Rahul Jain

Company Overview: IMS People Possible is a renowned outsourcing company partnered with over 250 global clients from the UK, the US, and APAC regions.

• Successfully managing over 100 client accounts in the UK region, with a 100% client retention rate, and 35% to 40% revenue growth year over year.
• Regular follow-ups with clients through calls, emails, or face-to-face meetings.
• Trained and guided team members to maintain high productivity and performance metrics.
• Actively participate in, and drive, the continuous improvement culture through 'Kaizen'.
• Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
• Ability to drive and own KPI/SLA metrics-driven managed service delivery engagements.
• Achieved operational excellence by developing schedules, tracking attendance, and managing performance.
• Developed and mentored a program to encourage professional development and high performance.
• Implemented operational strategies to build customer loyalty and retention.
• Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
• Monitored daily operations, identified areas for improvement, and created solutions to optimize workflow.

I ensured operational excellence by performing managerial tasks, such as managing resources, preparing MIS reports, analyzing changes, recruitment, tackling challenges, evaluating employee performance, and, most importantly, working as a bridge between upper management and staff.

• As Client Team Manager, I have ensured that we generate a minimum general margin of £200K every single month.
• Managed end-to-end operational processes, ensuring a smooth and efficient workflow, leading to increased productivity.
• Coached the team on effective up-selling and cross-selling methods, along with quality customer service.
• Oversaw a team of 50 employees, providing guidance, training, and support for optimal performance.
• Submitted reports to senior management to aid in business decision-making and planning.

During this tenure, I was leading the out-of-hours team for the nursing and doctor division.

• Leading a team of 17 champions and ensuring they outperform in every role.
• Individually contributed to the team to ensure the team achieves targets.
• Developed and implemented effective strategies to increase sales by 20% to 30% within six months.
• Ensuring the team books the maximum number of shifts and increases revenue.
• Coordinated with the General Manager on different operational issues and promotional activities.
• Mitigated business risks by working closely with staff members and assessing performance.
• Drafted policies, procedures, and protocols related to operations management.

I was promoted to Team Leader just three months after joining as a senior out-of-hours consultant because of my performance as an individual and my mentoring skills.

• I was given a task to nourish and nurture fresh talent, and turn them into experts in a market where we are dealing.
• Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
• Set performance expectations for the team, monitor progress towards goals, and provide constructive feedback as needed.
• Effectively managed a team of out-of-hours staff, ensuring excellent customer service and timely problem resolution.
• Contributed more than 60% to the overall team booking.
• Zero escalation in the year.

• Built strong relationships with clients through regular communication and understanding their unique needs.
• Negotiated competitive compensation packages on behalf of clients and candidates to ensure successful placements.
• Approaching candidates to book available vacancies.
• Along with being an individual contributor, I was also working as a mentor for teammates.

Company Overview: Teleperformance is one of the leading BPOs established in 100+ countries, where I was working for Ingram Micro.

• Working as a technical support worker and helping users with queries.
• Handling call, email, and chat support desk.
• Taking escalated queries and resolving them in record time.
• Identified areas of improvement in existing systems and processes.
• Resolved record-breaking backlog of support tickets following major system malfunction.

Company Overview: QX Global Group is a global consulting, digital transformation, and business process management (BPM) services company that partners with organizations seeking to transform and optimize their business operations.

• Working out of hours is itself a challenge, as it makes you work under odd timings and in different situations; however, my love for my job made me work against all odds and helped me become an expert in the field.
• Approaching candidates to book for the vacancies available.
• Handling client and candidate requirements.
• Enhanced the company's reputation by ensuring a positive candidate experience throughout the entire recruitment process.
• Within a couple of months, I managed to generate more revenue than my experienced teammate.

Company Overview: One of the leading international BPOs in e-commerce and customer support.

• Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
• Handled sensitive client information with discretion, ensuring confidentiality at all times.
• Maintained accurate record-keeping with proactive attention to client information updates.
• Managed incoming calls, providing prompt and accurate information to clients about products and services.
• Provided exceptional client service in handling inquiries and managing expectations related to ongoing cases or projects.