Open to opportunities

Raj Shethia

@rajshethia

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Experienced operations manager with a strong background in BPO.

India

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What I'm looking for

I am looking for a role that allows me to lead teams, drive operational improvements, and foster a culture of growth and development.

With over 15 years of experience in the operational functions of BPO, I have honed my skills in managing teams, achieving targets, and enhancing employee development. My journey has taken me through various roles, including Financial Counselor and Team Leader, where I have successfully implemented processes and policies that drive efficiency and improve service delivery.

Throughout my career, I have been adept at leading teams in high-pressure environments, ensuring compliance with industry standards, and fostering a culture of continuous improvement. My ability to communicate effectively has allowed me to motivate personnel and achieve organizational objectives, while my analytical skills have enabled me to develop realistic solutions for clients, particularly in financial management and sales.

I am passionate about leveraging my experience to contribute to a dynamic organization that values innovation and employee growth. I thrive in environments where I can lead projects, mentor teams, and drive operational excellence.

Experience

Work history, roles, and key accomplishments

Financial Counselor (Sales)

INI Customer Service Pvt Ltd

Nov 2023 - Dec 2023 (1 month)

Conducted confidential consultations with clients to assess their financial situations, providing education on consumer proposals and alternative debt management solutions. Analyzed financial information to develop realistic repayment plans and acted as the main point of contact for clients throughout the process.

Financial Analysis Consultation Debt Management Compliance Client Communication Budgeting Problem Solving

Manager

Domainzguru

Jun 2021 - Sep 2023 (2 years 3 months)

Developed and managed multiple projects including a TV streaming app and a print shop. Handled purchasing, sales, graphic development, and customer service while implementing process improvements to enhance operational efficiency and profitability.

Project Management Sales Customer Service Process Improvement Communication Vendor Management Operations Management

Team Leader

Nstar Solutions LLP

Nov 2019 - Jun 2021 (1 year 7 months)

Managed operations with a team of 40 associates across two projects, focusing on revenue generation and client management. Conducted performance audits and ensured compliance with client SLAs while providing training and support to team members.

Team Management Client Management Revenue Auditing Training Compliance Quality Assurance Reporting Process Improvement

Team Leader

Xploretech Global Services

Mar 2014 - Nov 2019 (5 years 8 months)

Led a team of 18 sales associates in the student loan consolidation process, ensuring adherence to quality standards and achieving sales targets. Conducted regular performance reviews and training sessions to enhance team skills.

Sales Management Team Leadership Quality Assurance Training Performance Reviews Compliance Reporting Process Management

Subject Matter Expert

Nexify Tech Support

Dec 2012 - Mar 2014 (1 year 3 months)

Assisted in managing the team and enhancing sales skills. Responsible for call quality and providing feedback to improve performance. Conducted retraining for underperforming agents.

Team Management Sales Training Quality Assurance Feedback Performance Compliance Problem Solving

Senior Customer Service Representative

Kaizen Global Services

Jun 2008 - Oct 2009 (1 year 4 months)

Worked as a senior-level debt collector for HSBC accounts, focusing on skip tracing and assisting new employees. Achieved monthly goals while adhering to quality parameters.

Debt Collection Skip tracing Customer Service Performance Management Compliance Quality Assurance Communication

Senior Customer Service Representative

Zenta

Jul 2007 - Jun 2008 (11 months)

Collected debts for Chase bank credit cards, educating customers on payment processes and maintaining compliance with banking policies. Focused on retaining customers and scheduling payments.