Summary
Overview
Work History
Education
Skills
Affiliations
Accomplishments
Certification
Languages Known
Timeline
Generic

Raj Mandal

Virar

Summary

Dynamic Team Leader with a proven track record at Reliance PPM Limited, excelling in service delivery optimization and escalation handling. Recognized for achieving key performance targets and enhancing team performance through effective coaching and employee recognition programs. Skilled in data analysis and committed to driving customer satisfaction.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Team Leader - Service Delivery

Reliance PPM Limited
Virar
08.2022 - Current
  • Maintained service level objectives of 24 hours for response times across various tiers.
  • Achieved targets in shrinkage, attrition, quality scores, ticket actioning, and KRT metrics.
  • Handled escalations and communicated real-time issues to respective points of contact.
  • Conducted daily calls with management to review team performance metrics.
  • Recognized outstanding team contributions through meetings or phone conversations.
  • Audited agent cases, delivering real-time feedback to enhance performance.
  • Facilitated daily team meetings to ensure awareness of individual statistics and scores.
  • Collaborated with Quality and Training Teams to organize refreshers based on recent updates.

Sr. Team Leader

Reliance SMSL Limited
Virar
02.2021 - 07.2022
  • Achieved targets for Shrinkage, Attrition, Quality Score, Ticket Actioning, and KRT.
  • Handled escalations and communicated real-time issues to respective SPOC.
  • Maintained weekly refund tracker and coordinated with business team for validation.
  • Collaborated with Commercial team on payment-related inquiries.
  • Coordinated with CDC and SCM teams regarding incorrect, missing, or defective deliveries.
  • Processed tickets for incorrect, missing, and damaged products using HPSM, Kapture, and other tools.
  • Conducted daily team meetings to review performance metrics and share best practices.
  • Audited agent cases and provided real-time feedback to enhance scores.

Team Leader

Teleperformance Pvt Ltd
Thane
08.2020 - 11.2020
  • Managed a remote team of 15 members to address customer inquiries and complaints promptly.
  • Oversaw social media channels including Twitter, Facebook, Instagram, and blogs.
  • Achieved targets for shrinkage, attrition, quality score, TNPS, and FRT consistently.
  • Handled escalations and communicated real-time issues to relevant SPOCs until resolution.
  • Conducted daily client calls to report performance metrics and showcase improvements.
  • Audited agent cases and provided real-time feedback to enhance performance scores.
  • Facilitated daily team meetings to review individual statistics and share best practices.
  • Collaborated with Quality and Training teams for refresher training on new updates.

Team Leader

Teleperformance Pvt Ltd, OLA Process
Malad
04.2019 - 05.2020
  • Transitioned OLA process with Teleperformance and later served as Team Leader for Partner Care Process.
  • Facilitated training for new hires and managed a team of 22 members.
  • Achieved defined targets including SLA, CSAT, adherence, attrition, and call handling.
  • Coached team members to enhance skills and promote excellence in performance.
  • Handled escalations, addressing real-time issues with management effectively.
  • Implemented engagement activities and recognition programs to motivate employees.
  • Conducted weekly team meetings to gather feedback and share best practices.
  • Collaborated with Quality and Training teams to deliver refresher training on updates.

CSE and Team Coach

ANI Technologies Pvt Ltd, OLA Cabs
Andheri
11.2014 - 03.2019
  • Oversaw Nesting phase for 30-day training batch, ensuring adherence to break schedules and key performance indicators.
  • Validated questions related to process updates for Process Knowledge Test.
  • Conducted call calibrations to maintain consistency across operational sites.
  • Executed AFR audits post-BQ training completion to assess results effectively.
  • Tracked attendance and submitted reports to payroll team for accurate processing.
  • Prepared detailed training reports documenting batch performance and outcomes.
  • Transitioned OLA processes while participating in training pilot batch at vendor site.
  • Shadowed upcoming batches during OJT and certification phases to facilitate smooth operations.

Customer Services Executive

Erfolg
Andheri
07.2013 - 09.2014
  • Executed B2B campaigns to drive lead generation for new product launches.
  • Conducted outbound calls to IT department clients, securing leads and appointments.
  • Arranged web conferences to showcase IT products effectively.
  • Managed client data by conducting outbound calls for validation and accuracy.
  • Attended events to engage captive audiences and initiate strategic discussions.

Education

T.Y.B.com - Commerce

Mumbai University of Maharashtra
12th Khetwadi, Mumbai.
01.2012

H.S.C - Commerce

Private College
Charni Road
01.2008

S.S.C - Commerce

Private School
Charni Road
01.2006

Skills

  • Microsoft Word and Excel
  • Typing speed: 40 WPM
  • Escalation handling
  • Team leadership
  • Collaboration and teamwork
  • Process improvement
  • Data analysis
  • SLA management
  • Customer satisfaction strategies
  • Service delivery optimization
  • Coaching and mentoring
  • Employee recognition programs

Affiliations

  • Handled the AHT project while working at Ola
  • As a pilot process for VI, I got an opportunity to prepare all the reports, which were later picked by the MIS team
  • Handled the NPS project, which showed good results after implementing a few changes
  • Handled SLA projects, post that we were able to action same-day emails and able to respond within 4 hours to the customer
  • Currently handling the escalation desk for repeat customers and getting their issues resolved by coordinating with various teams

Accomplishments

  • Got multiple recognition for best Team Leader

Certification

  • Got a service excellence certificate

Languages Known

Bengali
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Timeline

Team Leader - Service Delivery

Reliance PPM Limited
08.2022 - Current

Sr. Team Leader

Reliance SMSL Limited
02.2021 - 07.2022

Team Leader

Teleperformance Pvt Ltd
08.2020 - 11.2020

Team Leader

Teleperformance Pvt Ltd, OLA Process
04.2019 - 05.2020

CSE and Team Coach

ANI Technologies Pvt Ltd, OLA Cabs
11.2014 - 03.2019

Customer Services Executive

Erfolg
07.2013 - 09.2014

T.Y.B.com - Commerce

Mumbai University of Maharashtra

H.S.C - Commerce

Private College

S.S.C - Commerce

Private School

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