K.N. RAJA
Customer delight manager
Hyderabad
Summary
.
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
22
22
years of professional experience
3
3
Languages
Work History
Manager Operations
Policy Bazaar
05.2024 - Current
- Responsible for Term Insurance contact centre for Hyderabad
- Head count -220 advisors , 4 assistant managers
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Developed comprehensive training programs for staff, enhancing team performance and skill sets.
- Implemented risk assessment procedures to minimize potential disruptions across all areas of operation.
- Improved overall productivity with the introduction of innovative process improvement initiatives.
- Led cross-functional teams to achieve company goals, fostering collaboration and communication.
Manager-Customer Delight
PHARMEASY
02.2021 - 11.2021
- Managing the Entire Inbound and a part of the Written Communication Team with an avg volume at 15000 interactions / day
- Span of control -90 advisors (3 team leads and 2 Assistant Managers)
- Process Excellence Team (Repeat Caller Dashboard, Order/Contact Ratio Reduction)
- 75000 orders shipped daily with an average ticket size at Rs 1500
- Designated as a GRIEVANCE OFFICER for PharmEasy (Name updated on the website)
- Responsible for preparing SOP’s, Process Excellence and RCA mechanism for all TAT breaches
- Well versed with Cloud based and Physical server Telephony CRM
- Hands on Experience on Freshdesk, Sales Force and Right Now
- Responsible for Key customer metrics like NPS, Csat and Repeat Caller Dashboard
- Was a part of Process Excellence Team (Restructuring of all the existing Processes)
- Primary Objective of Process Excellence: Scalability with 10x volumes
- Was instrumental in defining the key metrics and in turn the APR(Agent Performance Report)
- Responsible for Hiring and appraisals
- Defining process level issue and sub-issue type to improve FCR resulting in reduction of cost per contact
- Was responsible for maintaining the overall service levels and also an abandon rate of less than 2%
- Creation of Process Flow charts which helped in identifying the Current Process and Proposed Process
- Responsible for all the customer escalations related to Social Media, Twitter and Mouthshut reviews with RCA
Manager-Customer Service (Contact Centre)
Global University Systems ( GUS LLP)
06.2019 - 11.2020
- Responsible for Customer service and Sales for Webster, Florida and UCA universities
- Well versed and thorough expertise on CRM’s like Sales Force, Fresh Desk , Lead Square etc
- Handling the Entire Customer Service Piece for Webster and Florida Universities in the US
- Inbound-Phone, Chat, Email
- Outbound
Manager-Customer Success Team
Bluestone
01.2015 - 08.2018
- Span of Control ( 2 Assistant Managers,100 Associates)
- Responsible for overall revenue target, conversion, NPS and CSAT
- Managing the entire customer support operations for Bluestone
- Inbound-Phone, Chat, Email
- Outbound – Dying cart, Cod confirmation, COD dispatch
- Was taking care of the Social Media Escalation Team and Escalation desk
- Was responsible for increasing the conversion from 9% to 18% in a span of 8 months
- 60 % of the total sales of Bluestone generated from the Customer Support end
- Handling the Home-Try-on Service operations for Bluestone with about 150 appointments on a daily basis resulting in 1.7 cr sales for October
- Process excellence and modifying the current processes for better scalability and efficiency
- Responsible for NPS and Csat for Bluestone
Assistant Manager- Customer Service
Flipkart Internet Pvt Ltd
06.2011 - 09.2013
- Span of Control ( 5 Team Leads, 10 Supervisors, 100 associates)
- Managing the Entire Call centre operations ( Inbound and Outbound)
- Tracking of Key metrics like CSAT and NPS
- Was taking care of the Social Media Escalation Team and Escalation desk
- Cognizant about the order management life cycle for JIT and inventory orders
- Handling the Complete onboarding of Market place sellers
- Worked for the logistics process for a period of 6 months managing the entire NDR and RTO flows
- Transitioned and managed the entire Pan-India Forward and Reverse logistics process for returns and refunds
- Managing Client Vendor Relationship (Market Place-Seller Support)
- Instrumental in the initial call centre set up at Flipkart (PRI lines)
