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Definition of Reputation Credits
Rohit Aggarwal
Team Leader (Payment Compliance) at TaskUs Mohali
Chandigarh, India
Career Objective
Delivering beyond the expectations of clients as well as the organization, to pursue a rewarding career and seeking a challenging position in which I can deploy all my expertise and knowledge that will be an asset to the company.
Work Experience
Team Leader (Acting as an Ops Manager) • TaskUs (Mohali)
January 2022 - Present
Managing the day-to-day planning and operations of my team & the process (Payment Compliance, KYC (CDD, EDD, PEP, RCA), AML, Sanctions, Fincrime).
Ensuring delivery of Client KPIs / targets including day to day service levels, customer experience, quality and compliance measures. Leading and motivating people and other leads & helping them in their overall development.
Managing team / LOB performance and achieving KPIs for the entire KYC team.
Solving business problems with analytical skills, knowledge and experience.
Got awarded as ‘The Best Team leader’ for H1-2023.
Caring for the health, safety and welfare of the people.
Auditing and Identifying performance related issues for continuous business improvement or excellency. Developing an action plan for improvement by remedial training, coaching & feedback sessions.
Liaising with different departments to ensure smooth and effective operational delivery.
Associate Process Manager • eClerx (Pune)
April 2021 - January 2022
Ensured Critical Performance Metrics are met timely and consistently.
Actively participated in Client / Vendor reviews / calibrations.
Managed multiple teams & provided innovative ideas for business growth.
Conducted multiple call-coaching training sessions each week.
Managed team KPIs and retention initiatives.
Performed root cause analysis regarding attendance and attrition.
Identified and share operational best practices.
Used to communicate expectations to team members and provide timely business updates.
Used to share feedback with team members on their daily performance in an effective and timely manner and foster their professional development and growth via effective coaching.
Ensured that a team of associates has a clear understanding of performance expectations, are properly trained, and have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
Associate/Senior Quality Analyst/SME • eClerx (Chandigarh)
June 2011 - March 2021
Worked as an Associate (Quality Analyst) & ensured agent wise monitoring coverage while auditing.
Used to handle RTR (Revert To Review)/vendor queries on routine issues.
Played a key role in establishing the organization's quality standards.
Promoted as a "Senior Analyst (Quality Checker)" and participated in internal as well as external calibration sessions in order to control audit variance.
Got the opportunity to be an important part of several business projects for different clients and provided additional support to ensure Quality Assurance throughout the project life cycle.
Worked as a customer service rep also, resolved their concerns via live chats.
Shared key inputs to drive customer experience based on daily observations through live interactions.
Worked as an SME (Subject Matter Expert) for the team based on client business guidelines, customer interaction policy and supporting tools.
Used to identify process & business opportunities that can be flagged to clients as “value ads”.
Shared "knowledge and the best practices" by working in a progressive work culture with self-determination to be creative and innovative.
Promoted as an "Associated Process Manager" in Mar'21.
Team Lead • IBM Daksh (Chandigarh)
March 2008 - February 2011
Supervised a team of 15-20 Front level agents.
Operations SPOC for C-SAT & CQ (Call Quality).
Was awarded as "The Best Team lead" in April 2008 out of a team of 30 Team Leads.
Used to manage shrinkage through daily attendance reports Used to monitor & evaluate calls on a daily basis & share feedback.
Daily analysis for variance of breaks schedule, adherence and AUX control.
Used to publish analysis of trouble tickets created by agents.
Used to create performance reports and document the feedback.
Senior Customer Care Executive • IBM Daksh (Chandigarh)
March 2007 - February 2008
Managed to handle escalations and supervise the floor to increase the FCRs.
Used to communicate goals and targets with new folks.
Assisted new hired agents and shared knowledge to ensure smooth process transitioning when they hit the production floor.
Worked on AHT base-lining and Time & Motion study time to time
Was awarded as ‘The Best Agent’ & titled as ‘King of Ring’ in Mar’07.
Promoted as a "Team Lead" in Feb'08.
Customer Care Executive • IBM Daksh (Chandigarh)
April 2006 - February 2007
Handling day to day customer queries related to telecom and provide them with the best possible solution.
Suggested process improvement ideas to Supervisors/ Clients to reduce repeat calls.
Quickly learned the business process and demonstrated the best performance.
Promoted as a "Senior CCE" in Feb'07.
Education
July 2002 - Jun 2005
DAV College • Ambala City
Bachelor of Commerce
(Business Study, Finance, Cost & Management Accounting, Income Tax and Mathematics)
Skills and Strength
- Well organized and able to handle responsibilities as a People Manager.
- Flexible & Adaptable in any environment, always ready to learn.
- Punctual, dedicated, trustworthy and Result oriented.
- Experience in Cable & Telecom Industry/KYC/AML/Payment Compliance and Familiarity with Sanctions regulations.
- Expertise in meeting client KPIs and People management.
- Quick learner with excellent communication and analytical skills.
- Excellent in Google Sheets, MS Excel, Numbers, Calculations & Data Management Skills.
- Good at Decision making & Problem-solving with helpful nature
Project Knowledge/Experience
Worked on a C-SAT project for 3 months and improved from 62% to 70% (the first time in history).
Did Time & Motion and AHT base-lining from time to time.
A project for an U.S. based home security Alarm System was completed successfully.
Successfully completed a project on NPS with tremendous improvement.
Run Time & Motion study multiple times for different campaigns.
Training and Achievements
Certified in BQT(Basic Quality Tool).
Completed Six Sigma (Yellow Belt) training.
Certified in a Team Leader Development Program.
