Rajesh Pathak Email & Phone Number

London, England, United Kingdom

Ahmedabad

Overall management of the floor having hardcore voice sales process  Improve operational systems, processes and policies for better efficiency Supervise and manage day-to-day operations and teams  Developing, motivating and counselling my team to provide excellent performance and achieve better results Helping in Hiring people, Scheduling and conducting training's, coaching them in accelerating performance, reviewing their performance and helping management in decision making.  Was able to achieve the targets consistently  Timely orientation of the team through frequent briefings to ensure better performance  Conducted weekly and monthly meetings with the team to review performance Also took escalated supervisor calls

Baroda, Gujarat

 Improve operational systems, processes and policies for better efficiency Supervise and manage day-to-day operations and teams  Direct interaction with the customers and partners to give proper support, meeting their expectations and building relationship Was able to achieve KPI’s/SLA’s consistently  Create and execute project work plans and revise as appropriate to address changing needs and requirements. Ensured incidents and service request were managed effectively  Developing, motivating and counselling my leaders and the team to provide excellent performance and achieve better results Scheduling trainings/webinars for the Partners, customers as well as other departments on the product/new releases  Timely orientation of the team through frequent briefings to ensure better customer satisfaction  Introducing new processes and ensuring existing processes are being followed for better working of the department  Coordinating with different depts.. like documentation, data/E-catalogue, Sales, Sales Support etc., for smooth functioning of the processes and better customer satisfaction Managing customer projects to ensure timely completion of the projects and to customers satisfaction  Coordinating with the development team in prioritizing bug fixing through new releases Helping Sales team in closing sales by providing demos to specific customers  Conducted weekly meetings with the partners as well as reference customers to ensure that there are no pending issues

Ahmedabad, Gujarat

 Handling Post Implementation Support and Technical Support departments Meeting direct client’s (NRI doctors of USA) expectations by resolving their issues  Developing, motivating and counselling my leaders and the team to provide excellent performance and achieve better results Coordinating with different depts.. like Training, Recruitment, Quality, documentation etc., for smooth functioning of the processes Helped the recruitment team to hire quality people Timely orientation of the team through frequent briefings to ensure better customer satisfaction

Gandhinagar, Gujarat

 Independently handled 10 chat and voice accounts/campaigns (UK & US) independently with a team of over 100 people comprising Project Leads. Team leaders, Asst. Team Leaders, mentors and agents. Meeting client’s expectations by delivering consistent performance Handled hardcore sales programs and achieved results consistently Direct interaction with the client to give proper support and meeting client’s expectations Developing, motivating and counselling my leaders and the team to provide excellent performance and achieve better results Developed my leaders for their growth and created a bench of leaders for smooth functioning of campaigns Coordinating with different depts.. like Training, Recruitment, Quality, Accounts, IT, Reporting etc., for smooth functioning of the processes Helped the recruitment team to hire quality people Coordinated with the training team in imparting training to improve call quality and performance of the team Timely orientation of the team through frequent briefings to ensure better preparedness on their part and to pump-them up  Creating invoices on a monthly basis to be sent to different clients Designing of incentive plans for different campaigns

 Managed a team of 20 agents Handled hardcore Sales (Outbound), Customer Service (Inbound) and Order Entry Campaigns (Inbound) Timely orientation of the team through daily briefings to ensure better preparedness on their part for call handling, gave them feedback after monitoring their calls, shared my experience and skills with them, sales techniques and compliancy guidelines are met Held meetings with the team members, motivated and kept them energized and focused  Generated reports on a daily basis and reviewed our team position with the team and the management Also took calls, resolved customer’s problems, answered their questions courteously, sold products and built good rapport with them.Significant Highlights: Was always a top performer at the center level  5 times club winner (Award for best performance at the center level)

Bsc, Physics

Bachelor Of Science (B.Sc.), Physics