Rajiv Sachdeva

• Managing a 3 different shopping verticals with a span of 75 Team Members and Associate Leads and handling proactive & reactive shopping creation for Google process.
• Plan and Develop the Project Scope - Responsibilities includes to work with internal stakeholders and external clients to define that concept and create a process and SOPs
• Create and Lead a Team and Monitor Project Progress and Set Deadlines - Maintaining process metrics of production hours, TAT, Rejection Rate, Attrition & Shrinkage rate.
• Overcome Obstacles that Arise - Identifying the business risks & opportunities by analyzing the information & results and process a mitigation plan.
• Ensure Stakeholder Satisfaction - Defining, measuring & controlling project timelines, resources, risks, targets, quality delivery and communication plan.
• Recruiting, leading, training & monitoring performance of team members to maintain excellence in the service operations.
• Evaluate Project Performance and also responsible for Half yearly and yearly appraisals

• Processes includes G.DOT Chat and Credit Card Disputes and Payments for different regions ( UK, US, Canada and Australia )
• Verticals include:

Training and OJT

Quality Assurance and NPS

Operations Deliverables and responsibilities

• Regular interaction with clients to manage business expectations and provide recommendations to optimize end to end performance
• Ensure TAT, Quality and compliance targets are met
• Implementation of Business continuity plan - BCP, Call Tree updating and participated in table top exercise
• Support client and process in identifying opportunities to eliminate defects

• Worked as a Team Leader in Research and Analyses team.
• Online reputation management for of Major companies
• Conducted market research and analyzed data to identify trends, opportunities, and potential risks.
• Prepared comprehensive presentations to summarize findings from research projects.
• Optimized content by ensuring correct placement of target keywords within text, meta tags, and titles.
• Responsible for performing research / analyses and present the daily report to Business Owners
• Direct interaction with the Projects owners
• Monitored system performance and provided recommendations for improvement.
• Developed and maintained MIS procedures and standards to ensure data accuracy and integrity.

• Worked in Home Loans and Insurance Process, Used to Approve/ Decline application ( Credit Authority )
• Processed application / request from customer's end
• Worked with 98% quality SLA and same say TAT
• Worked along with different application ( LPS/ AWD )
• Meeting and Exceeding the daily CTQs by reviewing daily operations
• Quality monitoring and Documentation of the work done by Team members