Rajdeep Das

Key Responsibilities & Achievements

• Team Leadership & People Management:
  Led a team of 12, setting priorities, driving employee motivation, engagement, and professional development.
  Mentored junior staff, fostering a positive work environment and encouraging growth through guidance and support.
  Assisted in the recruitment, interviewing, hiring, and onboarding of new employees, ensuring consistent staffing levels.
• Operational Management:
  Supervised daily operations, ensuring alignment with performance, quality, and service expectations.
  Monitored real-time service levels and schedule adherence, holding the team accountable for meeting performance targets.
  Maintained a clean, safe, and organized store/work environment to optimize both team productivity and customer satisfaction.
• Stakeholder & Client Management:
  Acted as the primary point of contact for daily operations, managing service issues, escalations, and root cause analysis.
  Conducted regular governance meetings (Daily/Weekly/Monthly) with stakeholders, highlighting operational updates, challenges, and trend analysis.
  Built and maintained strong relationships with stakeholders, ensuring transparency and effective communication.
• Data Analysis & Reporting:
  Developed and maintained Excel dashboards and performance reports, analyzing team performance (AHT, query types, trends, etc.).
  Utilized data insights to inform decision-making and process improvements.
• Transition & Knowledge Management:
  Managed end-to-end project transitions including KT calls, SOP/DTP reviews, and system access validations.
  Collaborated closely with Transition Managers, Tech Teams, Clients, and Internal Teams to ensure smooth project migration.
  Conducted knowledge acquisition from client sites, documented processes, and facilitated effective knowledge transfer to the offshore team.
• Customer Experience & Compliance:
  Streamlined quality programs to ensure compliance and reduce overdue activities.
  Actively evaluated customer feedback to drive continuous improvements in service delivery.
  Resolved customer issues efficiently, contributing to enhanced satisfaction and loyalty.

Key Responsibilities & Achievements:

• Onboarding & HR Operations:
  Manage end-to-end onboarding activities, including scheduling walk-ins for drug screens and physicals, background verification (BGV), I-9 verifications through third-party vendors, and conducting onboarding orientation.
  Coordinate employee terminations, rescheduling needs, and ensure timely delivery of training kits, manuals, and welcome emails.
  Maintain strong stakeholder relationships, acting as a liaison for internal and external partners to ensure smooth communication and process alignment.
• Team Leadership & Quality Control:
  Lead and mentor a four-member team, overseeing onboarding and Employee Records Services (ERS), ensuring adherence to quality standards and timely execution of deliverables.
  Provide regular QA assessments, monitor performance metrics, and offer structured feedback based on KPIs to continuously enhance team output.
• Process Development & Innovation:
  Successfully introduced and integrated two new processes into the existing Line of Business (LOB), enhancing operational efficiency and value.
  Authored and maintained detailed Standard Operating Procedures (SOPs) for onboarding processes handled by the team.
• Training & Development:
  Conduct training and onboarding for new team members, ensuring effective knowledge transfer and role-readiness.
  Support skills development through ongoing coaching, performance monitoring, and up-skilling initiatives.
• Compliance & Program Support:
  Trained in Benefits Compliance and actively assist with the MOTUS Car Allowance Program, ensuring adherence to policy and smooth employee experience.
• Issue Resolution & Continuous Improvement:
  Provided timely workarounds and resolutions to system faults and employee complaints within defined SLAs.
  Contributed to value-add initiatives outside regular responsibilities, supporting team-wide improvement and innovation.
• Recognition:
  Awarded Employee of the Month for excellence in productivity, quality, client appreciation, and SLA adherence.

Key Responsibilities & Achievements:

• Customer Support & Communication:
  Managed over 40+ daily customer interactions across calls, emails, and messaging platforms—resolving issues, sharing product information, managing service cancellations, and retrieving customer data.
  Served as the Single Point of Contact (SPOC) for customer escalations, ensuring quick resolutions and high CSAT scores.
• Order & Workflow Management:
  Handled over 14,000+ orders in the first year through platforms like Amazon, Flipkart, and Shopify, including order tracking, cancellations, replacements, and refunds.
  Actively contributed to the streamlining and scaling of operational workflows for e-commerce channels and ensured adherence to SLAs.
• Training & Team Development:
  Trained and onboarded 4 new employees on SOPs, internal tools, customer data handling, and operations support best practices.
  Mentored both internal support teams and external vendor teams on CSAT improvement, data collection, and customer communication standards.
• Logistics Coordination & Compliance:
  Coordinated with courier/delivery partners to resolve NDRs, manage returns, and ensure timely deliveries.
  Troubleshot order delays, replacements, and compliance issues, maintaining end-to-end visibility and customer satisfaction.
• Data Management & Reporting:
  Maintained and regularly updated operational datasheets and repositories related to inbound/outbound orders, phone numbers, replacement SKUs, and more.
  Supported QA monitoring and KPI tracking, ensuring performance goals and quality benchmarks were met.

• Excellent know how & work experience with Indexing (CDM).
• Extensive work experience with calling Insurance companies on a regular basis to procure benefits for CPT and Diagnostic codes.
• Used to handle calls along with documentation and handling customer files.
• Collaborated with cross-functional teams to resolve invoicing discrepancies, fostering positive client relationships.
• Reduced aging accounts receivable balances with timely follow-ups and effective communication strategies.
• Categorized revenue streams accurately for better budgeting and forecasting purposes within the organization.