Open to opportunities

Nivethikka Rajakumar

@nivethikkarajakumar

Message

I lead remote operations teams and improve customer service quality through data-driven reporting.

Sri Lanka

Message

What I'm looking for

I'm seeking an Operations or Customer Service role in the fintech sector where I can lead teams, improve service quality, use data-driven reporting, and strengthen customer outcomes in a fast-paced remote environment.

At HCL Technologies, I lead a remote team of 5–6, overseeing customer service quality across 150+ weekly outbound calls and emails using Genesys and other ERP/CRM systems. I coach agents, deliver onboarding and calibration, and maintain KPI and SLA dashboards that support 95% adherence to service targets.

I've improved quality scores by 15% through structured training and translated QA trend analysis into functional specifications adopted across three teams. Previously at Dialog Business Services, I audited 200+ customer service calls weekly and contributed to an 18% reduction in quality defects and complaints through targeted coaching and PIP support.

Across BPO, healthcare, administration, and accounting operations, I bring six-plus years of experience improving workflows, reporting performance, and supporting multilingual customer service. I use SQL, Power BI, and Excel to turn operational data into practical decisions.

Experience

Work history, roles, and key accomplishments

Current

Operations Team Lead

Current

HCL Technologies

Jun 2024 - Present (2 years 2 months)

Lead a remote team of 5-6, overseeing day-to-day operations and customer service quality using ERP/CRM systems such as Genesys across 150+ outbound calls and emails weekly. Monitor and evaluate agent performance and quality scores, providing structured guidance, coaching and feedback to close performance gaps.