Gajendra Rawat Email & Phone Number

India

Noida, Uttar Pradesh, India

Gurgaon, Haryana, India

Gurgaon, Haryana, India

. Leading the Customer Service department for Email Services. Developing and deploying the Client's Service Excellence framework to ensure optimum results. Identifying key opportunities, leverage points and expectations in the user journey experience to achieve customer satisfaction. Setting performance standards to meet service goals.. Tracking and evaluating team performance against key operating metrics. Handholding and handshaking with partner departments… Show more . Leading the Customer Service department for Email Services. Developing and deploying the Client's Service Excellence framework to ensure optimum results. Identifying key opportunities, leverage points and expectations in the user journey experience to achieve customer satisfaction. Setting performance standards to meet service goals.. Tracking and evaluating team performance against key operating metrics. Handholding and handshaking with partner departments to strengthen and modify the processes . Partnering with the management team to align customer service department policies and systems with objectives Show less

New Delhi Area, India

Gurgaon, India

Gurgaon, India

• Managing customer services team and guide the team to deliver exceptional customers services.• Define and grade the relevant customer order amendments and grievances with proper time based escalation within the organization and suggest the improvement plan to higher management.• Responsible to strengthen the communication channel through effective customer services team to deal courteously with customers by telephone, email, chat or any other sources• Find ways to measure customer… Show more • Managing customer services team and guide the team to deliver exceptional customers services.• Define and grade the relevant customer order amendments and grievances with proper time based escalation within the organization and suggest the improvement plan to higher management.• Responsible to strengthen the communication channel through effective customer services team to deal courteously with customers by telephone, email, chat or any other sources• Find ways to measure customer satisfaction levels and improve the deliverables throughout the organization• Improve customer service experience, create engaged customers and thereby contribute to organic growth• Coordinate issuing of refunds, product replacements etc to customers.• Continuously work towards improving customer support & service procedures, policies and standards for the organization; recommend changes in processes, policies & procedures if required.• Costing ,Budgeting and Resource management• Designing Processes flows and Implementation with set target and deadlines• Responsible for designing and implementing of training and coaching plans for the exceptional growth.• Create an environment facilitative of high performance, optimal stress and fun (leading to lower attrition)• Coach team members regarding their performance and suggest and implement corrective actions as required.• Responsible for Controlling attrition• Coordinate with support functions for recruitment/ on boarding/ training• Responsible for end-to-end service delivery process and responsible for overall SLA delivery of the center.• Effectively resolve complexities that may arise due to multi-functional (Quality, Training, Operations) team interactions within the center• Ensuring quality and training initiatives are running in tandem with the operations functions Show less

Okhla New Delhi

As an Operations Manager I am responsible to handle a span of more than 350 staff. • Operations Management: Providing direction, motivation & training to the sales and Customer services team for ensuring optimum performance and enhancing their professional and soft skills.• MIS Management & Reporting: To review Dashboards and MIS adherence and reporting metrics. Participating with the Director Operations in the Business Planning, Process Budgeting, Budget monitoring & providing… Show more As an Operations Manager I am responsible to handle a span of more than 350 staff. • Operations Management: Providing direction, motivation & training to the sales and Customer services team for ensuring optimum performance and enhancing their professional and soft skills.• MIS Management & Reporting: To review Dashboards and MIS adherence and reporting metrics. Participating with the Director Operations in the Business Planning, Process Budgeting, Budget monitoring & providing periodic reports on achievements / follow up.• Client Relationship Management: Managing customer operations and ensuring customer satisfaction by achieving delivery timelines and service quality norms.• Team Management & Compliance: Managing the performance of the team & adherence to SLA. To define deliverable & measure accomplishment of the same by means of a scorecard. Training, developing and motivating subordinates. Manage and control attrition rate.• Systems Development & Planning: Identifying opportunities and developing effective systems to enhance operational efficiency.• Identification of process gaps and continuous improvement. • Driving C-Sat to improve the Quality and user experience Show less

Gurgaon, India

 Ensure high levels of customer satisfaction by delivering quality and meeting SLA Motivate, manage and develop staff to ensure all productivity goals, quality requirements and deadlines are met, prioritizing tasks and resources as necessary. Proactively resolve operational issues and coordinate activities and processes with other business/operational segmentsIndependently managed Internal Risk & Compliance Carry out periodic analysis of team output data and conduct RCA to… Show more  Ensure high levels of customer satisfaction by delivering quality and meeting SLA Motivate, manage and develop staff to ensure all productivity goals, quality requirements and deadlines are met, prioritizing tasks and resources as necessary. Proactively resolve operational issues and coordinate activities and processes with other business/operational segmentsIndependently managed Internal Risk & Compliance Carry out periodic analysis of team output data and conduct RCA to arrive at corrective action plans at individual and group level Process/Project management to prioritize and distribute workload as per client SLA expectations and ensure multi-level tracking and follow-up of pending/ageing work Work closely with Bharti Circle team to ensure smooth functioning of Business Conduct account reviews and performance reviews periodically Ensure strong people management practices and develop & execute on retention/ recruitment strategies Identification of learning and development needs aligned to the evolving organization unit Coordinate with functions like Recruitment, Training and Technology to ensure implementation timelines are met“Bifurcation of KPI’s as an Assistant Manager”Process Management:• Service Delivery – managing process SLA• Identify, provide resources and lead process improvement initiatives/projects• Audit and sign-off SOPs• Performance reviews with operation managerPeople Management:• Foster teamwork and collaboration• Employee Engagement – buddy alignment for new hires, management connect, communication campaigns for top performers• Reward and Recognition programs• Fun-At-Work activities• Identify and co-ordinate learning and training requirements of the team• Employee Development - counseling for performance and capability building in conformance with business goalsAttrition Management:• Lead retention strategy/plan for the account• Manage attrition at micro level – connect with attrition RYG Show less

Delhi

• Voice based customer support (for HP) gathering information from the customer and create database.• Checking the warranty status of the different computing devices i.e. (Computer, Scanner, Printers) of HP. Determining the software or the hardware problem and according to that providing with the different options to provide the services to the customers.

Senior Secondary, Commerce

Higher Secondary, Higher Secondary