Abhinam Raj
New Delhi
Summary
A Passionate people leader with over 7 years of experience in customer service & people management, project & SLA Management, Operation Management. I worked with various projects & I have expertise in customer engagement & relationship management, service improvement, service delivery management, Project management, Vendor/ partner management & resource planning. Expertise in handling multiple LOBs across multiple clients.
Overview
7
7
years of professional experience
Work History
Assistant Manager of Operations
Concentrix
01.2022 - Current
- Led a team of 25 manpower in delivering exceptional customer service, consistently achieving and exceeding KPIs
- Ensuring company policies are followed
- Conducted regular team meetings, performance reviews, and coaching sessions to ensure continuous improvement
- Collaborated with management to develop and execute process improvement initiatives, resulting in a 8% increase in customer satisfaction scores
- Managed team schedules, attendance, and adherence to ensure optimal coverage and productivity
- Handled escalated client/ customer issues, ensuring timely and satisfactory resolutions
- Analyzed team performance data to identify trends and areas for improvement, implementing strategies to address gaps
Team Lead or Sr, SME Operation
Concentrix
01.2020 - 12.2021
- Supported the Team Leader in managing daily operations task and agents
- Assisted in training new hires and providing ongoing coaching to team members
- Monitored agent performance and provided feedback to help improve service quality and efficiency
- Assisted in creating reports on team performance and operational metrics for management review
- Facilitated team meetings and contributed to process improvement discussions
Representative Operation
Concentrix
07.2018 - 12.2019
- Delivered high-quality Product service
- Consistently met or exceeded performance metrics, including quality, AHT, Stacks as well as helping colleague
- Assisted in training new agents and shared best practices to enhance overall team performance
Education
B.sc - Chemistry Hons
Magadh University
01.2017
Skills
- Leadership Management
- Performance Management
- Resolving issue
- Data Analysis & Reporting
- Providing Glide path
- Delegation & expectation set
- Expectation setting
- Google Sheet & Slides
Accomplishments
- Recently awarded Rs 2000 for outstanding team performance in last quarter of 2024
- Recognized for achieving the highest People satisfaction scores 100%
- Waiting for result of my one innovative idea to the client which has crossed the level three checked & will soon convert into across the business process
Languages
English
Hindi
Personal Information
- Father's Name: Late Shambhu Prasad Gupta
- Mother's Name: Kiran Gupta
- Date of Birth: 07/27/96
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Timeline
Assistant Manager of Operations
Concentrix
01.2022 - Current
Team Lead or Sr, SME Operation
Concentrix
01.2020 - 12.2021
Representative Operation
Concentrix
07.2018 - 12.2019
B.sc - Chemistry Hons
Magadh University
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