Ritesh Kumar Jain Email & Phone Number

Hyderabad, In

Hyderabad, Telangana, India

* Operations Manager- Managing 3 Assistant Managers and 10 Team Leads with an overall span of 150 plus in a Customer Service department- International Voice Process * Representing the program in Business Reviews and doing stakeholder management. Maintaining track of all pending/open items and sharing change management updates* Key member of the Talent Acquisition team for both internal promotions & external hiring* Performance & Metrics Management: Delivery of service level components, quality and productivity targets & indicators for particular market. Monitoring, coaching and providing feedback to agents. Shrinkage and attrition management.* Ensuring optimal productivity and utilization of resources Overseeing and reviewing escalations* Creating reports, analysing and interpreting data

Hyderabad, Telangana, India

* Training clients to use I-9 tracker product to meet their objectives

Hyderabad, Telangana, India

* Managing 3 Team Leads and 6 pod leads with an overall span of 60 plus (Sales & Optimization) to boost quarter on quarter revenue* Stakeholder & Performance Management* Key member of the interview panel for promotions to Team Lead, Pod Lead and QA positions* Project Coordinator for the Attrition Project

Hyderabad, Telangana, India

* Managing a team of 15 plus associates which worked as a contact point for customers* Ensured green card for all accounts in terms of performance, quality and escalations* Conducted 100+ interviews for associate level hiring- walk ins and campus selection* Responsibilities included regular invoicing and resource allocation to ensure achievement of operational sales targets through proper strategy and planning* Collaborating closely with various stakeholders to proactively identify and resolve issues by providing innovative solutions

Hyderabad Area, India

*Managing a team of 30 plus associates for Amazon Australia Retail – Chat and Email operations*Promoted as a part of the launch team for Amazon Australia Customer Service team*Ensured that the team consistently met their daily, monthly, quarterly operational metrics*Collaborated with various teams such as engineering and policy to ensure closure of projects*Drove continuous improvement culture to eliminate barriers to improve productivity and quality*Ensured all SLA parameters were met and no major non-compliance issues were cited in audits*Lead staff meetings and owned the creation and dissemination of various reports to senior management

Hyderābād Area, India

*Supported new hires as part of the NHO team and ensured a smooth transition to Operations*Collaborated with multiple stakeholders such as IT, Payroll teams to provide support to the new hires*Designed and delivered training activities for 150+ new hires, overseas trainers, OMs and PMs*Customized existing training modules and developed action plans for subpar associates

Hyderabad, Telangana, India

*Promoted from Transaction Risk Investigator to Senior Transaction Risk Investigator in 2016*Part of a core 5 member team to initiate a project to launch A to Z Guarantee Claims*Handled highest numbers of escalations for India Claims Team- Risk investigation frauds

Hyderabad Area, India

*Part of 5 member core team which launched A- To- Z Guarantee Claims in India*Worked on cases to identify fraud*Helped in setting up various SOPs for India Operations

Hyderabad Area, India

*Served as a point of contact between the client and the team for implementation-related incident*Handled escalations for APAC region for advertisers' accounts

Hyderabad Area, India

*Managed optimization project for APAC region

Kanpur Area, India

*Distributor & dealer for household & industrial pumps with authorized service centre*End to End team management- team of 10 members comprising of sales & technical staff

Lucknow, Uttar Pradesh, India

*Handling B2B sales for products ranging from Desktops to Hardware & Software Solutions*Building personal rapport by resolving customer issues post sales

B.E., Mechanical Engineering, 8.4 Gpa

Activities and Societies: Selected through campus interview in HCL Infosystems Ltd.B.E.

Intermediate, Science

Intermediate