Rubi Yadav
Pune
Summary
Dynamic Bachelor of commerce graduate with 2 years of leadership experience in the BPO industry, specializing in people, client, and performance management. Seeking to leverage strong management skills and a passion for finance in a dynamic role within the finance industry, aiming to contribute to organizational success while furthering my knowledge and expertise in financial operations and management.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Team lead at business operations
EXl Services
01.2023 - Current
- Present SOD Performance , Plan vs performance with stake holders on daily basis and Handling client's
- Delivered AIM's idea with organization for process improvements
- Monitoring the dashboard to ensure service level goals are being met
- Worked as a Gatekeeper on SAP cloud for Thames Water to deliver customer query resolution
- Successfully managed a team of 50 operations staff, providing leadership and guidance to ensure efficiency, quality and productivity ,and coordinate lunch and break schedules
- Developed and implemented processes to ensure compliance with company policies and procedures
- Sought out opportunities to improve operational efficiency and reduce cost
- Collaborated with other teams to ensure seamless execution of operations
- Performed regular reviews of staff performance and provided feedback to ensure quality and standards
- Deliver process knowledge to Agents and new joinee's
- Worked with AI team for process transformation and successfully achieved
- Attended client visits and always be the part of conference meetings
- Established key performance indicators to evaluate performance and monitored staff performance against these indicators
- Collaborated with technical support staff to ensure customer service requests were addressed in a timely manner
- Analyzed customer feedback and implemented changes to improve customer service delivery
Education
Bachelor's - Commerce
Rashtrasant Tukadoji Maharaj Nagpur University
01.2022
HSC - Science
Saraswat Public School And Junior College, Saoner
Nagpur05.2018
SSC -
Saraswat Public School, Saoner
Nagpur06.2016
Skills
- Client and People Management
- Performance Management
- Advance in MS Excel
- Representation of data in PowerPoint
- Stakeholder management
- Coaching and mentoring
- Schedule management
- Process improvement
- Operations management
- Project management
- Performance improvement
- Complaint resolution
- Team supervision
- Account Payable and Receivable
- General Ledger
Certification
- Employee of the Year
- AI in Data Analytics
- Star of the year 2024
Activities
- Daily Huddle
- Representation of Performance to client
- Calibration Calls
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Timeline
Team lead at business operations
EXl Services
01.2023 - Current
Bachelor's - Commerce
Rashtrasant Tukadoji Maharaj Nagpur University
HSC - Science
Saraswat Public School And Junior College, Saoner
SSC -
Saraswat Public School, Saoner
Similar Profiles
Abhay MaheshwariAbhay Maheshwari
Consultant, Senior Consultant, Project Manager at EXL ServicesConsultant, Senior Consultant, Project Manager at EXL Services
DIVYA KAUR CHAUHANDIVYA KAUR CHAUHAN
B2B Procurement Operations Executive at EXL servicesB2B Procurement Operations Executive at EXL services
ADITI THAKURADITI THAKUR
Senior Executive in Resource Management at EXL ServicesSenior Executive in Resource Management at EXL Services
Sebastian Mauricio Gomez RodriguezSebastian Mauricio Gomez Rodriguez
Auditeur de primes (Anglais) at EXL ServicesAuditeur de primes (Anglais) at EXL Services
Amol Dilip WaniAmol Dilip Wani
Senior Specialist – Client Services Project Manager at NICE Interactive SolutionsSenior Specialist – Client Services Project Manager at NICE Interactive Solutions