RAKESH ARORA

To work in an organization where professionalism and enthusiasm are the criterions to continuously acquire skills in emerging trends and to achieve a specialist status in the private/ public sector. To seek out more effective ways to develop Human Resource to enhance the over all productivity of the work force and thus develop the work environment and profitability of the company.

An astute, results-oriented leader with proven success over 18 years in Process Management, Quality Management, & Team Management. Presently owning and handling wholesale & retail Iron & Hardware Business in Kanpur. Established competence in proposing initiatives for attaining volume growth. Well versed with Company's Quality Initiatives. Possess outstanding interpersonal, communication and organizational expertise with proven aptitude in team management, customer relationship management and planning.

• 2003, PG Diploma, IMT Ghaziabad, Distance Learning
• 2000, Diploma, Software Management
• 2001, B.Com, Christ Church College, Kanpur

• Lean Training
• Yellow Belt Certified (Quality)
• Call Quality and Effective communications
• Environment health and safety
• Emergency preparedness and fire prevention
• Compliance & Integrity Training
• First Time Managers
• Team Handling Issues
• Ethics at Work

• 03/01/13, present, Proprietor, Handling Iron Hardware Business (Wholesale & Retail) in Kanpur (U.P.)
• 05/01/12, 02/28/13, Team Leader, Fidelity National Information Services, Fidelity National Information Services, Inc.(NYSE:FIS), is a leading provider of core processing for financial institutions, card issuer and transaction processing, mortgage processing services and related information products and outsourcing. Client: O2 UK. The Telefonica O2 Europe group comprises integrated fixed/mobile businesses in the UK, Germany, the Czech Republic and Slovakia- all of which use ‘O2' as their consumer brand., Client Management – interacting with the Client through chat, emails and calls., Managing a team of 8 team members and to ensure the team meets process SLA (Quality, Productivity, Log in Hours etc) and targets., Data analysis and reporting for Quality and Productivity, which also includes Quality Checks for the Team Members., Updating Team Members of the process related updates and any changes in the process., Monitoring the team performance from the COPC certification perspective., Monitoring the BS7799 (ISO27001) security standards within the team., Maintaining Change Management Systems and coordinating with the different support teams for seamless operational flow., Coordinating with the Team Leader and team members., Part of project c-sat (customer satisfaction)., Encouraging and promoting team work., Providing ‘Personal Development Plan' to the team members to help them perform better., Coaching and providing feedback to the team members.
• 12/01/08, 05/31/12, Team Leader, TCS-ESERVE (CITIGROUP), CITIBANK, USA, US Loan Disbursements - Involves disbursements of loans to the Citibank customers. Periodic release of loan in installments, if incase of any tribulations that may occur in, where open items in an account are not cleared on time then these problems include impaired use of funds, misclassification of general ledger balances, mis-statement of reserve position, and delays in processing customer adjustments. These are the net amount of uncleared cash transfer entries between Fund City offices and other areas of the bank., Reconciling the disbursement accounts of Citi Financial branches., Expertise in handling productivity, utilization of work within team., Responsible for Reconciliation of Canadian and U.S Branches daily business activities and help the branches to resolve their Un-reconciled items., Preparing reconciliation statements every month., Resolving the branches issues by researching on the un-reconciled items outstanding for their disbursement accounts. This also involves the escalation of unresolved/unmatched items and writing it off against the branch's expense a/c., Taken the role of Section Lead within the team & handling files on efficiency, maintaining error log file and productivity of the team members., Maintaining the Quality report for the team., Maintaining MIS reports., Monthly process review with the senior management team.
• 09/01/08, 12/31/08, Process Developer, GENPACT, WESTPAC BANKING CORPORTAION, AUSTRALIA, Voucher Retrievals (Third Party Requests) - Impending from both bank customers and branch's to retrieve replica of vouchers or internal business reports, replica of bank statements or credit cards., Conducted a distant training in Jaipur, India with the client through WEB-X. (Oct, 08 for 25 days)., Held a pivotal role in completing the distant transitioning., Handling customer's calls & escalations as in Pilot Phase., Leading the team of 6 people., Declared as Subject Matter Expert for the same., Official Trainer on behalf of the client side.
• 03/01/08, 09/30/08, Process Developer, GENPACT, WESTPAC BANKING CORPORTAION, AUSTRALIA, Compulsory notices and Insolvencies – Government agencies solicits for the individual information and account particulars of the customers to enquire if incase they are implicated in any of the fraudulent actions., Conducted & imparted Process Training in Sydney, Australia. (March to May' 2008), Held a pivotal role in completing the Transition and Pilot Phase of the process., Handling customer's calls & escalations., Maintains quality by auditing 5% of the daily volume., Leading the team of 10 people., Declared as Subject Matter Expert for the same., Official Trainer on behalf of the client side.
• 03/01/07, 02/28/08, Process Associate, GENPACT, INGENIX, Support Services - Part of Ingenix, evaluating all the claims being chosen randomly by United Health Group. Claims are either sent to the processing centre or to the investigation division for the examination so that it gets compensated to the authentic source. Preliminary detection of scams are made through inbound calls., Preparing accuracy sheets and production sheets for the team on daily, weekly and monthly basis., Sustains quality by auditing 10% of the daily volume., Leading the team of 6 people., Declared as Quality Control Auditor.
• 10/01/06, 02/28/07, Process Associate, GENPACT, DELL, Technical Support – Endowing technical support to U.S. clients through inbound calls exercising remote tools such as DELL CONNECT, DELL SERVE. DELL SERVE NETWROK and the support website - https://support.dell.com., Won “DELL Connect Champion's Award “.
• 01/01/01, 09/30/06, Marketing Manager, Ganpati Transport, Kanpur, Recognized transporters in India, offers full truck load, loading, unloading, crane services, trailer operations, containers movements, warehouses, container handlers and freight forwarding in several parts of India., Scheming Marketing Plans., Attaining visibility., Controlling Budget., Strategic planning., Declared as Best Manager. Received Cash Awards for getting clients.