Open to opportunities

Rajat Bhalla

@rajatbhalla

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Operations leader with 20+ years in customer operations, training, quality, and process improvement.

India

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What I'm looking for

I’m returning to work fully available after my family care break, and I’m open to any customer-facing or operations role—at any level. I want to lead, coach, and improve quality and processes in a supportive, performance-focused environment.

I’m an operations leader with 20+ years across BPO, technical support, telecalling, team management, escalations, quality assurance, training, and process improvement. I’ve consistently contributed from front-line support to operations manager, and I’m equally effective working independently or with cross-functional teams.

Most recently, I directed a 30+ agent technical support team and maintained SLA targets while sustaining high CSAT scores. I redesigned escalation workflows to reduce escalation volumes by ~25% and improve first-call resolution, and I delivered training and coaching that measurably improved agent KPIs and customer satisfaction.

After a planned career break for family care (now fully resolved), I’m returning with full availability and strong motivation to contribute immediately. I bring a data-driven approach through daily/weekly/monthly performance dashboards, and I’m focused on building consistent service via SOP standardization, hiring/onboarding, and performance management.

Experience

Work history, roles, and key accomplishments

Operations Manager

Aquasoft Solutions Pvt Ltd

Oct 2018 - Apr 2024 (5 years 6 months)

Directed daily operations of a 30+ agent technical support team, maintaining SLA targets and high CSAT scores. Redesigned escalation workflows to reduce escalation volumes by ~25% and improved first-call resolution; standardized SOPs and delivered regular training and performance dashboards for senior leadership.

SLA Management Escalation Management Training & Coaching SOP Development Quality Assurance Dashboards Team Leadership Performance Management

Team Manager

Global Solution Pvt Ltd (Scallin Services)

Jan 2018 - Oct 2018 (9 months)

Supervised floor operations to consistently meet daily productivity and quality targets. Managed hiring, onboarding, scheduling, training, and performance reviews, and led 1:1 development discussions that helped reduce attrition.

Team Leadership Workforce Management Onboarding Scheduling Training & Coaching Performance Reviews Quality Assurance KPI Management

Assistant Manager

Vwish Solution Pvt Ltd

May 2017 - Dec 2017 (7 months)

Handled complex customer escalations with prompt resolution to improve customer satisfaction. Analyzed agent performance data to run targeted training workshops and balanced sales and quality metrics to support both revenue and service goals.

Escalations Customer Satisfaction Training Quality Coaching KPI Tracking

Operations Manager

Aquasoft Solutions Pvt Ltd

Feb 2015 - Apr 2017 (2 years 2 months)

Set and executed operational objectives aligned with financial and organizational goals while overseeing capacity planning and performance reviews. Built HR processes for recruiting, induction, coaching, and performance management, and designed customer service standards and SOPs across teams and shifts.

Operations Management Capacity Planning Performance Reviews Coaching & Mentoring Workforce Management SOP Development Quality Standards Process Improvement

Team Manager

Elevates Technologies Pvt. Ltd.

May 2011 - Feb 2015 (3 years 9 months)

Led a blended team of sales executives and resolution experts to consistently achieve monthly targets. Drove daily huddles, shift planning, and target-setting, reducing absenteeism and attrition through a recognition-driven team culture.

Team Leadership Sales Targets Resolution Management Daily Huddles Target Setting

Advanced Resolution Expert

Dell International Services India Pvt. Ltd.

Mar 2008 - Oct 2010 (2 years 7 months)

Served as a case manager for complex escalations while mentoring resolution experts in real time. Delivered new-hire onboarding and product training, monitored customer experience metrics, and implemented targeted improvements to resolution quality.

Escalations Case Management Mentoring Onboarding Product Training Resolution Quality

Technical Support Expert

Dell International Services India Pvt. Ltd.

Aug 2005 - Mar 2008 (2 years 7 months)

Provided technical and policy escalation support for Dell customers via inbound voice and chat channels. Audited customer interactions, delivered actionable quality feedback, and covered floor operations in the Team Manager’s absence to demonstrate early leadership readiness.

Chat Support Policy Escalations Quality Auditing Customer Interaction QA Floor Operations Coverage Customer Support

Senior Tele-Sales Executive

EXCEL Callnet Pvt Ltd

Aug 2004 - Aug 2005 (1 year)

Sold credit cards, government grants, and telecom plans via outbound calling, consistently performing at top-quartile levels. Promoted from Executive to Senior within 12 months based on strong sales results.

Outbound Calling Lead Generation Telecom Plans Sales Sales Target Achievement

Executive – Business Development

Geis Infotech Private Limited

Dec 2002 - Jun 2004 (1 year 6 months)

Drove B2B sales of bar-coding, smart card, and RFID solutions across Delhi-NCR corporate accounts. Assessed client systems and created phased implementation plans for technology solutions.

B2B Sales Account Management Smart Card Implementation