Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Rajish Manchanda

Team Lead - Support/Onboarding
New Delhi

Summary

Experienced Team Lead with a strong track record of managing both Support and Onboarding teams. Skilled in driving smooth client onboarding, ensuring timely issue resolution, and enhancing customer satisfaction. Known for process optimization, team leadership, and cross-functional coordination in fast-paced environments.

Overview

5
5
years of professional experience
4
4
years of post-secondary education
4
4
Languages

Work History

Assistant Team Lead

Acefone
12.2023 - Current
  • Lead and mentored a team of 10 cloud telephony specialists, achieving a team performance rating of 90% through client feedback and metrics
  • Supervise the onboarding process to ensure a smooth, timely, and efficient setup for new clients, including requirement gathering, configuration, IVR setup, and handover.
  • Successfully deliver 15 cloud telephony projects within budget and timeframe, maintaining a client satisfaction rate of 95%
  • Maintain regular communication with 20 key clients, achieving a quarterly client satisfaction rating of 92% based on feedback surveys
  • Conduct monthly cross-functional meetings, implementing 3 collaborative initiatives to enhance client value and align team strategies
  • Identify gaps in onboarding or support workflows and implement improvements to enhance customer experience and operational efficiency.
  • Work closely with Sales, Product, and Technical teams to ensure seamless client transitions and coordinated support.

Cloud Telephony Engineer

Acefone
08.2021 - 12.2023
  • Provide support for accounting and business applications on the cloud, achieving a resolution rate of 95% for client inquiries and issues.
  • Implement server virtualization and consolidation solutions for building private clouds, resulting in a 30% reduction in server infrastructure costs
  • Deploy cloud-based communication services for internal organizational connectivity, resulting in a 25% improvement in team collaboration and productivity
  • Offer technical support to clients and assist in integrating different CRM systems, achieving a 90% success rate in CRM integrations and reducing client downtime by 15%

Campaign Execution Analyst

Wunderman Thompson
11.2020 - 07.2021
  • Create email marketing campaigns to promote products or services to clients
  • Responsible for configuring the marketing automation system lead nurturing and lead scoring
  • Day-to-day responsibility for the setup, deployment, and management of automated campaigns in Marketo

Education

Bachelor's of Technology - Computer Science

Manav Rachna International University
Faridabad, India
07.2016 - 07.2020

Skills

  • Client Management
  • Technical Coordination
  • Team Collaboration
  • Problem-Solving
  • Project Management
  • Adaptability
  • Multi-tasking
  • Project Management

Accomplishments

  • Gem-Award, 01/01/24 - 03/01/24, For Exceptionally handling requests and complaints raised by the newly onboarded clients of TCL (Tata Communication Limited).
  • Innovations Award, 04/01/24 - 06/01/24, For integration of our Internal Team with Zoho CRM to Manage Smooth Workflow.

Timeline

Assistant Team Lead

Acefone
12.2023 - Current

Cloud Telephony Engineer

Acefone
08.2021 - 12.2023

Campaign Execution Analyst

Wunderman Thompson
11.2020 - 07.2021

Bachelor's of Technology - Computer Science

Manav Rachna International University
07.2016 - 07.2020

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Rajish ManchandaTeam Lead - Support/Onboarding