Rakesh Goplani
Ahmedabad,Gujarat
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Team Lead (Bank of America)
Tata Consultancy Services Ltd.
02.2023 - Current
- Responsibly entrusted with overseeing a team of 16 dedicated resources as the Team Lead for Operations in the Mortgage Document Indexing process.
- Ensured efficient and accurate indexing of mortgage documents for streamlined loan processing.
- Trained team members by effectively communicating company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Successfully mitigated potential issues by implementing proactive measures in risk management.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Evaluated customer needs and feedback to drive product and service improvements.
Quality Analyst (Bank of America)
Tata Consultancy Services Ltd
09.2019 - 02.2023
- Managed a project for Bank of America's mortgage process, overseeing the document indexing operations. Processed and validated thousands of mortgage document images in accordance with the underwriting guidelines.
- Selected as quality analyst within 1 year due to quick learning attitude.
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
Subject Matter Expert (Citi Bank)
Tata Consultancy Services Ltd
07.2018 - 07.2019
- Started as Process Associate for Citibank credit card operations in which was part of final litigation balance review to pass the litigation of delinquent credit card accounts and processing suit date & suit balance as per prescribed guidelines and timelines with the objective of meeting the quality standards and SLAs laid out by the client within the limits of agreed SLAS.
- Mentored junior 06 team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Process Specialist (RetailMeNot)
TTEC Holdings, Inc.
01.2017 - 07.2018
- Implemented effective analytical processes in collaboration with 13 team members.
- Efficiently tested and verified the validity of numerous Coupons/Deals on a daily basis, ensuring seamless integration onto the publisher's affiliate network.
- Developed user-friendly documentation for processes, increasing employee understanding and reducing training time.
- Served as a subject matter expert for process-related inquiries, providing guidance to colleagues when needed.
Sr.Process Support Executive (MakeMyTrip)
TTEC Holdings, Inc.
06.2016 - 12.2016
- Completed all tasks of customer support executive while mentoring 05 new team members to meet quality and productivity targets within given SLAs for project continuity.
- Enhanced customer satisfaction by addressing and resolving operational issues promptly.
- Monitored support metrics to identify areas for improvement and implemented changes accordingly.
- Delivered exceptional client service by consistently going above and beyond expectations.
Customer Support Executive (MakeMyTrip)
TTEC Holdings, Inc.
07.2015 - 05.2016
- Managed hotel bookings and payment processing for India's leading travel portal, handling direct payments, prepayments, B2B transactions, offline packages; resolved payment issues and updated inventory.
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Provided personalized support to customers by understanding their unique needs and preferences.
Education
Post Graduate Diploma in Business Administration - Customer Relationship Management
Symbiosis Centre For Distance Learning
Pune, India07.2021
Bachelor of Science - Physics, Mathematics
St. Xavier's College , Ahmedabad
Ahmedabad, India05.2016
Skills
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Quality Control
- Workplace Safety
- Schedule Management
- Taking Ownership
- Service Level Agreements & Client Relationship Management
- Result-oriented approach
- Capable of leading a team People & process management
- Positive & candid attitude
- Operations Management
Certification
- Leadership : Embark Certification ( TCS certification)
- Lean Six Sigma Green Belt ( TCS certification)
- Metamorph Certification ( TCS certification)
- Delivery : TCS iON Project Evangelist_Foundation_ Curriculum ( TCS certification)
- Agile Way of Working Foundation
- Basic Agile Awareness for Team and Scrum Masters
- Certificate in US Banking and Mortgage Regulation
- BPS : Statistics & Analytics_Foundation
- Business Analysis foundations
- Metamorph_BFS_Mortgages_Intermediate
- Certificate in US Mortgages Advanced
- Metamorph : Certificate in Business Analysis
Accomplishments
- Understood the process & the challenges suggested a new way to work on data & covered a new universe which saved a lot of client errors
- Won several top performer awards while working as an agent
- Unskilled myself with several TCS trainings & online MBA
- Won Prime Checker Award for Quality
References
References available upon request.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Gujarati
Bilingual or Proficient (C2)
Timeline
Team Lead (Bank of America)
Tata Consultancy Services Ltd.
02.2023 - Current
Quality Analyst (Bank of America)
Tata Consultancy Services Ltd
09.2019 - 02.2023
Subject Matter Expert (Citi Bank)
Tata Consultancy Services Ltd
07.2018 - 07.2019
Process Specialist (RetailMeNot)
TTEC Holdings, Inc.
01.2017 - 07.2018
Sr.Process Support Executive (MakeMyTrip)
TTEC Holdings, Inc.
06.2016 - 12.2016
Customer Support Executive (MakeMyTrip)
TTEC Holdings, Inc.
07.2015 - 05.2016
Post Graduate Diploma in Business Administration - Customer Relationship Management
Symbiosis Centre For Distance Learning
Bachelor of Science - Physics, Mathematics
St. Xavier's College , Ahmedabad
- Leadership : Embark Certification ( TCS certification)
- Lean Six Sigma Green Belt ( TCS certification)
- Metamorph Certification ( TCS certification)
- Delivery : TCS iON Project Evangelist_Foundation_ Curriculum ( TCS certification)
- Agile Way of Working Foundation
- Basic Agile Awareness for Team and Scrum Masters
- Certificate in US Banking and Mortgage Regulation
- BPS : Statistics & Analytics_Foundation
- Business Analysis foundations
- Metamorph_BFS_Mortgages_Intermediate
- Certificate in US Mortgages Advanced
- Metamorph : Certificate in Business Analysis
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