.2013 - 09.2017
- Conduct daily team huddles (Process updates, metrics, and Sales targets for the day)
- Lead weekly reviews with client on Operational performance and improvements
- Review weekly updates with the team on progress made on metrics
- Track active HC, Potential Attrition or movements and update on weekly basis
- Daily Operational check points &Work Force Management
- Directed personnel training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Increased customer retention and satisfaction by closely monitored team member performance and assessing problematic practices.
Sr. Customer Service Executive
Global B2B Solutions
06.2009 - 09.2013
- Responsible for improving the team and facilitating the communication among the members of team
- Identify new ways to increase the opportunities through marketing for both Sales and Service
- Handle escalated calls, complaints, questions, and queries, as per requirement
- Facilitate cross-functional communication within employees to improve working environment.
Education
Bachelor in Commerce -
CMJ University
Skills
Adaptability
Process Improvements
Sales
Communications
Customer Support
Goal Setting
Team Building
People Management
Customer Retention
Leadership
Performance Management
Quality Monitoring
Upskilling
Goal Oriented
Personal Information
Nationality: Indian
Languages
English
Hindi
Malayalam
Training
- CLC (Convergys Leadership Coaches) - Training Program for building Leadership skills and Effective Management
- LA Training (Leadership Academy) - Training Conducted by AT&T focused on different types of Coaching; Goal Setting and People Management
Timeline
Team Leader
Hiveloop Technology Private Ltd (Udaan B2B)
05.2019 - 06.2022
Team Leader
24/7 India
10.2017 - 04.2019
Team Leader
Convergys
11.2013 - 09.2017
Sr. Customer Service Executive
Global B2B Solutions
06.2009 - 09.2013
Team Leader Customer Experience & Collections
SIMPL PAY LATER
1 2023 - 5 2024
Bachelor in Commerce -
CMJ University