Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Hobbies and Interests
Timeline
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Rajeshwari Diwakar

Jeedimetla

Summary

Strategic leader with extensive team management experience in BPO Industry. Builds training, mentoring and development opportunities to drive performance. Self-motivated to consistently provide first-class results in line with stringent targets and deadlines.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Team Lead – International Chat and Voice Process

VXI Global Solutions
11.2024 - Current
  • Leading a team handling international customer support via chat and voice across multiple regions.
  • Monitoring daily operations, ensuring adherence to KPIs like CSAT, AHT, FCR, and SLA compliance.
  • Conducting regular team huddles, performance reviews, and training sessions to boost productivity and quality.
  • Handling escalated queries, providing resolutions while maintaining high customer satisfaction.
  • Coordinating with support functions (QA, Training, WFM) to drive process improvements.
  • Reporting daily/weekly/monthly performance metrics to management and recommending action plans.
  • Mentoring new team members and grooming potential future leaders from within the team.

Team Lead – YouTube Process

Concentrix
08.2022 - 08.2024
  • Managed a team supporting YouTube content moderation, and creator support operations.
  • Oversaw workflow distribution and ensured SLA adherence in content review, and issue resolution.
  • Worked closely with quality analysts to ensure accuracy, compliance with platform guidelines, and adherence to best practices.
  • Facilitated calibration sessions with clients to maintain alignment on quality expectations.
  • Conducted performance coaching, monthly appraisals, and career development plans for team members.
  • Contributed to process enhancement by identifying gaps, and implementing innovative solutions.
  • Acted as a point of contact for client escalations and internal issue resolution.
  • Certificate of Excellence for consistent top performance.
  • Successfully cleared Internal Job Postings (IJPs) and was selected for the Subject Matter Expert (SME) role, and later was selected as a Team Lead.
  • Monitored team performance, providing suggestions for improvement and training programmes to increase team efficiency

Customer Service Representative

Concentrix
02.2019 - 08.2022
  • Addressed customer service enquires quickly and accurately.
  • Worked in chat, voice, and email for B2B and B2C.
  • Assisted customers with product-related questions, feedback and complaints.
  • Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
  • Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.

Education

Bachelor of Arts -

S.K.S Girls College
Sikar, Rajasthan

Senior Secondary (S.Sec) - undefined

Chitrakoot Public School
Sikar, Rajasthan

Skills

  • Microsoft Excel
  • MS Office suite
  • Power BI
  • Data analysis
  • Tally accounting software
  • Windows 9X
  • Training and Development
  • KPI management
  • Leadership skills

Accomplishments


  • Promoted to Career Level 11 within one year.
  • Certificate of Appreciation for being a STAR (Super Talented Achiever) in 2020.
  • Successfully cleared Internal Job Postings (IJPs) and selected for the Subject Matter Expert (SME) role, later on selected as a Team leadPromotion to Senior SME within a year through another IJP.

Certification

  • Certificate of Excellence for consistent top performance
  • Fanatical Contributor Award in 2021
  • Unsung Hero recognition in 2022.

Languages

English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)

Hobbies and Interests

  • Cooking
  • Music
  • Movies & Series


Timeline

Team Lead – International Chat and Voice Process

VXI Global Solutions
11.2024 - Current

Team Lead – YouTube Process

Concentrix
08.2022 - 08.2024

Customer Service Representative

Concentrix
02.2019 - 08.2022

Senior Secondary (S.Sec) - undefined

Chitrakoot Public School

Bachelor of Arts -

S.K.S Girls College

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Rajeshwari Diwakar