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
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