Santhosh Rajan

Experience

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  Magus Customer Dialog

  Jan 2003 - Jan 2006

  Sr. Customer Dialog Executive

  Started career with Magus Customer Dialog Private Limited, a leading domestic call center for the period Jan-2003 to Feb-2005.Profile involves:Answering the product related queries and solve the queries with the customer at fullest satisfaction. Offer consultation services to clients and handling their issues and resolving them. Submit a Statement of Customers NeedsMaintaining Confidentiality of Transactions Relating to task.Preparation of weekly reports and presentations.

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  Sutherland Global Services Ltd

  Aug 2006 - Apr 2014

  SME-Lead/Senior specialist Operations

  Worked in Sutherland Global Services limited, PCMM Level 5 Company. Drafted to team management. In charge of handling a team, that handles customer care queries (voice and email) for Internet Service Provider in United States. Profile involves:As Team LeadDirectly supervise the work of others on a medium sized team (12 people) including mentoring, coaching, and providing advice on procedures/work methods.Supporting and coaching team members to reach their full potential.Act as a vital link between the client and the operations team.Attend client calls, interact with clients frequently and communicate feedback to theoperations team.Driving team matrices such as Quality, SLA and AHT.Development of Training plan, material and conducting training sessions for newRecruits.Preparing and sending the Weekly Audit Dashboards / Reports for Weekly Clientreviews.Recognize performance and behavioral problems in team and act proactively to ensure productivity is unhampered.Conducting performance appraisal for team members. Show less

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  SBL

  Apr 2014 - Aug 2016

  Assistant Manager-Operations

  Handled Branch Operations for SBL. The team handles Geneology projects, with having 50 team members. Responsible for entire branch operations, financials, revenue management and people management etc.Currently handling Digitization project. This includes Digital Archive Management Solution for high end clients. Involving service delivery, Project management, Budgeting, cost control etc.

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  Sutherland

  Aug 2016 - now

  • Service Delivery Manager/Operations Manager/Account Manager

    Dec 2021 - now

  • Senior Associate Manager

    Dec 2020 - Nov 2021

  • Associate Manager

    Aug 2016 - Nov 2020