Rajesh Rajan

Current Roles & Responsibilities :

• Facilitate collaborative discussions between stakeholders on project details and timelines.
• Collaborate with team members to enhance existing techniques for more effective results.
• Created and enforced specialized plans in order to satisfy business necessities.
• Developed and implemented customized strategies to meet business needs.
• Investigated process, business behaviors, and competitive landscape to identify improvement opportunities.
• Generated elaborate documentation outlining project progression and achievements, catering to the needs of key decision-makers.
• Collaborated with cross-functional teams to identify areas for improvement and recommended strategic solutions.
• Utilized information from various sources to identify patterns or trends that served as a foundation for effective decision-making.
• Provided strategic guidance to senior management regarding planning, forecasting, budgeting, operations optimization, and organizational design.
• Evaluated current systems and procedures for efficiency enhancement in accordance with industry standards.
• Maintained strong relationships with key stakeholders throughout the duration of the project lifecycle.
• Identified needs of customers promptly and efficiently.
• Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
• Set specific goals for projects to measure progress and evaluate end results.
• Organized stakeholder meetings to provide project updates.

Roles & Responsibilities :

• Managed projects related to improving processes associated with delivering services or products.
• Prepared detailed reports summarizing progress made towards meeting objectives set forth by senior management.
• Developed and implemented new strategies for client engagement.
• Provided guidance to clients on financial, operational and administrative matters.
• Conducted research to identify areas of improvement in services offered by the organization.
• Analyzed data from surveys and other sources to assess customer satisfaction levels.
• Designed and delivered presentations to senior management on current trends in the industry.
• Collaborated with internal departments to create action plans for implementing changes identified through research.
• Assisted in developing policies and procedures for providing high quality customer service.
• Coordinated with external vendors to ensure timely delivery of services and products.
• Reviewed existing processes and developed recommendations for improvement based on analysis of data collected from stakeholders.
• Facilitated team meetings focused on identifying solutions to complex business issues.
• Monitored performance metrics related to customer service operations.
• Cultivated relationships with key stakeholders in order to increase awareness of company offerings.
• Participated in brainstorming sessions aimed at generating innovative ideas for enhancing client relations.
• Identified needs of customers promptly and efficiently.
• Analyzed key performance indicators to identify effective strategies.
• Determined consumer needs to provide products and services appealing to larger market.

Handled LOBs at different levels, including consumer, premium, out of warranty retail, as well as executive escalations.

Roles & Responsibilities :

• Presented monthly updates on progress made towards achieving organizational objectives.
• Established relationships with external vendors to facilitate efficient resolution services delivery.
• Effectively led 150+ direct and indirect reports in delivering exceptional results across key areas such as customer service operations, project execution within defined scope and timeline, efficient inventory management techniques,and successful delivery fulfillment.
• Monitored projects consistently, tracking progress and ensuring quality standards. Managed resolution of issues and implemented necessary corrective actions.
• Developed and executed high-impact strategic plans for optimizing business processes and delivering superior customer service across India region.
• Drive Margin and Revenue for India consumer support business.
• Leading, training, and monitoring the performance of team members to ensure efficiency in operations and meeting individual and group targets.
• Coordinate and lead cross-functional teams to execute end-to-end dispatch processes benefiting SLA. Teams include DSP, DLP, and Parts Planning.
• Continuous Improvement and Training, this includes assessment and redesign of existing processes and implementing improvements.
• Work with customers, Legal, and internal teams to resolve technical and policy issues.
• Manage people, performance, career expectations, retention, and employee satisfaction. Provide leadership touch point and intervention during sensitive periods of agent life cycle.
• Organize and attended visits to customer locations to address escalations.