Summary
Overview
Work History
Education
Skills
Timeline
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Rakesh Shetty

Rakesh Shetty

Senior Manager Customer Service
Mumbai

Summary

Goal-oriented Customer Service Manager with 15 years of experience. Detail-focused and driven to help employees succeed in meeting and exceeding goals. Team player with exceptional listening and critical thinking skills. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

16
16
years of professional experience
3
3
years of post-secondary education

Work History

Senior Customer Service Manager

Threpsi Solutions PVT. LTD. (Pharmeasy)
Mumbai
09.2017 - Current
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Planning the infrastructure requirements like PRI / SIP, ILL bandwidth, server space, agent licenses etc at minimal cost to efficiently run the voice process
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Controlled resources and utilized assets to achieve qualitative and quantitative targets.
  • Exceeded team goals and collaborated with staff members to implement customer service initiatives.
  • Tracking the P&L of CS department to ensure the cost is under control.
  • Automation to reduce customer interaction through self serve and IVR implementation
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Directed team of 16 supervisors and managers to enhance across-the-board customer support and better meet company service demands.

Customer Service Manager

Reliance Communications (RISPL)
Mumbai
01.2016 - 08.2017
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Responsible for Customer service delivery – South Region Contact Center & Back Office
  • Supervised Partners and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Co-ordination with partners on day-to-day operational activities
  • Forecasting of volumes & ensuring that adequate manpower is in place at partner locations

Deputy Manager Customer Service

Vertex Customer Solutions India Private Limited
Mumbai
09.2014 - 12.2015
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Controlled resources and utilized assets to achieve qualitative and quantitative targets.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Monitored customer service operations to assess agent performance and provide feedback.
  • Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
  • Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Resolved concerns with products or services to help with retention.

Assistant Quality Manager

Reliance Communications Infrastructure Limited (BPO Division)
Mumbai
08.2006 - 08.2014
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Updated quality control standards, methods and procedures to meet compliance requirements.
  • Managed and archived quality documentation and participated in internal and external quality audits.
  • Devised specifications for processes.
  • Increased customer satisfaction through adherence to quality standards and customer requirements.
  • Improved quality processes for increased efficiency and effectiveness.
  • Evaluated quality problems and performed assessments to identify and resolve issues.
  • Liaised with HR manager to organize and perform quality standard training for new and existing staff.
  • Co-ordinate with cross functional team to successfully drive quality metrics across the floor.

Education

Bachelor of Commerce -

Ambernath College of Commerce
Mumbai
05.2000 - 03.2003

Skills

    Problem-solving skills confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations motivational skills and an ability to supervise and lead a team of customer service assistants creative thinking, to be able to come up with new ideas to improve customer service standards

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Timeline

Senior Customer Service Manager

Threpsi Solutions PVT. LTD. (Pharmeasy)
09.2017 - Current

Customer Service Manager

Reliance Communications (RISPL)
01.2016 - 08.2017

Deputy Manager Customer Service

Vertex Customer Solutions India Private Limited
09.2014 - 12.2015

Assistant Quality Manager

Reliance Communications Infrastructure Limited (BPO Division)
08.2006 - 08.2014

Bachelor of Commerce -

Ambernath College of Commerce
05.2000 - 03.2003

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Rakesh ShettySenior Manager Customer Service