Mayank Rajput

Experience

• 

  COMPAREX India Pvt. Ltd.

  Jan 2015 - Apr 2015

  Profilling Executive

  Contractual,- Part of Inside Sales Team (Data Mining)- Responsible for gathering contact info of the top-level management of the different organizations.- Mentoring the teammates for the calling.- Responsible for sharing the data reports to the Direct Sales Team.

• 

  DIGITEXMedical

  Jun 2015 - Jul 2016

  Tender Administration - SME

  • Coordination with Sales Manager & Direct reporting to Managing Director• Handling Tender Processes including both Offline & E tenders.• Handling Customer Service.• Getting Customer Feedback (VOC)• Preparing Quotations & Techno-Commercial Bids• Developing Private Hospital Quotations • Company Registration with different Portals such as MCD, Railway, eprocure etc.

• 

  Zomato

  Feb 2017 - Sept 2019

  Managed a team of 30 associates of Chat / E-mail process which ensured CustomerDelight through quality deliverables and worked towards improving the teamKPIs.- Conducted regular meetings / one-on-ones with the team to mentor them andhelped them to pave a path for prospective roles within and outside the teamas per their skill set.- Running quality audits within the team to improve the quality scores.- Responsible for client handling, ensuring with no escalation- To produce data & reports on performance measuring against set indicators.- To initiate various projects to improve the overall process performance.- Responsible for all Quality related reports, process performance are being adhered timely with accuracy.- Develop timely feedback mechanisms and conduct training to ensure theteam maintains a high level of quality and efficiency.- Analyzing the user's account to check fraudulent activity.- Handling internal projects and preparing productivity reports and sharing thesame with department heads.- Also responsible for hiring on vendor site.- Helping vendor site leads to meet their basic quality and operationparameters. Show less - Working forefront to provide end-to-end resolution to user queries. Handling P1 and P2 customer queries over Calls, Chats, & E-Mail to provide them with end-to-end resolution. Creating and managing the database to assist leads.- Resolved queries/escalations over email support on Help-scout from Account managers, merchants, and customers directly in stipulated TAT.- Data analysis and sending out weekly reports for checking the team's performance.- Imparted training to new joiners and gave constant feedback to the team.- Collected, curated, and updated information about restaurants to build a strong product base for Zomato.- Worked on different projects part-time to help other teams within Zomato (Recruitment, Sales, Content, Merchant Delight)- POC for the Fraudulent Activities. Closely working with the merchants and payment gateway team. Show less

  • Team Lead | Customer Delight Team

    Jun 2018 - Sept 2019

  • Associate | Customer Delight

    Feb 2017 - Jun 2018
• 

  JindalX

  Mar 2020 - Aug 2020

  Operations Team Lead

  Managed a team of 30 associates of Chat / E-mail process which ensured Customer Delight.- To initiate various projects to improve the overall process performance.- To produce data & reports on performance measuring against set indicators.- POC for client management. - Responsible for the process enhancement by regular meetings with Clients.

• 

  Junglee Games

  Oct 2020 - Jul 2022

  Product Operations

  - Investigating suspicious activities/play and behaviors that could pose a risk to our company.- Proactively detecting and preventing fraud and activities like multiple IDs, money laundering, and collusion that violate our Terms of Service.- Ensure that the processes, procedures, and communication with players are within the applicable norms and in line with the overall risk management strategy.- Analyzing the behavior of new users and old users for identifying new patterns that may help in the early detection of risk.- Maintaining a fair playing environment by ensuring proper implementation and execution of all risk management systems and processes.- Maintaining high levels of confidentiality and data security standards.- Working on SQL tools like Athena, Swagger & PG Admin.- Sharing process & performance reports to the department heads. Show less

• 

  NS Matrix Services Pvt. Ltd.

  Jul 2022 - now

  - Direct communication with the Client Services.- Part of kick off calls and email for project requirements. - Handling a span of 3 Associate Project Managers.- Subject Matter Expert for MEA Region.

  • Lead - Project Management

    Oct 2023 - now

  • Project Manager

    Jul 2022 - Oct 2023