- Was responsible for various capacity planning models to enhance better occupancy and utilization
- Was a part of Process Excellence Team (Restructuring of all the existing Processes)
- Primary Objective of Process Excellence: Scalability with 10x volumes
- Was responsible for maintaining the overall service levels and also an abandon rate of less than 2%
- Was instrumental in defining the key metrics and in turn the APR(Agent Performance Report)
- Conducting Appraisal and Performance reviews and deliver consistent feedback
- Responsible for the end-end recruitment, training and coaching
- Responsible for End-End process flows in the order life cycle(packed, dispatched and shipped)
- Was handling the WFM bit as an additional responsibility
- Defining process level issue and sub-issue type to improve FCR resulting in reduction of cost per contact
- Was responsible for maintaining the overall service levels and also an abandon rate of less than 2%
- Creation of Process Flow charts which helped in identifying the Current Process and Proposed Process
- Responsible for all the customer escalations related to Social Media, Twitter and Mouthshut reviews with RCA
- Well versed with all the internal applications of AVAYA and Ameo
Team Lead ( Operations)
Smart Trade Financial Services ( Motilal Oswal)
12.2006 - 05.2011
- Passed NCFM exams in capital and derivatives modules
- Span of Control-60 analysts
- Primary focus on Sales and RMS (Risk Management System)
- Was instrumental in the formation of a sales team which informed the customers about MTM and debit requirements
- Implemented various break even analysis models
- Extensive market research in finding out client requirements
- Organizing various marketing campaigns and create awareness about the product
- Responsible for the smooth functioning and activation of new demat accounts
- Fetching the data from the back office and updating the client transactions on a daily basis
Team Leader
IVY COMPTECH PVT LIMITED
07.2003 - 11.2006
- Client: Party Gaming
- Process: Payments and Resolutions
- Average span of control-30 associates (including an ATL, 2 Process Specialists)
- Worked as a Team Lead with Collections for 2 years
- Worked with Neteller, Epassporte, Firepay and various other cashout options
- Exceeded monthly target of $100000 on a consistent basis
- Was responsible for increase in the shift productivity
- Conducting performance appraisals every 6 months and regular monthly feedbacks for associates and assistant team leaders
- Was instrumental in planning the Capacity Model by using extensive market research tools
- Preparing weekly & monthly targets for the Team
- Evaluation of calls taken by associates and giving them a constant feedback
- Hold daily huddles with the team on various process related topics
- Handle weekly meetings with team to give feedback and prepare a plan of action to come up with the best results
- Was awarded the “Team leader of the quarter “ for maximum retention
- Was awarded the best quality driver for the year 2005
- Participated in the programme on leadership development and appraisal training
- Received number of client & customer compliments
Education
Bachelor of Commerce -
IASE
Skills
Operational excellence
Business analysis
Organizational development
Workforce planning
Accomplishments
- Was awarded the 'Team leader of the quarter' for maximum retention
- Was awarded the best quality driver for the year 2005.
- Participated in the programme on leadership development and appraisal training.
- Received number of client & customer compliments
Personal Information
- Hobbies: Stock Trading, Playing Cricket (A2 Division)
- Father's Name: K. Rangacharyulu
- Nationality: Indian
- Marital Status: Single
Timeline
Manager Operations
Policy Bazaar
05.2024 - Current
Manager-Customer Delight
PHARMEASY
02.2021 - 11.2021
Manager-Customer Service (Contact Centre)
Global University Systems ( GUS LLP)
06.2019 - 11.2020
Manager-Customer Success Team
Bluestone
01.2015 - 08.2018
Assistant Manager- Customer Service
Flipkart Internet Pvt Ltd
06.2011 - 09.2013
Team Lead ( Operations)
Smart Trade Financial Services ( Motilal Oswal)
12.2006 - 05.2011
Team Leader
IVY COMPTECH PVT LIMITED
07.2003 - 11.2006
Bachelor of Commerce -
IASE
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