Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Richa Agarwal

Customer and client servicing
Gurgaon

Summary

Results-oriented business leader with 12 years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Offering ability to leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Demonstrated ability to streamline processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.

Overview

23
23
years of professional experience
2
2
Certifications
2
2
Languages

Work History

Manager Operations

Startek
Lucknow
11.2023 - Current
  • Team Management: Overseeing the daily operations of the team, including team leaders and agents. Ensuring staffing levels are adequate and managing team performance.
  • Process Improvement: Identifying areas for process improvement and implementing strategies to enhance efficiency and productivity. This includes streamlining workflows and adopting new technologies.
  • Client Management: Serving as the primary point of contact for clients, ensuring their needs are met and resolving any issues or escalations. Maintaining strong client relationships to ensure satisfaction and retention.
  • Performance Monitoring: Tracking and analyzing key performance indicators (KPIs) to ensure targets are met. Preparing regular reports on operational performance and implementing corrective actions as needed.
  • Quality Assurance: Ensuring high standards of service quality and compliance with client requirements and industry standards. Conducting regular audits and reviews to maintain quality.
  • Training and Development: Overseeing training programs for new hires and ongoing development for existing staff. Ensuring that all team members are up-to-date with the latest processes and technologies.
  • Strategic Planning: Contributing to the development and implementation of strategic plans to drive business growth and improve operational efficiency.
  • Risk Management: Identifying potential risks to operations and implementing measures to mitigate these risks. Ensuring compliance with legal and regulatory requirements.
  • Customer Service Excellence: Ensuring that the team delivers exceptional customer service, meeting or exceeding client expectations. Handling high-level customer complaints and issues

Manager Operations

Trueblue (US Recruitment)
Gurgaon
11.2021 - 03.2023
  • Devised processes to boost long-term business success and increase profit levels.
  • Advanced productivity KPIs by leading trainings on procedures and safety practices.
  • Established positive and effective communication among unit staff and organization leadership.
  • Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
  • Developed and implemented high-quality work environment as measured through employee satisfaction rating.
  • Supported regulatory compliance by overseeing all audits to verify protocol adherence.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Managing business operations to meet SLAs/ALs and NPS.
  • Ensure to achieve the desired Client KPIs throughout and align team to deliver the required results.
  • Responsible for direct client communication in terms of any deliverables asked and demanded by client.
  • Manage and assign shift throughout the week. Hold team meeting regularly with the direct reports.
  • Ensures that process operates efficiently according to client and company measures.
  • Document and communicate system and process gaps. Weekly Client reviews and MBRs.
  • Preparing client reports Daily/Weekly/Monthly.
  • Responsible for revenue generation of assigned process and span and achieve the desired Efficiency and productivity as per targets.

Manager Operations

Teleperformance
Chandigarh
10.2016 - 10.2020
  • Managing a process with 2 AMs, 9 TLs, 180 agents for regular business operations.
  • Devised processes to boost long-term business success and increase profit levels.
  • Advanced productivity KPIs by leading trainings on procedures and safety practices.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
  • Formulated processes to improve assistance to support groups, resulting in reduction of downtime and financial loss.
  • Developed and implemented high-quality work environment as measured through employee satisfaction rating.
  • Supported regulatory compliance by overseeing all audits to verify protocol adherence.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Managing business operations to meet SLAs/ALs and NPS.
  • Ensure to achieve the desired Client KPIs throughout and align team to deliver the required results.
  • Responsible for direct client communication in terms of any deliverables asked and demanded by client.
  • Manage and assign shift throughout the week. Hold team meeting regularly with the direct reports.
  • Ensures that process operates efficiently according to client and company measures.
  • Document and communicate system and process gaps. Weekly Client reviews and MBRs.
  • Preparing client reports Daily/Weekly/Monthly.
  • Responsible for revenue generation of assigned process and span and achieve the desired Efficiency and productivity as per targets.

Assistant Call Center Manager

Teleperformance
06.2015 - 09.2016
  • Managing a group of 6 teams and heading 80 agents for regular business operations.
  • Heading 6 major business tracks/processes.
  • Managing business operations to meet SLAs/OLAs and CSAT.
  • Handling regular and defined Quality checks and conducting Audits.
  • Ensuring benchmarking and milestones for operations and tracking the currents status of the same.
  • Recently move to outbound process and also managing/tracking the sales target as per norms and regulations of business.
  • Direct Client interaction.
  • Preparing client reports daily/weekly/monthly.
  • Weekly performance review with the clients.

Assistant Manager Customer Care

Teleperformance
09.2008 - 05.2009
  • Responsible for mentoring/grooming the agents on floor in the morning shift, Team size of 12 CSA's.
  • Responsible to manage all the process & team related KPI's.
  • Data analyzing and also working towards the process KPI's i.e SLA and Abandon.
  • Conveying the client requirements to the team with regards to the process.
  • Attaining daily, weekly and monthly targets specified by the process.
  • Following TOPS on the floor as it is the most important part of Tele performance.

Team Leader -Operations

Aegis BPO Services
07.2007 - 09.2008
  • Responsible for mentoring/grooming the agents on floor in the morning shift, Team size of 28 CSA's.
  • Responsible to manage all the process & team related KPI's.
  • Morning Shift In charge and SPOC for briefing the process to the entire team.
  • Conveying the client requirements to the team with regards to the process.
  • Attaining daily, weekly and monthly targets specified by the process.
  • Providing the feedback to the process manager at the end of the day.

Unit Manager

ICICI Prudential Life Insurance Company
Delhi
07.2004 - 06.2007
  • Responsible to hire the executives to sell insurance for the company. During this process the executives has to go through the IRDA exam.
  • Responsible for training the executives on all the insurance products of the company. 'Service to Sell (S2S)' was the concept which was been followed here.
  • Managed team strength of 30 executives.

Incident Manager

EXL Service
07.2002 - 05.2004
  • Responsible to take inbound calls and make outbound calls and do Customer Service.
  • Responsible to look after the fraud and recovery claims of the process.

Education

High School Diploma -

CMS Inter College
Lucknow
06.2002

Intermediate - Commerce

CMS Inter College
Lucknow
06.2002

Bachelor Of Commerce - Commerce

Lucknow University
Lucknow
06.2007

Master Of Business Administration - Hr. and Marketing

Uttar Pradesh Technical University

Skills

Certification

Jump certified

Accomplishments

  • In 2021 got promoted as Manager Operations as being a STAR performer.
  • Got promoted to ACCM in 2016 for consistent performance throughout the year.
  • Handled different Projects/LOBs and have assigned new roles and responsibilities.
  • Have received multiple appreciations within the business and from clients for managing regular operations and business critical escalations.

Timeline

Manager Operations

Startek
11.2023 - Current

Manager Operations

Trueblue (US Recruitment)
11.2021 - 03.2023

Manager Operations

Teleperformance
10.2016 - 10.2020

Assistant Call Center Manager

Teleperformance
06.2015 - 09.2016

Assistant Manager Customer Care

Teleperformance
09.2008 - 05.2009

Team Leader -Operations

Aegis BPO Services
07.2007 - 09.2008

Unit Manager

ICICI Prudential Life Insurance Company
07.2004 - 06.2007

Incident Manager

EXL Service
07.2002 - 05.2004

Master Of Business Administration - Hr. and Marketing

Uttar Pradesh Technical University

High School Diploma -

CMS Inter College

Intermediate - Commerce

CMS Inter College

Bachelor Of Commerce - Commerce

Lucknow University

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Richa AgarwalCustomer and client servicing