Rakesh Savulla
Mumbai
Summary
Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving and abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects.
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
6
6
years of professional experience
Work History
Support Manager
Boom Games Pvt Ltd
10.2018 - Current
- Domains Expertise - Chat , Emails & Calls .
- Making sure everything completes on given TAT Time.
- Making Roaster weekly as per operational need.
- Taking Team Meets on Weekly Basis to know the issues and fix it Feedbacks for agents on Interaction with Customers
- Weekly PPT presentation with management
- Quality Auditing - Chat & Calls
- Improvement program for C-Sat & Quality Score
- Handling AHT time on Chat & Calls.
- Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
- Assigned work and monitored performance of project personnel.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Minimized staff turnover through appropriate selection, orientation and training.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Initiated new projects that resulted in increased productivity across all departments.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Implemented new technologies to streamline operations, reduce costs, and improve customer service.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Developed annual goals for each department based on market trends and competitor analysis.
- Organized special events such as conferences or training sessions for employees.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Recruited and hired qualified candidates to fill open positions.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Entered time and attendance logs in preparation for payroll.
- Conducted quality, timely performance feedback and performance appraisals.
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
- Maintained adequate staffing to meet objectives within budget.
- Created training modules and documentation to train staff.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed completed work to verify consistency, quality and conformance.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Created and managed budgets for travel, training and teambuilding activities.
Senior Customer Relation Officer
PEOPLE INTERACTIVE PVT LTD (SHAADI.COM)
- Handling Queries of All ABRAOD COUNTRIES
- Countries like USA, UK, CANADA, AUSTRALIA, and other Abroad Countries
- Was the BACK UP for the NIGHT SHIFT
- Manage large amounts of incoming CHATS
- Our AIM was to please customers and ensure their peace of mind when using our product
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution Keep records of customer interactions, process customer accounts and file documents
- Provide accurate, valid and complete information by using the right methods/tools
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Follow communication procedures, guidelines and policies Take the extra mile to engage customers The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction
Sr Tele caller/ Account manager
SAI ESTATE CONSULTANTS
- Have to call the clients and explain them about the property and convince them to visit the site office and get the deal done
- Was Appointed as Senior Agent to look after in the absence of Team Leader
- Used to give Training to new employees about the product
- REAL ESTATE COMPANY Within 8 months I have closed 12 Deals.
Education
B.COM -
Pune University
S.S.C -
Maharashtra University Board
H.S.C -
Maharashtra University Board
Skills
- Workforce Management
- Strategic Planning
- Performance Management
- Operations Management
- Staff Development
- Expense Tracking
- Lead Generation
- Project Management
- Staff Management
- Time Management
- Performance Evaluations
- Customer Relationship Management (CRM)
- Complex Problem-Solving
- Team Leadership
Accomplishments
- Always Achieved Business Goal OKR & Target .
- Awarded for Best Customer Delight
Personal Information
- Date of Birth: 08/17/90
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Marathi
- Hindi
- Telugu
Hobbies and Interests
- Watching Movies on OTT Platform
- Playing Cricket
- Watching Cricket
Languages
Telugu
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Mara
Intermediate (B1)
B1
Expertise In Third Party Tool
- Zendesk - Chat Tool
- Ameyo - Calling & Email
- Keka - Payroll
- Yellow Ai - Chat
- Authbridge - KYC
- IDFY - KYC
Customised Multi Langauge Inbound IVR Flow
- Language new flow for the Inbound IVR with multi Language .
- Auto Call back feature for all the missed calls
- Call Back time auto scheduled.
- Customised Reports
Build Chat Bot Flow
- Designed complete New Chat BOT Flow for the new product which we launched .
- FAQ with Content.
- More than 70% queries use to get resolved by the BOT itself .
- Training of new tool to all agents .
- Used API Calling for the Automation .
Timeline
Support Manager
Boom Games Pvt Ltd
10.2018 - Current
Senior Customer Relation Officer
PEOPLE INTERACTIVE PVT LTD (SHAADI.COM)
Sr Tele caller/ Account manager
SAI ESTATE CONSULTANTS
B.COM -
Pune University
S.S.C -
Maharashtra University Board
H.S.C -
Maharashtra University Board
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