Rachna Dhole
@rachnadhole
Team Manager at Amazon who reduced onboarding attrition from 10% to 0% while maintaining SLA adherence above 95%.
IndiaWhat I'm looking for
At Amazon, I managed a fully remote team of 20–25 associates, maintaining SLA adherence above 95%. I reduced onboarding attrition from 10% to 0% and kept annual attrition below 5%.
Across customer service and operations roles at Teleperformance, FIS, Mphasis, and Wipro, I managed teams of up to 55 associates and worked on performance and service improvements. On Wipro's BT project, I helped revise an SOP and train the team, increasing functional LAN cable availability by 30%.
Experience
Work history, roles, and key accomplishments
Led a team of 20-25 associates in a fully remote environment, maintaining SLA adherence above 95% and reducing onboarding attrition from 10% to 0%. Utilized analytics and AI-enabled tools to improve productivity and operational efficiency.
Managed the same line of business after it was outsourced from FIS to Teleperformance, ensuring a seamless transition for the team.
Managed 20-25 associates, improving attendance adherence from 85% to 90%. Managed KPIs including CSAT, FCR, AHT, Quality, and Compliance, and delivered performance management initiatives.
Unit Manager
Mphasis
Dec 2019 - May 2021 (1 year 5 months)
Led a team of 20 customer service representatives, achieving an NPS score of 63. Successfully transitioned and stabilized UK support operations, reducing escalation rates by 10%.
Managed a team of 55 customer service professionals, improving employee engagement and reducing turnover by 10%. Led succession planning and career development initiatives.
Senior Executive
Mphasis
Sep 2011 - Mar 2015 (3 years 6 months)
Exceeded performance KPIs leading to multiple promotions, improved operational efficiency by 20%, and delivered coaching and training programs that increased productivity by 15%.
Education
Degrees, certifications, and relevant coursework
Pune University
Bachelor of Commerce, Commerce with Computer Application
Completed a Bachelor of Commerce with a focus on Commerce with Computer Application from Pune University in 2013.
HP LIFE
Effective Leadership, Leadership
Completed the Effective Leadership certification from HP LIFE.
HP LIFE
Agile Project Management, Project Management
Completed the Agile Project Management certification from HP LIFE.
HP LIFE
Customer Relationship Management, Customer Relationship Management
Completed the Customer Relationship Management certification from HP LIFE.
HP LIFE
Presenting Data, Data Presentation
Completed the Presenting Data certification from HP LIFE.
HP LIFE
Data Science & Analytics, Data Science & Analytics
Completed the Data Science & Analytics certification from HP LIFE.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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