Summary
Overview
Work History
Education
Skills
Profile Summary
Accomplishments
Interest Areas
Work Availability
Timeline
Generic
Rajneekant Mishra

Rajneekant Mishra

Program Manager - Product And Customer Service (Leveraging 12 Years Exp.)
Gurugram

Summary

Entrepreneurial and goal-oriented high tech Product Manager with a track record of accelerating corporate software solution adoption and a broad understanding of Operations, Sales with Tech enabled models. Professional with a strong focus on results and extensive experience executing effective business outcome under high-pressure, high-competition environment. Commended for having unique capacity to communicate complicated ideas while emphasizing distinct consumer value and company importance. with a track record of Success in creating business results for challenging situations through the development winning goto market strategies, high impact messaging, customer journey models and highly sought-after sales enablement solutions.

Overview

6
6
years of professional experience
4
4
years of post-secondary education

Work History

Program Manager

Ecom Express Limited
Gurugram
07.2022 - Current
  • Product & Customer Support
  • Development of new product as per business requirement
  • Define product vision, strategy and roadmap
  • Interacted with customers and clients to identify business needs and requirements.
  • Works closely with engineering, Business Sales, Ops and support to ensure business case and customer satisfaction goals are met
  • Cost efficiency – Strategies build to reduce cost of creating product without compromising quality
  • Track leakage in revenue and bridge gap through tech and ops
  • Process development for New Customers Tech integration / Code Creations UAT of new product TAT management of new product mapping development
  • Development of Audit mechanism bring down number of audit failure for all activity types
  • Facilitated workshops and conducted one-on-one training to educate team members.
  • Participated in pilot tests and revised programs based on feedback and results.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Ability to manages projects effectively, including scoping, planning
  • UX Design – Clear understanding of UX design principles
  • Product Roadmap Management – Ability to create and manage product roadmap outlines vision, goals and features

Team Manager

Paytm Payments Bank Limited, 97 Communication Ltd
Noida
09.2018 - 07.2022
  • Vendor Management PAN India
  • Driving business metrics and striving to deliver world-class customer experience while meeting operational KPIs (FRT, ART, CSAT, ATTR, SHRINKAGE, etc.).
  • Managing day-to-day operations, ensuring adherence to processes and achieving team goals - (Managed Pan India UPI Vertical - 12000 Average volume per day managed by 124 FTE's)
  • Collaborating with production development, app development, and tech support teams to strengthen processes and support business growth.
  • Enhancing customer experience and managing customer support functions for banking process.
  • Handling customer complaints, CSAT surveys, and grievance management as per regulatory policies.
  • Developing and implementing operational strategies to improve efficiency, productivity, and service quality.
  • Hiring, training, and supervising team members, providing guidance and conducting performance evaluations.
  • Managing budgets, tracking expenses, and optimizing resource utilization.
  • Coordinating with other teams and departments for smooth operations and timely delivery of products and services.
  • Collaborating with testing team on implementation of bots for UPI.
  • Identifying and mitigating operational risks, including safety hazards and compliance issues.
  • Leading and motivating team, fostering positive work environment, accountability, teamwork, and continuous improvement.
  • Communicating with stakeholders to provide updates on team performance and operational issues.
  • Conducting pre-internal risk assessments to ensure compliance.
  • Evaluating employee performance, coaching, and training team members to enhance quality and motivation.
  • Administering performance reviews, setting goals, action plans, and follow-up procedures for direct reports.

Sr. Quality Auditor

Paytm (Formerly One97 Communication Ltd)
Noida
06.2018 - 09.2018
  • Transactional Quality
  • Vendor Management PAN India
  • Certified in all Product launched by Paytm & Specialzed in UPI my core LOB to work
  • QMS – Quality Management System development, periodic review, revision & implementations of SOPs/ Procedure with formal change
  • (Maintaining Procedures, instructions, and records) for Internal and External stakeholders
  • Maintained and Managed audit plans/schedules
  • Timely conducting business review with respective vendors
  • Handle process deviations with CAPA
  • Incidents management, Non-conformance reports and Audits
  • Created performance baselines and estimates based on project/product data
  • Early warning and reporting to top management on Quality Issues
  • Knowledge in statistical analysis and inference is preferred
  • Developed several effective spreadsheets used to analyze call data
  • Created ongoing training programs for customer service associates based on customer satisfaction data
  • Administered regular customer satisfaction surveys to regular customers
  • Assisted in devising an employee work schedule that increased productivity
  • Conducting Calibration (Internal and External)
  • Process ideation calls hosting and MOMs Prepared
  • Maintaining Q Dart and other Adhoc Quality Reports
  • Driving short term Kaizen projects for process improvement
  • Offered innovative ideas for improving call center morale and encouraging hard work
  • Mentor QE’s aligned under my span and Groom themselves in interpersonal and Quality Expert skills and Excel basic training
  • Keeping proper checks on basic hygiene and maintaining incident tracker for proper tracking of instances.

