Shubhankar Rakesh
@shubhankarrakesh
Operations Team Lead at HCLTech who maintained CSAT above 85% and SLA above 89%, seeking an Assistant Manager role.
IndiaWhat I'm looking for
At HCLTech, I led customer service and technical support operations for teams of up to 34 associates. I maintained CSAT above 85% and SLA above 89% while managing key performance metrics.
I supported a new project setup in Colombo, Sri Lanka, providing operational support and training during a three-month transition. I also supported governance across five Team Leaders and their teams.
Earlier at HCLTech, I worked as a Subject Matter Expert and Senior Customer Service Associate, after starting in customer service at iEnergizer. I was recognized multiple times with the Best Team Lead Award, and I'm seeking an Assistant Manager – Operations role.
Experience
Work history, roles, and key accomplishments
Led customer service and technical support operations for teams of up to 34 associates, directly managing 25 team members. Owned key performance metrics including CSAT, AHT, SLA, shrinkage, and overall team productivity.
Provided floor support and resolved process-related queries for frontline teams. Managed customer and process escalations while ensuring timely resolution.
Delivered customer support across voice and non-voice channels in a fast-paced BPO environment. Resolved customer issues efficiently while maintaining service quality and compliance standards.
Customer Service Associate
iEnergizer
Nov 2018 - Dec 2019 (1 year 1 month)
Provided customer support and managed issue resolution through effective coordination with internal teams. Handled customer concerns and escalations while maintaining service quality standards.
Education
Degrees, certifications, and relevant coursework
Indira Gandhi National Open University
Master of Tourism and Travel Management, Tourism and Travel Management
Master of Tourism and Travel Management degree from Indira Gandhi National Open University.
Indira Gandhi National Open University
Bachelor of Tourism Studies, Tourism Studies
Bachelor of Tourism Studies degree from Indira Gandhi National Open University.
U.P. Board
Intermediate
Intermediate education from U.P. Board.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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