Operations Team Leader/Supervisor

Rajesh Kumar N

************@****.** +91-988**-*****

linkedin.com/in/rajesh-kumar-n-77064a8b

Summary

Actively seeking the position of Operations Team Leader and to excel in my area of activity by taking up challenging assignments at the workplace, hone my skills by maintaining a learning attitude and contribute to the growth of the organization by putting to use my skills, experience and knowledge acquired over time with dedication and sincerity. Experience

Senior Quality Controller - Research Operations (Acting Operations Team Leader)

Jun 2018- Present

Relationship Science

• Managing and leading a team of Research Analysts/Senior Research Analysts.

• Conducting training sessions to the new members of the team.

• Providing floor support and feedback to the Analysts/Sr. Analysts & helping them to provide better results.

• Managing everyday deliverables and end to end research project management and client management.

• Preparing project plans/timelines, perform post project evaluation and perform root cause analysis.

• Investigating and resolving customer inquiries and complaints in an empathetic manner.

• Meeting all customer guidelines including service levels, handling time and productivity.

• Solving unresolved customer issues.

• Assuming ownership over team productivity and managing the work flow to meet or exceed quality service goals.

• Facilitating inter-departmental communication to provide customer support effectively.

• Training staff on operating procedures and company services.

• Providing accurate, specific and timely performance feedback for Client Support Executives.

• Identifying individual development needs with appropriate training.

• Following through on all critical inter-departmental escalations to increase client retention rates.

• Updating customer orders from start to finish in an accurate and timely manner.

• Being effective liaison between customers and internal departments.

• Maintaining up-to-date knowledge of product and service changes.

• Managing and developing the daily work schedules to exceed quality service goals.

• Addressing all personnel issues promptly and professionally.

• Completing and maintaining accurate and organized records, documents and reports. Quality Controller - Research Operations Jan 2014 - May 2018 Relationship Science 4 years 5 months

• Successfully managed production activities for all tickets were resolved on time.

• Investigated and implement ideas for quality improvement,increased productivity and time savings.

• Managed documentation of and training on production procedures and work instructions.

• Created periodic business development presentations that identified new verticals for improving productivity and quality.

• Maintained and communicated daily productivity and Quality reports for all departments.

• Planned, directed, coordinated and assigned manpower to meet aggressive production schedules.

• Recommended and executed quality improvements for production and product quality. Quality Controller - Data Operations Jun 2012 - Dec 2013 Relationship Science 1 year 7 months

• Conducted training sessions to the new members of the team.

• Provided floor support and feedback to the analysts & helping them to provide better results.

• Review qualitative output from various sources to ensure data consistency, collection standards, and workflow processes.

• Craft business and editorial rules to maintain consistency across collection efforts.

• Design collection procedures to integrate data from a range of qualitative sources into a core database.

• Performed due diligence on new data sources.

• Added value to product and appropriate workflow integration.

• Adhere to ethical policies and content ownership. Senior Data Analyst Jan 2011 - May 2012

Relationship Science 1 year 5 months

• Perform research functions, including online and offline retrieval of information pertaining to individuals, company overviews, and other relevant data.

• Assist with testing and validation of data entry tools. Education

Easwari Engineering College 2008 - 2010

Master of Business Administration (MBA), Human Resources Management and Marketing, First Class

Mohamed Sathak College Of Arts and Science 2004 - 2007 Bachelor of Science (BSc), Visual Communications, First Class Mount Christian Matriculation Higher Secondary School 2002 - 2004 HSLC, Business/Commerce, General, First Class

Skills

Process Improvement • Quality Assurance • Team Management • Microsoft Office • BPO • Extremely organized • Time Management • Data management • Skilled Trainer • Conflict Resolution

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