Raj Hans Poddar
Deputy Manager (Operations)
NCR
Summary
With 4 years of experience in the BPO industry, am a customer service leader, operations expert and a proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
Overview
3
3
years of professional experience
7
7
years of post-secondary education
3
3
Certificates
2
2
Languages
Work History
Deputy Manager
Ocube
2023.06 - Current
- KPIs - LOB Shrinkage, Attrition, Productivity, Quality
- Handled back-end LOB to meet client exception in terms of Quality and Productivity
- Successfully Managing - Customer Experience, Application Support, Enhance Due Diligence and Sales LOBs of Process.
- Created and maintained strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
- Fostered culture of continuous improvement by encouraging employees to share ideas on how to enhance their roles or overall business operations.
- Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Conducted thorough market research to identify opportunities for expansion or improvement within industry landscape.
- KPIs - LOB Shrinkage, Attrition, Productivity, Quality
Assistant Manager Customer Care
Teleperformance
2022.09 - 2023.06
- JUMP Certified Assistant Manager Customer Care
- (Teleperformance training and certification program)
- Responsible for creating a positive teamwork environment where the team can support and maintain professional relationships with each other
- Drive and motivate the teammate to meet the hourly daily/monthly targets as planned and send reports to the manager on the targets achieved
- Capture the customer insights and share the same with the internal team; Provide regular MIS as required to the internal teams
- Reviewing the performance of the team members on a regular basis help them to improve their productivity and ensure the team members earn their incentives
- Monitoring and ensuring the team shrinkage is within the defined parameters
- Promotes a culture of quality by ensuring zero rude calls and misselling through constant call evaluations and feedback
- Regularly monitors attrition red flags and ensures the same is within the defined threshold
- Ensures adherence to organization policies by self and team
- KPIs - Shrinkage, Attrition, CSAT, FCR, Quality Score, NetSAT, Fatal, Login Hour, Productivity.
Subject Matter Expert
Teleperformance
2022.04 - 2022.08
- Responsible for giving real time support to team of technician to wrap up calls with high-end customer satisfaction under client AHT target of 15 Minutes
- Responsible for meeting client and internal KPI- CSAT, AHT, FCR, and CPA of a team
- Prompted as Acting Supervisor in July'2022.
Technical Support Executive
Teleperformance
2021.09 - 2022.04
- Worked as a Technical Support Executive and provided technical assistance to Norton Lifelock customers which has grown from a leading antivirus provider to one of the most comprehensive Cyber Safety platforms in the world
- Responsible to provide assistance of all technical concern regarding Norton and Lifelock product in all the major operating system (Windows, Android, MAC and IOS)
- Expert in achieving remarkable Customers Satisfaction percentage under highly dynamic and competitive operation environment
- After 4 months of my joining date got selected as Level-2 technician where I was responsible to handle escalated concern which was not in scope of front desk technician.
Customer Care Executive
Concentrix
2020.12 - 2021.09
- Handle inbound customer calls to assist with reschedule, refund, booking & cancellation for domestic and international flights
- Provided remarkable customer satisfaction by achieving 80% CSAT.
Education
Graduation - Geography
Ranchi University - Bachlor In Arts
Ranchi 2017.07 - 2020.05
High School -
Gossner College Ranchi
Ranchi 2015.07 - 2017.05
Middle School -
St. Xavier's High School - CBSE
Deoghar 2013.04 - 2015.05
Skills
SIX SIGMA
undefinedCertification
SIX SIGMA Yellow Belt, Teleperformance
Timeline
Deputy Manager
Ocube
2023.06 - Current
SIX SIGMA Yellow Belt, Teleperformance
2022-12
SIX SIGMA White Belt, Teleperformance
2022-11
JUMP Team Leader Certification, Teleperformance
2022-11
Assistant Manager Customer Care
Teleperformance
2022.09 - 2023.06
Subject Matter Expert
Teleperformance
2022.04 - 2022.08
Technical Support Executive
Teleperformance
2021.09 - 2022.04
Customer Care Executive
Concentrix
2020.12 - 2021.09
Graduation - Geography
Ranchi University - Bachlor In Arts
2017.07 - 2020.05
High School -
Gossner College Ranchi
2015.07 - 2017.05
Middle School -
St. Xavier's High School - CBSE
2013.04 - 2015.05
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