Nilesh Rawat
Customer Service Manager
Ontario
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
15
15
years of professional experience
Work History
Team Manager
Amazon
06.2020 - 09.2023
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance, coached and trained team members, increasing quality of work and employee motivation.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Developed performance measurement strategies, identifying areas for improvement.
- Established and maintained performance, quality and service standards for professional customer care.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Customer Experience Manager
Pinelabs India Pvt Ltd
07.2018 - 09.2019
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
Service Delivery Manager
IBM
03.2016 - 03.2017
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Managed third-party contracts to drive delivery of required services.
- Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
Service Delivery Manager
Interglobe Technologies
10.2012 - 01.2014
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Interfaced effectively with key accounts, answering questions and delivering exceptional service.
Team Manager
American Express
12.2009 - 10.2012
- Led employee relations through effective communication, coaching, training, and development.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Cultivated positive, productive team environments, resolving conflicts quickly.
Team Manager
Barclays
12.2008 - 09.2009
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
Education
Bachelors in Commerce - Commerce
Delhi University
New Delhi, India 04.2001 -
Skills
Stakeholder Management
Performance Appraisal
Operational Excellence
Customer Service
Process Improvement
Teamwork and Collaboration
Problem-Solving
Positive Attitude
Team Leadership
Managing Operations and Efficiency
Professional Demeanor
Excellent Communication
Performance Reviewing
Timeline
Team Manager
Amazon
06.2020 - 09.2023
Customer Experience Manager
Pinelabs India Pvt Ltd
07.2018 - 09.2019
Service Delivery Manager
IBM
03.2016 - 03.2017
Service Delivery Manager
Interglobe Technologies
10.2012 - 01.2014
Team Manager
American Express
12.2009 - 10.2012
Team Manager
Barclays
12.2008 - 09.2009
Bachelors in Commerce - Commerce
Delhi University
04.2001 -