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Yogesh Ojha

@yogeshojha

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I lead customer operations teams, improve process efficiency, and strengthen client satisfaction.

India

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What I'm looking for

I'm looking for a progressive organization where I can apply my operations, quality, client-servicing, and people-management skills, contribute as part of a team, and grow through meaningful challenges.

I've led customer operations at Concentrix Daksh Services India, managing teams of agents and admins while improving customer experience, process adherence, AHT, CSAT, and production targets.

I work closely with clients, Training, and Quality teams to identify process gaps, conduct RCA analysis, manage escalations, and implement improvements that strengthen delivery.

My quality background includes compliance and FMEA audits, calibration sessions, deep-dive RCA discussions, coaching, and knowledge checks across assigned workflows. I also created training modules, planners, and presentations for team development.

Earlier, I handled portfolio management, trade processing, settlement, insurance sales, policy issuance, renewals, claim settlement, and new-hire coaching at Angel Broking and Genpact.

Experience

Work history, roles, and key accomplishments

Assistant Manager

Concentrix Daksh Services India Pvt. Ltd.

Jul 2017 - May 2026 (8 years 10 months)

Managed a team of 30 agents, ensuring high-quality customer experience and adherence to process standards. Led metric management, client complaint handling, and weekly/monthly reviews with clients.

Customer Experience Process Improvement Average Handling Time (AHT) Management CSAT Client Escalation Management Team Management Training RCA PowerPoint Excel Microsoft Office

Sr. Quality Analyst

Concentrix Daksh Services India Pvt. Ltd.

Aug 2018 - Jul 2022 (3 years 11 months)

Performed root cause analysis on errors and conducted compliance audits and FMEA audits. Facilitated calibration sessions and provided feedback and coaching to staff.

Root Cause Analysis Compliance Audits FMEA Calibration Coaching Feedback Quality Assurance

Sr. Associate

Concentrix Daksh Services India Pvt. Ltd.

Jul 2017 - Aug 2018 (1 year 1 month)

Trained in multiple content moderation policies across YouTube/Google workflows and ensured queue TAT as per client SLA.

Content Moderation SLA Adherence Queue Management

Fund Manager

Angel Broking Pvt. Ltd.

Jul 2016 - Mar 2017 (8 months)

Managed portfolios for existing clients, processed trading orders, and handled trade settlement. Sold mutual funds, demat accounts, and life insurance.

Portfolio Management Trading Trade Settlement Mutual Funds Demat Accounts life insurance

Sr. Associate

Genpact India Pvt. Ltd.

Jul 2013 - Mar 2015 (1 year 8 months)

Handled property and casualty insurance policies, including premium calculation, policy issuance, renewal, and claim settlement. Coached and trained new hires.

Property and Casualty Insurance Premium Calculations Policy Issuance Policy Renewal Claim Settlement Training