Open to opportunities

Rakesh Gupta

@rakeshgupta

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Assistant Manager - Customer Support with 12+ years optimizing operations and team performance.

India

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What I'm looking for

I am seeking a leadership role in customer support or operations where I can drive process improvements, lead large teams, and deliver measurable improvements in SLA, CSAT, and retention.

I am an impact-driven Assistant Manager in Customer Support with over 12 years of experience across E-commerce, Healthcare, BFSI, and B2B services. I specialize in leading large contact center operations, driving SLA adherence, and improving customer satisfaction through data-driven process improvements.

Throughout my career I have managed teams of 150+ advisors and multiple team leaders, and I routinely lead WBR/DBR reporting and client reviews to translate metrics into actionable plans. I have a strong track record in reducing attrition and shrinkage while improving AHT and CSAT.

I am Six Sigma (Yellow Belt) certified and have been recognized with awards such as Talent Retention of the Year and multiple performance excellence honors. My approach emphasizes proactive coaching, early-warning systems for performance/attendance, and cross-functional stakeholder engagement.

I seek roles where I can apply my operational leadership, performance optimization, and client management skills to scale service quality and enable measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Assistant Manager

I-Energizer Pvt. Ltd.

Aug 2023 - Feb 2025 (1 year 6 months)

Managed 150+ advisors and 5 team leaders for Flipkart operations, implemented EWS and reporting cadence (Day-1, DBR, WBR) to ensure SLA adherence and 95%+ attendance compliance. Drove process improvements that reduced attrition and shrinkage and informed client reviews with actionable insights.

Team Leadership SLA Management Workforce Management Performance Coaching Reporting Client Communication Process Improvement

Assistant Manager

Concentrix Daksh India Pvt. Ltd.

Dec 2019 - Dec 2023 (4 years)

Managed 35 FTEs for Amazon.com customer service, overseeing attrition, shrinkage, SLA, AHT and leave management while delivering coaching, escalations handling and daily performance huddles. Improved operational metrics through targeted interventions and grievance resolution.

Customer Service Team Management SLA Coaching Escalation Management Daily Operations

Team Leader

Arcis E-Services

Jan 2017 - Dec 2019 (2 years 11 months)

Led outbound renewal collection team for Kotak Mahindra, monitored dashboards and SLAs, trained staff and optimized leave planning to improve renewal collection rates. Implemented client requirements to meet performance targets.

SLA Dashboards Training

Executive

Accretive Health

Jan 2016 - Dec 2017 (1 year 11 months)

Handled AR calling for US healthcare payers (UHG, Aetna, Cigna, BCBS), followed up on claims and prepared MIS reports for management to support collections and process transparency.

Accounts Receivable Healthcare Payers Data Management

Customer Service Executive

GE Capital – SBI Cards

Jan 2012 - Dec 2016 (4 years 11 months)

Managed inbound credit card customer service for SBI Cards, consistently exceeded sales and upsell targets while maintaining low AHT and earning performance awards.

Inbound Upselling AHT CRM Tools Customer Retention