Rajini TR
Bengaluru
Summary
Experienced Assistant Manager and Operational Lead with over 10 years of expertise in partner management, root cause analysis (RCA), process streamlining, and improving organizational resolution rate (RR) and customer satisfaction (CSAT) scores.I have a proven track record in streamlining processes, leading high-performing teams, and managing complex initiatives. I possess strong strategic thinking skills, innovation prowess, and a talent for fostering collaboration. I am skilled at driving organizational success through efficient operations, data-driven decision-making, and comprehensive leadership. Eager to contribute transformative strategies and fuel growth in dynamic business environments
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Manager
Flipkart
Bengaluru
03.2021 - Current
- Led teams to streamline processes, achieving higher resolution rates (RR) and improved CSAT scores
- Results-driven professional with extensive experience in Root Cause Analysis (RCA) and the development and implementation of Corrective and Preventive Actions (CAPA)
- Led RCA initiatives issues, ensuring timely identification of root causes using tools such as 5 Whys, Fishbone Diagrams, and (FMEA)
- Worked closely with engineering, production, and quality teams to investigate process deviations, resulting in improved operational efficiency and product quality
- Conducted regular audits and gap analyses, identifying opportunities for process improvements and corrective actions
Lead
Flipkart
Bengaluru
09.2018 - 04.2021
- As a lead Led the design and execution of testing strategies to ensure process efficiency and identify potential bottlenecks
and areas for improvement. - Analyzed current workflows through process mining and data analysis, uncovering key and
challenges leading to customer escalations. - Developed and implemented proactive testing processes that reduced the
frequency of escalations by 25% within the first quarter. - Collaborated with product, development, and customer support
teams to refine testing strategies and align them with customer expectation.s
Senior Specialist, Operations [L2 Escalation]
Flipkart
Bengaluru
07.2015 - 08.2018
- In my role as Senior Specialist in L2 Escalation within Customer Operations, I oversaw the resolution of complex customer issues beyond initial support levels
- I led a team in diagnosing and resolving escalated issues, ensuring prompt and satisfactory resolutions
- My responsibilities included analyzing trends, implementing process improvements, and providing mentorship to junior team members
- Through proactive management and effective communication, I upheld service standards, enhanced customer satisfaction, and contributed to efficiency of customer support operations
- Coordinated with internal teams to complete daily assignments and meet deadlines.
- Assessed key metrics to drive market growth and devise process improvements.
- Maintained positive working relationship with fellow staff and management.
- Coordinated with other departments to ensure successful completion of projects.
Consultant, [Operations]
Flipkart
Bengaluru
07.2014 - 06.2015
- My role involved maintaining high customer satisfaction through clear communication, accurate problem-solving, and adherence to service standards
- Responded promptly and professionally to customer inquiries via phone, email, or chat, providing clear and concise explanations
- Identified opportunities to improve processes and suggested enhancements to better serve customers
- Escalated complex issues to senior team members or management, ensuring customers received appropriate attention and resolution
- I contributed to team success by sharing best practices, optimizing workflows, and continuously improving service quality in email correspondence
Associate
Indicomm Global Service
Bengaluru
04.2013 - 03.2014
- Worked closely with clients, third-party vendors, and county tax authorities to verify and update tax payments and information for mortgage accounts
- Identified discrepancies in tax records and worked to resolve issues promptly, preventing errors in mortgage servicing
- Coordinated with the tax department to ensure timely and accurate tax payments, preventing delinquency or penalties for clients
Customer Support Executive
Concentrix
Bengaluru
07.2012 - 01.2013
- Managed inbound and outbound customer calls, providing loan-related assistance and information
- Assist customers in identifying loan options based on their financial needs and eligibility criteria
- Provide accurate and clear information regarding loan application processes, documentation requirements, and interest rates
- Educated customers about various loan products (personal loans, home loans, car loans, etc.) and their features
Education
Master of Business Administration (MBA) -
Gitam University
01.2014
Bachelor of Computer Applications (BCA) -
Tamilnadu University
01.2014
Pre-University - PCMB
Girls Govt PU College
01.2011
SSLC -
Kaveri Convent
01.2009
Skills
- Stakeholder Management
- Operational Excellence
- Program Management
- Cross-functional Team Leadership
- Leadership
- People Management
- Business Process Improvement
- Business Strategy
- Operations
- Problem-Solving
- Adaptability
- Decision-Making
- Emotional Intelligence
- Analytical Thinking
- Presentation Skills
- Advanced Excel
- Basic SQL
- Coaching and mentoring
- Employee engagement
Certification
- Yellow Belt in Lean Six Sigma - LinkedIn Learning
- Professional Networking and Influence - LinkedIn Learning
- Career Essentials in Generative AI by Microsoft and LinkedIn
Awards
- Instant Karma, Flipkart, 04/01/24, Excellence in Business audits & Jeeves CRM
- Instant Karma, Flipkart, 12/01/23, Outstanding performance in Business recovery
- Value Champion, Flipkart, 01/01/23, Excellence in Cx Buddy Project
- Kool and the Gang, Flipkart, 12/01/22, Best Team Award - PMO
- Instant Karma, Flipkart, 09/01/20, Outstanding performance in RM
- Mission Impossible, Flipkart, 12/01/19, Above and Beyond in Process Audits
- Instant Karma, Flipkart, 10/01/20, Excellence in Aux Trainer | L2 Escalation Process
- Instant Karma, Flipkart, 10/01/19, Excellence in Aux Trainer | MLS
- Mission Impossible, Flipkart, 07/01/19, Above and Beyond in Process Excellence
- Kool and the Gang, Flipkart, 12/01/18, Best Team Award - Control Tower | OSP Management
- Kool and the Gang, Flipkart, 01/01/16, Best Team Award - L2 Escalation
- Hi-Fi Performer, Flipkart, 07/01/14, Best performer of the month
Languages
kannada
First Language
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Telugu
Intermediate (B1)
B1
Timeline
Assistant Manager
Flipkart
03.2021 - Current
Lead
Flipkart
09.2018 - 04.2021
Senior Specialist, Operations [L2 Escalation]
Flipkart
07.2015 - 08.2018
Consultant, [Operations]
Flipkart
07.2014 - 06.2015
Associate
Indicomm Global Service
04.2013 - 03.2014
Customer Support Executive
Concentrix
07.2012 - 01.2013
Master of Business Administration (MBA) -
Gitam University
Bachelor of Computer Applications (BCA) -
Tamilnadu University
Pre-University - PCMB
Girls Govt PU College
SSLC -
Kaveri Convent
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