Rajat Raj Shrivastava

RAJAT RAJ SHRIVASTAVA-- https://www.linkedin.com/in/rajat-raj-shrivastava-92a25719/ CAREER OBJECTIVE: To serve in a corporate environment, professional company and R & D which gives me tremendous scope for growth and development, to work with great devotion and use my professional skills and experience for suburb growth of the company. PROFESSIONAL EXPERIENCE: Concentrix Daksh P. Ltd. Mar 2021 – Nov 2022 Assistant Manager in Operations Job Profile :  Responsible for Production/Management, the position holder would need to ensure delivery of the process, as per the agreed client SLAs  Responsible for instilling a culture of "passion for work", "integrity" and "consistency in performance" also responsible for Identifying training gaps, gives feedback, provides coaching, motivates members for high levels of performance and conducting performance reviews Responsible for doing Appraisals, giving feedbacks and improve the process efficiency.  Responsible for developing the team leaders and advisors on process skills and other competencies. Ensuring high levels of employee satisfaction translating into process innovation and high retention rates across TM and senior TM population Ensure timely response and action on customer inquiries and lead relationship calls.  Responsible for Production and Time Management for the team members, analyses performance trends, gathers, tracks and reports productivity metrics. Participate in Operations/Relationship calls to understand and align with customer’s requirements and expectations. Usage various forums of communication, do audits and check performance levels to achieve expectations on SLA parameters/production.  Responsible for direct Communication with the Senior managers and DPE’s. TELUS International May 2019 – Sep 2020 Team Manager in Operations Job Profile :  Responsible for Production and Time Management for the team members, analyses performance trends, gathers, tracks and reports productivity metrics. Sales performance, Participate in Operations/Relationship calls to understand and align with customer’s requirements and expectations. Usage various forums of communication, do audits and check performance levels to achieve expectations on SLA parameters/production.  Responsible for instilling a culture of "passion for work", "integrity" and "consistency in performance" also responsible for Identifying training gaps, gives feedback, provides coaching, motivates members for high levels of performance and conducting performance reviews Responsible for doing Appraisals, giving feedbacks and improve the process efficiency.  Responsible for grooming team members on process skills, sales metrices and other competencies.  Ensuring maximum occupancy and optimum utilization of resources to meet all the commits.  Responsible for Production/Management, Crisis Management - the position holder would need to ensure delivery of the process, as per the agreed client SLAs  Participate in weekly and monthly business review with senior managers and clients. Concentrix Daksh P. Ltd. July 2016 – January 2019 Team Manager in Operations Job Profile :  Responsible for Production/ Management, Crisis Management - the position holder would need to ensure delivery of the process, as per the agreed client SLAs  Responsible for instilling a culture of "passion for work", "integrity" and "consistency in performance" also responsible for Identifying training gaps, gives feedback, provides coaching, motivates members for high levels of performance and conducting performance reviews Responsible for doing Appraisals, giving feedbacks and improve the process efficiency.  Responsible for developing the team leads and teams on process skills and other competencies.  Responsible for developing the team lead and advisors on process skills and other competencies. Ensuring high levels of employee satisfaction translating into process innovation and high retention rates across TM and senior TM population Ensure timely response and action on customer inquiries and lead relationship calls.  Responsible for Production and Time Management for the team members, analyses performance trends, gathers, tracks and reports productivity metrics. Participate in Operations/Relationship calls to understand and align with customer’s requirements and expectations. Usage various forums of communication, do audits and check performance levels to achieve expectations on SLA parameters/production.  Responsible for direct Communication with the Senior managers and DPE’s.  Participate in weekly and monthly business review with senior managers and DPE’s Innovazion Research Pvt Ltd. May 2015 to April 2016 Tech. Team Leader in Operations (Technical) Job Profile :  Co-ordinate and manage the day to day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.  Motivating, coaching and developing the team to deliver a first class service and achieving sales targets.  To assist the team in identifying areas for continuous improvement to maximize service quality.  Provide support and resolution to escalated issues within Technical Support.  Conduct monthly one to one’s with individual team members as well as formal 6-monthly appraisals.  To monitor and record attendance and manage issues as appropriate.  Contribute to the on-going development of the Technical Support function by sharing knowledge, experience and expertise with other team leaders  To recognize opportunities for improvements to procedures and practices by pro-actively offering ideas and solutions  Encouraging team input into procedures and practices – assisting them in developing their ideas.  Supporting the team in achieving service goals and targets.  Other reasonable duties and projects as defined by reporting manager. Virtual Itechline Services Pvt Ltd. but was took over by JiniOnline Technical Services Pvt Ltd. January 2012 till April 15 Sr. Technical Support Executive and later promoted as Team Leader Job Profile :  Troubleshooting on calls from US, UK, Australia and Canada related to Windows XP, Vista, Windows 7, Drivers, Software, Networks, ISP, Printer Issues  Providing Remote Desktop Support whenever needed  Updating Knowledge Base Portal  Up-selling subscriptions (Upgrade, Add-on & Renew)  Co-ordinate and manage the day to day activities of the team by monitoring and managing the distribution of the daily workload evenly across all team members.  Motivating, coaching and developing the team to deliver a first class service.  To assist the team in identifying areas for continuous improvement to maximize service quality.  Provide support and resolution to escalated issues within Technical Support.        Conduct monthly one to one’s with individual team members as well as formal 6-monthly appraisals. To monitor and record attendance and manage issues as appropriate. Contribute to the on-going development of the Technical Support function by sharing knowledge, experience and expertise with other team leaders To recognize opportunities for improvements to procedures and practices by pro-actively offering ideas and solutions Encouraging team input into procedures and practices – assisting them in developing their ideas. Supporting the team in achieving service goals and targets. Other reasonable duties and projects as defined by reporting manager. PCCare247 Solutions Pvt Ltd. May 2011 to January 2012 Technical Support Officer Job Profile :  Troubleshooting on calls from US, UK, Australia and Canada related to Windows XP, Vista, Windows 7, Drivers, Software, Networks, ISP, Printer Issues  Providing Remote Desktop Support whenever needed  Updating Knowledge Base Portal  Up-selling subscriptions (Upgrade, Add-on & Renew) Iyogi Technical Services Ltd October 2010 to May 2011 Technical Specialist” at L2 Level in Remote Desktop Support Job Profile :  Troubleshooting on calls from US, UK, Australia and Canada related to Windows XP, Vista, Windows 7, Drivers, Software, Networks, ISP, Printer Issues  Providing Remote Desktop Support whenever needed  Updating Knowledge Base Portal  Up-selling subscriptions (Upgrade, Add-on & Renew) PROFESSIONAL QUALIFICATION: • PGDIT pursuing from Symbiosis Center for distance learning, Pune. • B.C.A. under JIWAJI UNIVERSITY, GWALIOR from JAIN COLLEGE • GNIIT (Software Engineering) from NIIT, Gwalior ACADEMIC QUALIFICATION: • 12th from Noble Convent Higher Secondary School under Board of Secondary Education, Madhya Pradesh with 60.86% in Chemistry, Physics & Biology. (2004). • 10th from Noble Convent Higher Secondary School under Board of Secondary Education, Madhya Pradesh with 64.42 % (2001) ADDITIONAL QUALIFICATION: Troubleshooting Windows and Mac Microsof Office, O365. Internet Applications. Database knowledge with ORACLE, MS-SQL SERVER (RAJAT RAJ SHRIVASTAVA)