Rajkamal Rakesh Pival

Working for Shipping & logistics client which Express invented express transportation and remains the industry's global leader, providing rapid, reliable, time-definite delivery to more than 220 countries and territories, connecting markets that comprise more than 99% of the world's gross domestic product.

• Managing a team of trainers along with Ramp Team Leaders.
• To train the NHT in voice and non-voice LOB’s (including leads and higher high keys )
• Handling transition of a newly acquired business (FedEx) for Pune and Vizag location with a Head count of 250 across both the sites.
• Create training planners, cross training, and certification of Trainers/Ops leads via the 3rd Party.
• Managed performance for the New Hires on Operational metrices.
• Ensured end to end people and performance management for the sites, metrices included production and Quality.
• Spearheaded weekly and monthly reviews for Training team.
• Leads of Ops to identify Gaps in performance, developed improvement
  strategies, discussed policy updates and impact analysis along with
  process change management.
• Collaboration/coordination with all stake holders to ensure all the key
  metrics and hygiene of the process are maintained.
• Ensuring all new updates reach production floor in timely and productive manner.
• Client facing meeting and all process changes and implementations management.
• Responsible for spearheading the internal and external calibrations

Worked for client who deals in education technology platform with proven results for both kids and teachers.

• Deliver product training to New Hires in the Voice Line of Business.
• Identify Learning needs of agents
• Design training curriculum using inputs from Training & Quality.
• Observe and evaluate trainee performance during training and bridge/Nesting
• Track and maintain trainee attendance and trainee certification records for audit purposes.
• Initiate and participate in the projects for the team and the department.
• Conduct refreshers and huddles for NHTs and tenured population.
• Conduct audits and feedback for the targeted population with the objective of improving scores for training throughput or conversion ·
• Required to give a fixed number of production hours each month ·
• Maintain key MIS related to all the above activities (Reports)·
• Implementing & Adhering quality and process compliance·
• Support the floor for staff in OJT (0 to 60 days tenure).
• Support TNTQ by Quality / Compliance Audits.

Worked for a UK based client which provides service in British Telecom and STB.

Blended Process

• Identifying, Handling and resolving customer queries and concerns while maintaining expected quality on calls, chat or email.
• Diagnosing and resolving issues and faults related to the product for Customers.
• Follow up with the case handled by juniors.
• Handling SIM Swaps for customers for lost and stolen SIM cards.
• Activating SIM cards for the Customers.

Worked for Technical kind of BPO (ATM Process)

• Download reports filter necessary changes and share with respective teams and clients.
• Handing the calls for the reported issues.
• Calling and taking confirmation from vendors about the client product.
• Sending reports to the client for the product and their status.

Worked for Banking and Finance client.

• Handling and resolving all the financial queries and concerns of the customers while maintaining expected quality on calls and emails.
• Handling customer queries related to the EMI cards issues.
• Verifying and handing RCU (Risk containment unit) of the customers.
• Outbound calls for multiple kind of Loans.