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Aman Rana

@amanrana2

Associate Process Manager at Eclerx Private limited who tracked AHT, FCR, and SLA targets and earned the Top Manager Award.

India

Message

At Eclerx Private limited, I oversaw daily BPO process operations and worked to meet performance standards and improve service delivery.

I led floor support and agent teams, tracked AHT, FCR, and SLA targets, and managed process documentation.

I also facilitated client meetings and maintained communication through Slack. I received the Top Manager Award in Q4 2025 for meeting all KPIs.

Earlier at Eclerx Private limited, I supported US customers with technical troubleshooting and billing queries. At Pazitive Electricity and Gas Private Limited, I created electricity and gas contracts for a UK-based company and submitted signed contracts into database software.

Experience

Work history, roles, and key accomplishments

Associate Process Manager

Eclerx Private Limited

Oct 2018 - Aug 2026 (7 years 10 months)

Oversaw daily operations for BPO process, achieving adherence to performance standards and enhancing service delivery. Led team of floor support and agents to achieve operational excellence.

Team Leadership Client Communication CRM Tools Document Management KPI Tracking Performance Optimization Slack

Process Associate

Pazitive Electricity and Gas Private Limited

Sep 2017 - Sep 2018 (1 year)

Created electricity and gas contracts for UK-based company to facilitate service agreements. Submitted signed contracts into database software to ensure accurate record-keeping.

Contract Management Database Software Documentation

Technical Analyst

Eclerx Private Limited

Communicated with US customers to understand and analyze their behavior. Resolved technical issues for customers by troubleshooting devices through chat and email.

Client Communication Troubleshooting Live Chat Email Support

Billing Analyst

Eclerx Private Limited

Handled US customer billing queries, generating and evaluating bills to ensure accuracy. Explained bills and managed service account changes, optimizing customer satisfaction through effective adjustments.

Billing Customer Service Account Management