Rakesh Thakur
Hyderabad,TG
Summary
PMP Certified SaaS Enthusiast with over 16+ years of experience in Customer Success/Service, Operations, Process and Project Management, Service Delivery across SaaS, Telecom, Banking, E-Commerce and Insurance domains. Driving Churn, Revenue and Customer Experience across verticals. Leveraging Automation to optimize and drive efficiency at all levels. Build and Develop robust processes to remove redundancy and achieve sustainable large scale outputs. Develop a strategical approach for building long term scalability and efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director of Services
Highspot
03.2024 - 09.2024
- Successfully expanded the Implementations, Support, and Customer Success teams from 5 to 32 members within 6 months.
- Developed and tracked various key performance indicators (KPIs) for the team and seamlessly transitioned US processes to our operations in India
- Assigned duties or work schedules to employees for adequate shift coverage.
- Hired, developed, motivated and retained top talent.
- Drove financial performance through productivity analysis, contract terms, and resource planning.
- Took entrepreneurial approach to enable technical expertise of customer services organization.
- Developed strategies to avoid customer escalations.
Director of Customer Success
CEIPAL Software
10.2015 - 04.2019
- Managing the Implementation and Customer Success Vertical for CEIPAL with the span of about 120+ resources
- Driving Client Relationship through various interventions
- Responsible for managing the NRR through various interventions
- Churn Management and Revenue from existing clients and new client acquisition
- Adoption for Digital Adoption and Client Success tool to bring in efficiency
- Implemented systems and procedures to increase client experience and incremental revenue
- Cross Site Management, Cross Vertical Management
- Increased profits through providing excellent customer service, following established guidelines and auditing reports
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits
- Orchestrated successful promotional strategies, boosting revenue 24%.
Manager - Operations
Epiq Global
10.2019 - 02.2020
- Spearheading a Span of 80-100 heads with 5-6 Team Leads and driving productivity
- Driving compliance as the company deals with Legal Solutions
- Steering the productivity of 50-60 per head/day and Quality of 10 Calls per day
- Heading end-to-end process, people, and stakeholder and customer management for driving change
- Responsible in Process Transition from US to India (Mirroring, Hiring, Training, Onboarding and Productivity)
- Responsible for Workforce planning, shrinkage and SLA deliverables
- Designing training models in coordination with the Training Department for enhancing operational efficiency leading to increased productivity; conducting awareness & training sessions
- Setting Key Performance Indicators for the team
- Ensuring strict adherence to contractual SLAs for enabling service delivery as per client expectations; exhibiting basic understanding of the risk and liability factors associated with process to ensure that performance does not lead to risks or liabilities for firm/ client Mapping processes like scorecard, compensations & developing Standard Operating Procedure for the division/ work- groups
- Applying broad understanding of the client business and key metrics to enhance effectiveness of process.
Team Manager
Amazon.Com
06.2011 - 10.2015
- Led a team of 60-80 agents with 3-4 Team Leads who managed seller queries
- Headed a team that delivered seller experience and end-to-end resolution of seller issues and deliver World-Class Seller Experience; helped the sellers onboard at amazon.in platform (Self Service Registration)
- Managed the SLA and quality of interaction; conducted weekly reviews with the Team Leads on the performance metrics
- Prepared POA/PTG's for Sr Leadership for reviews while liaising with various stakeholders
- Pioneered success in the implementation of new projects and site setup for Amazon India business in 2 sites
- Acted as sole POC for the entire seating/ planning/ seat utilization for the site
- Engaged in Site Level Projects on Seat Optimization which envisaged better utilization of seats from 1.2 to 2.
Deputy Manager Band II
ICICI Bank, NRI Services
01.2007 - 04.2009
- Managing the NRI Vertical for ICICI Bank, driving various Key Metrics for the vertical like CSAT, Revenue, Customer Success
- Collaborated with team members to achieve target results
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
- Applied customer feedback to develop process improvements and support long-term business needs.
Team Leader
SITEL India Ltd
- Managed the Sales Team for ICICI Lombard for Travel/Health Insurance Sales
- Also was apart of Bell Canada Process as an Associate
- Built strong relationships with customers through positive attitude and attentive response
- Mentored and guided employees to foster proper completion of assigned duties.
Education
MBA - Marketing
Graduate - undefined
Skills
- Customer Retention Strategies
- Process Improvement
- Strategic Planning
- Hiring and Training
- Attention to Detail
- Problem-Solving
- Managing Operations and Efficiency
- OPERATIONS MANAGEMENT
- PROCESS IMPROVEMENT
- TEAM MANAGEMENT
- CLIENT RELATIONSHIP MANAGEMENT
- CUSTOMER SUCCESS
- PROJECT MANAGEMENT
- AGILE
- AUTOMATION
- EFFICIENCY
Languages
English
Hindi
Telugu
Professional Highlights
- Scaled the team from 30 to 120+ in a span of 18 months in CEIPAL with various Support, Ops Teams. Built Efficiency within the processes through automation. Moved the Incremental Revenue from $5000 to $39000 in 21-22 in CEIPAL. Maintained Churn at Less than 10% at CEIPAL, much below the Industry benchmark of 15% even at a 100% increase in number of clients added. Merit of Rated Top Quartile for Amazon. Got an opportunity to travel overseas basis performance with Amazon.
- Conferred with Customer First Award in ICICI Bank for 2 consecutive quarters- One of the most prestigious awards in ICICI Bank.
Certification
- PMP - Project Management Professional
Software
Salesforce
HighSpot
Totango
Tableau
FreshDesk
ZenDesk
ATS
Timeline
Director of Services - Highspot
03.2024 - 09.2024
Manager - Operations - Epiq Global
10.2019 - 02.2020
Director of Customer Success - CEIPAL Software
10.2015 - 04.2019
Team Manager - Amazon.Com
06.2011 - 10.2015
Deputy Manager Band II - ICICI Bank, NRI Services
01.2007 - 04.2009
Team Leader - SITEL India Ltd
Annamalai University - MBA, Marketing
Osmania University - Graduate,
- PMP - Project Management Professional
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