Saravanan Rajendran

Experience

• 

  SBI Card

  Sept 2010 - Oct 2013

  Senior Customer Service Executive

  Preparing Root Cause Analysis for critical casesHighlighting the process gaps and solutions to fix the sameHandling CEO escalated case and providing the proper solution to the customersResolving issues of direct walkin customers visiting the officeHandling Inbound calls for SBI Credit Cards.Cross Selling other SBI products like ( Balance Transfer, EMI,Personal Loan )Analyzed and resolves the Customer Complaint, Initiated therequired actions during situations of concern.09/2010 – 10/2013ChennaiMotivating the new buddies in the team and helping them toachieve their target in all metricsWorking experience in Vision Plus.Expertise in passing Financial Transaction Reversals, ReissuingCard, Replacing Card, Reinstating Account, Reissuing FreshATM PIN Number, Blocking Cards, Address Change and allMaintenance request done in Vision Plus. Show less

• 

  RRD - Global Outsourcing Solutions

  Nov 2013 - Feb 2021

  Shift Lead

  Handling and leading 10 to 15 operators in a shiftAssociated with Morgan Stanley for creating presentationsExpertise in MS PowerPointPreparing daily workloads for staff & coordinating the dailyallocation of workMaximized team performance – Excelled at identifying,developing and using strengths of team members, as well aslocating, detecting and resolving problems and weaknesses ofeach team individualMotivating the team to achieve higher standards everydayHandling new client inquiries and acting as the face of thebusinessDealing with and resolving problems and issues which ariseMentoring and training up junior and new hiresMonitoring & reporting on standards & performance targetsArranging & chairing weekly team meetings, focusing ontargets & achievementsImplementing new initiativesPraise team members and creates a positive workingenvironmentEnsuring all administrative and IT records are entered andupdated correctlyProviding prompt and accurate information on individualperformanceEnsuring all requirements are addressedEnsuring cross-team communication and collaborationIdentifying cross-team issues and coordinate issue resolution Show less

• 

  TNQ Technologies

  Feb 2021 - Aug 2021

  Assistant Manager

  Handling Elsevier's account in SMT publishing and 20+ team of Journal Administrator'sCreate team vision, project goals, and project plansWork directly with key partners to build strategic relationships and business opportunities

• 

  Williams Lea

  Aug 2021 - now

  Manage a team of 30+ Document Specialists and ensure that all key metrics of performance as per the Client SLA are met and exceededAssist with or manage policy checking and deliveryStrong detail orientation with ability to think critically, multi-task and handle large work volumes under deadlines and with a focus on qualityExcellent communication and customer-service skills; attention to detail and highly responsiveDemonstrating personal support to the achievement and maintenance of a high performance culture in which people management and development is a key priority Show less

  • Associate Client Manager

    Aug 2022 - now

  • Lead

    Aug 2021 - Aug 2022