Ranjit Raha
Pune, Maharashtra
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-,-https://www.linkedin.com/in/ranjit-raha-
SUMMARY OF QUALIFICATIONS
Skilled and dedicated executive offering an impressive 12+ years of 1st line/2nd line managerial experience with working in different environments like international and domestic BPOs, inbound and outbound voice processes and non voice processes also.
Also cross-skilled in managing technical support teams and data analysts in captive software companies working on IOT and SAAS.
Managed a team of maximum 100 people of both operations and mock and nesting in customer support and technical support environment.
Also have experience in managing a team of claims adjudicators (Insurance sector).
Hands on experience in MySQL and Linux.
Areas of Expertise
Team development towards excellence.
Client and outsourced partner relationship.
Process improvement, keeping in mind the effectiveness to monetary feasibility.
PROFESSIONAL EXPERIENCE
Customer Success Manager;
Entytle India Pvt Ltd, Pune (A Subsidiary of Entytle INC, Palo Alto, CA(US)).
April 2017 – Dec 2017
Process: US based Captive service for backend and data analysis
Managing a team of 7 data analyst
Team management, Attrition management and absenteeism.
Had been instrumental in creation of the quality parameters and the productivity levels for the department.
Ensuring that the SLAs are achieved based on the client’s expectation.
Involved in the recruitment of the team members and getting them trained as per the profile requirements.
Ensuring that the team is up to speed from the technology point of view.
Also responsible for scaling the team up and process up.
Technical Support Lead;
Enlighted Energy Systems Pvt Ltd, Pune/ Chennai (A Subsidiary of Enlighted INC, Sunnyvale, CA(US)). March 2012 – March 2017
Process: US Based Captive Service Helpdesk (Technical (Phone, Email and Chat Support))
Helping customers in resolving technical queries related to light sensors.
Ensuring maximum C-SAT and C-RES
Also ensuring that the issues are resolved in the minimum defined TAT.
Knowledge updations based on recent additions to the product and the process.
Creating and enhancing the technical support framework.
Also involved in recruitment of upcoming support staff from the technical point of view.
Involved in training the new hires and ensuring that the service delivery related to calls, chat and email interactions happen on time.
Have been sent to US on B1 VISA to understand the process intricacies and implement them in the India site.
Has been instrumental in setting up the technical support team in India and has been the 1st to start this department for the company.
Involved in client relationships and resolving escalations end-to end involving internal departments and ensuring a timely resolution.
Assistant Manager; Operations
MDIndia Healthcare TPA Pvt Limited, Pune, May 2010 – September 2011
Process: Health Insurance (Cashless Claims Backend Processing)
Team size of 50 members (Medical Adjudicators).
Operational Control of Claim processing related to Healthcare Backend insurance processing.
Dashboard creation and monthly MIS creation related to productivity and Incidence claim ratio deck preparation.
Interaction with IT, HR (Employee Relations), WFM for Process Automation and people and process related issues and grievances.
Also the SPOC for the largest corporate for the organization and involved in recruitment
Client level escalations handling and resolution at the earliest.
Assistant Manager; Operations
IBM Daksh BPS Limited, Pune March 2008 – May 2010
Process: Telecom/ISP Broadband Voice Support (Inbound)
People management (Team strength – 72(On Job Trainees (2 Floor Support/1 Team Leader Support) & 25(Voice CCOs (1 Team Leader Support).
Tracking down SLA and maintaining the same with productive innovation.
Interaction with IT, HR (Employee Relations), WFM for Process Automation and people and process related issues and grievances.
Helping the senior management in cost efficacy techniques from business point of view. Making sure that I-SAT, E-SAT and C_SAT are in perfect synchrony. Ensuring that there is governance on each and every step right from the call hitting the Nortel to the processing of issue and billing query. Also making sure that the process level matrices are in place.
Daily data management and Dashboard creation and monthly MIS creation related to productivity, service level with data accuracy up to 99.99%.
Scheduling optimization on Real Time Basis in co-ordination with WFM.
Also involved in recruitment from the process point of view.
Appreciations: Retention Champion Q3 (Attrition Control Champion Quarter 3)
Self Employed : February 2007 – March 2008
FREELANCE HR RECRUITER, Gurgaon and Pune
Approaching organizations for open position requirements.
Searching the career databases for the rightful candidates as per the client requirements.
Conducting the first round of screening with the candidates and also fixing the appointments for the subsequent technical and HR rounds.
Had been successful in placing around 25 candidates.
Team Leader; Operations
HCL Technologies, Noida (UP), March 2006 – February 2007
Process: UK Based ISP Broadband Voice (Inbound and Outbound) and Backend Support
Handled a maximum of 32 agents in a blended back office/voice process.
Has been involved in a Back office project of transaction processing (Primarily Email Support) and information gathering as well as lead generation for existing BT customers.
SPOC for process improvement measures within the team as well as across the site.
Customer Support Specialist (L2)
Honeywell International Limited, Gurgaon, August 2004 – March 2006
Process: In house voice technical cum customer support.
Providing customer service for US customers regarding thermostats, air conditioners, UV light systems
Also providing consultation on Home Building
Worked on a MIS project for tracking and calculation of Auxes and login hours for Inbound (Voice) process.
EDUCATION
Symbiosis Center For Distance Education
Post Graduate Diploma in Business Administration in Operations Management
Pursuing the Third semester July 2017
Center for Development of Advanced Computing (CDAC), Lucknow 2001
Advanced Diploma in Computer Programming.
Lucknow University, Lucknow, 1997
Bachelor of Science