Sr. Quality Analyst

Ienergizer Pvt. Ltd
12.2016 - 05.2018
  • Transactional Quality
  • Developed several effective spreadsheets used to analyze call data
  • Created ongoing training programs for customer service associates based on customer satisfaction data
  • Administered regular customer satisfaction surveys to regular customers
  • Assisted in devising an employee work schedule that increased productivity
  • Conducting Calibration (Internal and External)
  • Preparing PPT for MBR external
  • Client calls hosting and preparing MOM
  • Maintaining Q Dart and other Adhoc Quality Reports
  • Driving short term Kaizen projects for process improvement
  • Offered innovative ideas for improving call center morale and encouraging hard work
  • Mentor QE’s aligned under my span and Groom themselves in interpersonal and Quality Expert skills and Excel basic training
  • Keeping proper checks on basic hygiene and maintaining incident tracker for proper tracking of instances

Quality Lead

Concentrix Daksh India Service Pvt. Ltd
Gurgaon
  • Transactional Quality
  • KPI Achievement - Driving the center performance in order to meet the defined process targets
  • Manpower Utilization - Ensuring manpower utilization in order to get the maximum output from the available resources
  • Ensuring the utilization of the unpredicted idle time in terms of conducting refresher trainings and other people engagement activities like quality session, call listening session and
  • Client Interaction/Reviews - Interacting with the client for all process related stuff
  • Preparing reviews and presenting the same in client meets
  • Process Corrections - Keeping track of all client related issues and to present the same in client meets as inputs, in order to correct processes at their end
  • Hygiene Matrices - Keeping a control on internal KPIs BQ Improvement, absenteeism in order to ensure smooth presence
  • Ensuring the skills set development of team members.

SME (Sr

Firstsourse Solution Ltd
Bhopal
  • Quality check of all Client specified reports generated during the shift
  • Carry out Call monitoring exercises
  • Ensure availability of latest product/process knowledge on all products / services supported by the Call Centre
  • Guide team members in terms of improvement in individual performance
  • Identifying personnel eligible for any rewards and recognition programs
  • Ensuring preparation, accuracy check and timeliness of Internal Reports submitted to the TL on time to time.

Education

Bachelor of Commerce -

Mahatma Gandhi Kashi Vidyapeeth
01.2012 - 04.2014

Certification - Project Management

IIT DELHI
Indian Institute Of Technology
12.2022 - Current

Certification - Certified Scrum Product Owner

Scrum Alliance Organisation
Virtual
12.2022 - 01.2023

Higher Secondary - Commerce

People's Public School
Bhopal, Madhya Pradesh
04.2009 - 03.2010

Skills

    Decision Making

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Profile Summary

  • Proficient in assessing the effectivenes of the marketing programs that support your products on an ongoing basis and report back to the business on required changes.
  • Expertise in planning the launches of net-new product and release of existing products and managing the cross functional implementation of the plan
  • Skilled in acting as the primary thought leader for the products you support externally, including speaking engagements and written works
  • Competent in collaborating with product management and marketing communications to develop product positioning and messaging resonating with target buyer personas
  • Analytical and critical thinking skills to identify and resolve operational issues and improve processes
  • Ability to prioritize tasks, manage multiple projects simultaneously, and meet deadlines
  • Skill in developing strategic plans, setting objectives, and coordinating resources to achieve operational goals
  • Familiarity with relevant industry-specific tools, software, and technologies to optimize operational efficiency
  • Technology Summary : System Integrations with API Governance and Compliance, QA Testings (UAT), SAAS Solutions, SQL Basic, Product Roadmap, Product Backlog Management, UX Design, Agile Methodologies, Product Lifecycle Management,

Accomplishments

  • Achieved CSPO Certification by completing certification with accuracy and efficiency (Certificate ID: 001465614)
  • I've been rewarded 'Star Leader' for all quarters in Paytm Payments Bank Ltd. in year (2020 - 2021)
  • I've been rewarded Rockstar – Best Leader for Q4 (19-20) (PPBL)
  • I've trained in Six Sigma Green Belt Trained from Advance Innovation Group (2017)
  • Acheived Six Sigma Yellow Belt Certified - Concentrix Daksh India Services (2014)
  • Successfully conducted “Quality Gala Week”
  • Best Quality Excellence Start for the Year ‘2017 with Ienergizer Inc.
  • I've been rewarded with Best Quality Lead for Year 2015 in Ienergizer Inc.
  • I've been rewarded as Quality Champ in Firstsource Solutions Pvt. Ltd.


Interest Areas

Reading Business Articles:

  • Stay Up To Date With The Latest Trends
  • Get Expert Advice through their quotes
  • Learn About New Products and Services
  • Get the knowledge of business leaders
  • Stay Motivated and Inspired


Upskilling Knowledge

- I always set goals 

- Utilize online Learning Platform

- Networking and Mentorship

- Pratice and apply my skills 


Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Certification - Project Management

IIT DELHI
12.2022 - Current

Certification - Certified Scrum Product Owner

Scrum Alliance Organisation
12.2022 - 01.2023

Program Manager

Ecom Express Limited
07.2022 - Current

Team Manager

Paytm Payments Bank Limited, 97 Communication Ltd
09.2018 - 07.2022

Sr. Quality Auditor

Paytm (Formerly One97 Communication Ltd)
06.2018 - 09.2018

Sr. Quality Analyst

Ienergizer Pvt. Ltd
12.2016 - 05.2018

Bachelor of Commerce -

Mahatma Gandhi Kashi Vidyapeeth
01.2012 - 04.2014

Higher Secondary - Commerce

People's Public School
04.2009 - 03.2010

Quality Lead

Concentrix Daksh India Service Pvt. Ltd

SME (Sr

Firstsourse Solution Ltd

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Rajneekant MishraProgram Manager - Product And Customer Service (Leveraging 12 Years Exp.)