Rupendra Singh Rathore

Experience

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  EXL Service

  Dec 2007 - Dec 2010

  SME - PROCESS TRAINER

  Traveled to US thrice for the period:1.April 2008 - July 2008 to ‘Los Angeles’ CA. For Banking HR process.2.Oct 2008 – Dec 2008 to ‘Akron’ OH. For the Payroll process.3.March 2010 – May 2010 to ‘Grassvalley’ CA. For Insurance process.Migrated and operated 03 different processes successfully for EXL. Prepared the SOP’s for the process and got certified at the client side to deliver training at offshore. Being a consistent top performer and got appreciations from the Client in the form of Certificates in the respective processes worked. In addition to it, I have also cleared my Platform Skills and Train the Trainer (TTT) certification. I was trained on BCP implementation, Excel Skills, Six Sigma Orientation. Show less

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  Dish TV

  Dec 2010 - Aug 2015

  Looking after the Training Governance at vendor location and monitoring all the training and operations related competencies as per the SOP and contractTraveled across India for initial support to the vendor sites for different language support (Customer-Care)Reporting to AVP Training on the current training schedule. Monitoring hiring, training, OJT and Certification at vendor location.Prepare the Training Calendar and also take the Soft Skill sessions as and when required. Prepare and updating the process / training module as per the process requirement. Monitor and gauges CSAT, TNI, AHT for the site with 300+ headcount.Projects on BQ management to ensure quality compliance meeting required standards. Ensuring the timely download of process updates / Pre-shifts to meet quality thresholds and productivity metrics. Show less

  • Site Trainer

    Jun 2014 - Aug 2015

  • Corporate Trainer

    Dec 2010 - Aug 2015
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  Jabong.com

  Aug 2015 - Jun 2016

  Deputy Manager (Training)

  Imparting training to the new Vendors on Jabong platform.Comprises both of technical stuff and refreshers. Ticket management for all the queries related to software and other related correspondence in the Market Place (Ops) Division. Making sure the timely resolution for all the queries / escalations etc. for the entire customer base.

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  Times Business Solutions Ltd.

  Jun 2016 - Aug 2017

  Manager L&D

  Managing the Training and Development domain PAN India for all the outsourced contact centers. Ensure timely business updates and implementations across all the centers. Actively participating in the new In house setup for commercially important processes (IB / OB / Back end).Handling customer / partner escalations and help providing the resolutions within given TAT. Ensure proper customer service and enlightening customer experience.

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  MAGICBRICKS REALTY SERVICES LIMITED

  Aug 2017 - Aug 2020

  City Manager

  Initial role was managing, Training and Quality for In-house and outsourced business processes. Later, moved to Sales and Client Service of Real Estate Segment for NCR region with a team of 28 executives. Covid Impact funneled the lay offs, I was also one of them.Personally, I count it as a Unique experience, as there wasn't such situation faced before in career for almost 20+ years of service. So, whatever happens is for Good, trying to find the Good here!!!

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  TechMedTizer P. Ltd

  Jun 2021 - Mar 2022

  AVP Ops

  Tech-Med Tizer Private Limited focuses on Manpower Supply, Consulting, Staffing, BPO’s and Company providing hi-tech information technology solutions. Our main asset has been our software professionals who have been successfully working at Top Fortune Companies all over India and abroad.

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  Rosebud Group

  Nov 2021 - now

  Administration Manager