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Raman Jain

Raman Jain

Followers of Raman Jain458 followers
location of Raman JainGurugram, Haryana, India

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  • Timeline

  • About me

    Customer experience - Acquisition ( Broadband & Xsafe)| Ex- TechM|Ex - Vodafone Qatar|Ex- Covalense Global| Ex - HGS| Six Sigma-GB|B2B/B2C - Customer onboarding/Experience/Sales & Retention/Fulfillment

  • Education

    • JIWAJI UNIVERSITY GWALIOR

      2012 - 2016
      Bachelors of science computer science A

      College cultural event management- arranged NAAC inspection College Sports event management - arranged various inter-college sport eventsUnder officer at National Cadet Corps ( Certificate B & C) - Army WingCaption of college Yoga Team - Represented University at inter-varsity Championship (Men)

    • Welingkar Institute of Management

      2016 - 2018
      Master of Business Administration (MBA) Human Resources Management/Personnel Administration, General A

      Post graduate diploma in management hybrid (Human Resources) is a knowledge rich program with sufficient written, visual and practical study material,

  • Experience

    • HGS - Hinduja Global Solutions

      Aug 2016 - Aug 2018

      Span Strength: Handled a team of 20 resources for Outbound desk & 18 for inbound desk.Client:Airtel Titanium (Inbound) and Airtel Retention Desk(Outbound) Key Result Areas:Answering maximum calls with minimum AHT.Ensuring good Quality scores with high CSat.FCR and FTF.Shrinkage & Attrition ManagementConflict Management.

      • Customer Service Team Lead

        Oct 2017 - Aug 2018

      • Customer Relations Officer

        Aug 2016 - Sept 2017

    • AEGIS GLOBAL OUTSOURCING LIMITED

      Sept 2018 - Jun 2019
      Customer Service Team Lead

      Span Strength: Handled a team of 15 account managers who were handling the CEO escalation desk at Bharti Airtel.Client:Airtel India (Voice & Email)Key Result Areas:Customer SatisfactionMeeting SLA without any delay.Team performance reviews.Maintaining records for escalated cases, provide RCA with resolution.handling premium escalation at Sunil Bharti Mittal's/Gopal Vittal's Desk.

    • Tech Mahindra

      Jun 2019 - Apr 2021
      Project Manager Team Lead

      Span Strength: Handled a project of 30 employees supported by 2 subject matter experts, .Client:Vodafone Qatar B2B Voice/EmailKey Result Areas: Performance Management.Meeting SLA with quality assurance.Fixed/Fiber Troubleshooting with FCR.Ensuring daily service delivery. Report preparation for WBR,MBR & QBRs.Brainstorming to propose new work strategy. Feedback & coaching session to curb errors at work.Shrinkage and Attrition control management. Show less

    • Covalense Global

      Apr 2021 - Apr 2023
      Assistant Manager

      Span Strength: Handling a project of 80 employees supported by 4 Team Leads, aligned under me having a responsibility of delivery.Client:Vodafone Qatar (Email & Back office)Key Result Areas:.Understand the process vision & have the ability to translate the same to the team. Identifies long term issues, problem or opportunities for the team.Ensure understanding of business needs by proactively clarifying scope and requirements of analysis project.Demonstrates functional expertise to coach/mentor’s peer/team members.Cost optimization & maximum utilization of resources for productivity.Managing the service levels as defined in the SLA.Managing PLI of the project.Comes up with new ideas for process improvements to enhance customer experience Manages day to day operations of the unit, including attendance, attrition and outages to minimize customer impact.Managing profitability of the process.Coordinating with the clients on process related issues and updates.Meets/exceeds service and quality levels as assigned by the management/client.Coaches and mentor’s, associate’s and team leads.Meetings/appraisals Conducting Service Review. Show less

    • Tech Mahindra

      Jun 2023 - Jul 2024
      Assistant Manager

    • Airtel

      Jul 2024 - now
      Senior Manager

      Responsible for ensuring Top in the Class Onboarding journey, Smooth Service flow, and reduction in churn across all channels.

  • Licenses & Certifications

    • Post graduate diploma in management

      Welingkar Institute of Management
      Sept 2018

    • Advanced diploma in business administration

      Welingkar's Hybrid Learning Management Programs
      Oct 2016