Summary
Overview
Work History
Education
Skills
Accomplishments
Personal Information
Hobbies and interests
Projects
Websites, Portfolios and Profiles
Custom Section
Certification
Languages
Timeline
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Rajith M R

Bangalore

Summary

Adept at driving process improvements and team productivity, I leveraged quality assurance and excellent communication skills at NoBroker.com-BPO to enhance operational efficiency and compliance. Spearheaded cross-functional projects and trained teams, achieving significant performance milestones. My background in technical support and QC tools underpins my ability to innovate and lead effectively.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Team Leader (Process Improvement and Adherence)

NoBroker.com-BPO
Bengaluru
05.2019 - 12.2025
  • Performing Refund RCAs (Analysis through call audits of the entire lifecycle of the CX on why plan refund was done from Sale to the closure)
  • Summary report preparation for MBR and SLAs met
  • Maintained excellent employee relationships by cultivating a supportive, positive and helpful working environment.
  • Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
  • Completed audits and risk assessments to achieve regulatory compliance.
  • Served as Quality team lead, enforcing company policies, answering co-workers' questions and training new staff.
  • Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
  • Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
  • Daily huddle, discussion on the points to be improved in the process and suggestions taken on the audits done and the errors found
  • Task assignment to the team, Attendance, rostering and doubt clarification
  • Refund validations (refund validated by listening to the calls between the RM and the CX
  • New hire training on tools, products and process and Mock call and Certification
  • Training scheduling and Knowledge check done Certification done and Tool access for New Hires
  • Trained and supervised team to deliver on store sales targets.
  • Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
  • Coordinated with other departments to ensure seamless collaboration on cross-functional projects.
  • Spearheaded the adoption of new technologies to enhance team productivity and communication.
  • Advised senior management on facilities needs and delivered ongoing operational support.
  • Modelled business processes to identify strengths, weaknesses and opportunities for improvement.

Social Media Manager

Xiaomi Technology
05.2016 - 02.2019
  • INGRAM Specialist (Root Cause Analysis profile)
  • Provided training and guidance to junior team members on best practices in social media management.
  • Communicated with followers, responding to comments and queries timely in brand style and tone.
  • Ideated insightful content for varied target audiences, driving reach and engagement with new and existing customers.
  • Used social media analytics tools by evaluating performance and adjusting content strategy to meet campaign objectives.
  • Conducted regular audits of social media channels to identify opportunities for improvement.
  • Analysed social media metrics to identify trends, adjust strategies, and improve overall performance.

Social Media Coordinator

VECTOR E-COMMERCE PRIVATE LIMITED
03.2013 - 03.2014
  • Social Media Analyst and was working on the different social media site or complaints and query resolutions

Quality Team Lead

C CUBED SOLUTIONS PVT LTD
Karnataka
05.2010 - 11.2012
  • QAE Quality coordinator, Team leader: (Sony Email, Chat and Sakar Voice process)
  • Live training session via skype with US clients coordinated and handling 30 associates as per the call process
  • Managed the development and maintenance of quality documentation, including policies, procedures, and quality manuals.
  • Collaborated with the research and development team to integrate quality control measures into the design phase of product development.
  • Established a feedback loop with customers to gather insights on product quality, resulting in targeted improvements and innovations.
  • Updated and maintained accurate records of quality reports, statistical reviews, and relevant documentation to support audit processes.
  • Facilitated weekly meetings to review quality metrics, discuss challenges, and brainstorm solutions to improve efficiency.
  • Coordinated with cross-functional teams to identify root causes of quality issues and develop long-term corrective actions.
  • Served as the primary point of contact for quality-related customer complaints, resolving issues promptly to maintain brand reputation.
  • Advocated for the adoption of advanced quality management software, streamlining processes and improving data accuracy.
  • Enhanced team performance through strategic hiring, focused training, and effective performance management practices.

Senior Technical Support Executive

Gizmo Support
Karnataka
08.2008 - 04.2010
  • Utilised root cause analysis to diagnose and troubleshoot commonly reoccurring issues.
  • Utilised a solution-focused approach to resolve and clear customer cases efficiently.
  • Communicated effectively with technical support teams to resolve escalated issues swiftly and efficiently.
  • Installed operating systems and configured business applications to support systems overhaul.
  • Provided real-time support to staff with technical issues on conference and video calls.
  • Conducted remote troubleshooting sessions with clients to identify and fix technical problems.
  • Managed ticketing system to track, prioritise, and address customer technical queries efficiently.

Education

Bachelor of Commerce - BCom -

Indian Institute of Management and Technical Education
Karnataka
06.2017

PUC - Business/Commerce, General

Karnataka State Open University
04.2014

Skills

  • Quality Assurance
  • QC Tools
  • Technical Support
  • MS Office
  • Ms Excel
  • Six sigma
  • Team motivation
  • Compliance monitoring
  • Excellent communicator
  • Teamwork

Accomplishments

  • Helped implement new tools like Convozen (translates call history into text and also provided additional summary to reduce the time consumption)
  • Created RCA tools on Google sheets using Macros
  • Worked on an internal tool called Customer 360 to replace Fresh-desk and was part of the project.
  • Have received the best unit head for a quarter and also got awarded in the leadership training for complete involvement and for outstanding performance

Personal Information

  • Nationality: Indian
  • Gender: Male
  • Date of Birth: 09111985

Hobbies and interests

  • Working out, Body building
  • Bike Riding
  • Acting
  • Rapping
  • Adventure

Projects

  • Convozen call to text tool testing and implementation
  • 360 In house tool-replacing Fresh-desk, testing and implementation
  • TAT identification of the tickets worked to improve the response TAT
  • Resolution improvement of Social media and CEO Escalation tickets by coordinating with internal teams on faster resolution
  • Sales improvement by identifying the over promise and incorrect sales and collating the data a providing a new pitch and templates to help ease the CX;s doubt and make a fruitful sale

Websites, Portfolios and Profiles

www.linkedin.com/in/rajith-m-ra60652166

Custom Section

To work in position for an organization where I can utilize my dedication and initiative to provide inputs on Process management, Drive process level performance, engage with internal teams, regional counter parts, partners to manage end-to-end customer processes. And improve Total Customer Experience by identifying training requirements & effective escalation handling., Good Communication, Quick learning, Self Confidence, Honesty, Positive Approach, Team Management, Motivating the Team

Certification

  • MIcrosoft advanced excel certification

Languages

kannada
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Malayalam
Upper Intermediate (B2)
B2
Tamil
Upper Intermediate (B2)
B2
Telugu
Upper Intermediate (B2)
B2

Timeline

Team Leader (Process Improvement and Adherence)

NoBroker.com-BPO
05.2019 - 12.2025

Social Media Manager

Xiaomi Technology
05.2016 - 02.2019

Social Media Coordinator

VECTOR E-COMMERCE PRIVATE LIMITED
03.2013 - 03.2014

Quality Team Lead

C CUBED SOLUTIONS PVT LTD
05.2010 - 11.2012

Senior Technical Support Executive

Gizmo Support
08.2008 - 04.2010

Bachelor of Commerce - BCom -

Indian Institute of Management and Technical Education

PUC - Business/Commerce, General

Karnataka State Open University

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Rajith M R