Rakesh Kumar Mishra

I am working with Company the 'TapClicks' where 4000+ Agencies, media companies, and B2B enterprise, and consumer brands are using the TapClicks Application. The TapClicks Marketing Operation Platform provides end-to-end business intelligence capabilities. It is A Unified Platform for all Marketing Operations, that includes SEO, reporting, and Analysis. Automated order entry, and set up approval workflows.

• Overseeing Enterprise Global Support team.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Tracking & monitoring Productivity of the team & reporting on department operations.
• Established team priorities, Handling daily operations such as shift planning, and ensuring adherence to KPIs, SLAs and monitored performance.
• Delivering product training sessions for new users and offering both onsite and remote online support services.
• Cross-department training for existing employees to maximize team agility and performance.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Communicated clearly with employees, and stakeholders to keep everyone on the same page and working toward established business goals.
• Accomplished multiple tasks within established timeframes.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Launched quality assurance practices for each phase of development
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Recruited, interviewed, and hired employees and implemented a mentoring program to promote positive feedback and engagement.
• Specializes in high-end, Enterprise level support of customers
• Assigning & managing projects based on new product releases.

• Supporting TapClicks Enterprise clients across Globe
• Mostly in US, Canada, UK, and Australian regions
• Point of Contact for 'TapClicks' Enterprise Customers Clients for end-to-end product Support
• Creating Pilot Support team for TapClicks

• Managed Enhancier's clients across India & Burma
• New Clients Onboarding/deployment, transition and provide onsite and/or remote online support
• Developing business opportunities within existing and new client accounts for Enhancier
• Study of Enhancier CX's competitive landscape
• Approaching and Implementing 7's Stage of Go-Live Process based on CETD for Product Enhancier CX Deployment.

• AegisLISA (aka LISA) is Aegis' product platform which manages human & canned responses for customer interactions and analytics across all digital/social media for all written scripts
• Currently is at version 3.0
• Managing LISA's clients across 18 African countries, KSA, Australia, Malaysia, Sri Lanka, Bangladesh and India
• Train client users during deployment, transition and provide onsite and/or remote online support
• Managing the application development, deployment and upgrade of LISA version 3.0
• One of the principal stakeholders supporting the future UX development of LISA 3.0, Chatbot integration, multi-tenancy of the LISA platform, creation of API extensions for integrating other platforms with LISA
• Vendor Management (Vendor creation, POS creation, Payments, etc.)
• Developing business opportunities within existing and New client accounts for LISA and CLM
• Study of LISA's competitive landscape and marketing LISA with analysts like - Frost & Sullivan, Gartner, HfS, Forrester NelsonHall and TMC Labs.

• Managing social media Lisa Application for more than 9 clients globally
• Coordinating with internal teams for application development & upgradation
• Testing of application manually (functionality and features of Application)
• Involved in application deployment & Hosting at defined locations
• Involved in creation of new standard report's logic & integration with application
• Providing training for Lisa Application
• Responsible for Error free Product/Application before it goes live
• Responsible for other managerial roles as required
• To create/maintain excellent relationships with clients and positively promote the Company, its mission and core values
• Interact regularly with the clients to ensure a committed and partnership based relationship.

• Managing all vendors account
• Managing more than 7 clients account inflow and outflow
• Creating purchase orders and submitting Monthly invoices
• Involved in Development of social media tool
• Upgradation of Lisa 1.0 to Lisa 2.0 Application
• Product testing before implementation.

• Managing of 8 types of monthly and daily analytics reports for global Social media of Aegis Ltd
• Create deck for different analytical clients
• Managing modometer of employee satisfaction tools, its development and implementation into Aegis Social Media analytics division.

• Worked as operation executive in Aegis Ltd for Fullerton India non-banking process & Airtel Postpaid collection process
• Knowledge of Voice, Data, Handsets, MNP, Broadband, VAS and various other products.