Rajeshkumar Nair

Owned end-to-end delivery of client operations and change initiatives for UAE banking and exchange-house clients. Raised on-time delivery from 60% to 78% and cut UAT defect escape from ~30% to under 10%.

Managed a voice customer service floor that grew from 80 to 120 associates, leading 5 team leads, 5 SMEs, 1 QA analyst and 2 WFM analysts. Held service level above 95% against a 90/10 answer threshold for 3+ consecutive years.

Led a 20 to 25 associate inbound voice team on MoneyGram global remittance support that ranked in the top 2 teams nationally for two consecutive quarters. Kept quality scores above 90% while tracking AHT, CSAT and productivity.

Led 20 associates and 1 SME on a new Uber rider-support program for US customers, achieving CSAT near 90% (target 85%) and FCR near 85% (target 80%) until the client ramped the account down.

Managed 1,000+ retail clients on 3-in-1 bank, demat and trading accounts, supporting equity, mutual fund and SIP products. Cut query resolution time from 48 to 43 hours by restructuring query routing and adding tiered response SLAs.

Led a team of 22 associates supporting high-volume telecom operations, serving as SPOC for WFM, AHT and Quality, tracking schedule adherence and shrinkage in IEX.

Led a 21-associate high-volume voice team against AHT, quality and escalation targets, and set up training programs to lift agent performance.

Handled postpaid subscriber queries and escalations; promoted to team leader after 3 years.

Supervised import store inventory and logistics for electronic components.

Bachelor of Science in Information Technology from Mumbai University, completed in 2005.