Certified in AML & Sanctions Training 2022 & 2023, OFAC Settlement - Cuba 2022 & 2023, CDD-EDD-CIS Best Practices and Government ID Authenticity.
MS Excel, MS Word, MS PowerPoint, Google Sheets, FISH, Email writing, Business Etiquette & Personal grooming.
Achieved The Best Team Lead award across the site.
Awarded as ‘The Best Team leader’ multiple times.
Star Performer for the month, quarter & year at various levels i.e. Analyst, QA, SME & Team Leader/Manager.
User Experience
- Customer Service
- KYC / AML / Payment Compliance
- People Management
- Voice/Chat/Email/Auditing
Product/Domain
- Cable & Telecom Industry
- CDD / EDD / Sanctions
- PEP/ RCA/ Fin-crime
- Food Delivery App
Language Proficiency
- Hindi
- English
- Punjabi
- French (Beginner)
Rohit Aggarwal
Team Leader (Payment Compliance) at TaskUs Mohali
Chandigarh, India
Career Objective
Delivering beyond the expectations of clients as well as the organization, to pursue a rewarding career and seeking a challenging position in which I can deploy all my expertise and knowledge that will be an asset to the company.
Work Experience
Team Leader (Acting as an Ops Manager) • TaskUs (Mohali)
January 2022 - Present
Managing the day-to-day planning and operations of my team & the process (Payment Compliance, KYC (CDD, EDD, PEP, RCA), AML, Sanctions, Fincrime).
Ensuring delivery of Client KPIs / targets including day to day service levels, customer experience, quality and compliance measures. Leading and motivating people and other leads & helping them in their overall development.
Managing team / LOB performance and achieving KPIs for the entire KYC team.
Solving business problems with analytical skills, knowledge and experience.
Got awarded as ‘The Best Team leader’ for H1-2023.
Caring for the health, safety and welfare of the people.
Auditing and Identifying performance related issues for continuous business improvement or excellency. Developing an action plan for improvement by remedial training, coaching & feedback sessions.
Liaising with different departments to ensure smooth and effective operational delivery.
Associate Process Manager • eClerx (Pune)
April 2021 - January 2022
Ensured Critical Performance Metrics are met timely and consistently.
Actively participated in Client / Vendor reviews / calibrations.
Managed multiple teams & provided innovative ideas for business growth.
Conducted multiple call-coaching training sessions each week.
Managed team KPIs and retention initiatives.
Performed root cause analysis regarding attendance and attrition.
Identified and share operational best practices.
Used to communicate expectations to team members and provide timely business updates.
Used to share feedback with team members on their daily performance in an effective and timely manner and foster their professional development and growth via effective coaching.
Ensured that a team of associates has a clear understanding of performance expectations, are properly trained, and have access to all the tools and resources they need to perform at high levels of productivity and efficiency.
Associate/Senior Quality Analyst/SME • eClerx (Chandigarh)
June 2011 - March 2021
Worked as an Associate (Quality Analyst) & ensured agent wise monitoring coverage while auditing.
Used to handle RTR (Revert To Review)/vendor queries on routine issues.
Played a key role in establishing the organization's quality standards.
Promoted as a "Senior Analyst (Quality Checker)" and participated in internal as well as external calibration sessions in order to control audit variance.
Got the opportunity to be an important part of several business projects for different clients and provided additional support to ensure Quality Assurance throughout the project life cycle.
Worked as a customer service rep also, resolved their concerns via live chats.
Shared key inputs to drive customer experience based on daily observations through live interactions.
Worked as an SME (Subject Matter Expert) for the team based on client business guidelines, customer interaction policy and supporting tools.
Used to identify process & business opportunities that can be flagged to clients as “value ads”.
Shared "knowledge and the best practices" by working in a progressive work culture with self-determination to be creative and innovative.
Promoted as an "Associated Process Manager" in Mar'21.
Team Lead • IBM Daksh (Chandigarh)
March 2008 - February 2011
Supervised a team of 15-20 Front level agents.
Operations SPOC for C-SAT & CQ (Call Quality).
Was awarded as "The Best Team lead" in April 2008 out of a team of 30 Team Leads.
Used to manage shrinkage through daily attendance reports Used to monitor & evaluate calls on a daily basis & share feedback.
Daily analysis for variance of breaks schedule, adherence and AUX control.
Used to publish analysis of trouble tickets created by agents.
Used to create performance reports and document the feedback.
Senior Customer Care Executive • IBM Daksh (Chandigarh)
March 2007 - February 2008
Managed to handle escalations and supervise the floor to increase the FCRs.
Used to communicate goals and targets with new folks.
Assisted new hired agents and shared knowledge to ensure smooth process transitioning when they hit the production floor.
Worked on AHT base-lining and Time & Motion study time to time
Was awarded as ‘The Best Agent’ & titled as ‘King of Ring’ in Mar’07.
Promoted as a "Team Lead" in Feb'08.
Customer Care Executive • IBM Daksh (Chandigarh)
April 2006 - February 2007
Handling day to day customer queries related to telecom and provide them with the best possible solution.
Suggested process improvement ideas to Supervisors/ Clients to reduce repeat calls.
Quickly learned the business process and demonstrated the best performance.
Promoted as a "Senior CCE" in Feb'07.
Education
July 2002 - Jun 2005
DAV College • Ambala City
Bachelor of Commerce
(Business Study, Finance, Cost & Management Accounting, Income Tax and Mathematics)
Skills and Strength
- Well organized and able to handle responsibilities as a People Manager.
- Flexible & Adaptable in any environment, always ready to learn.
- Punctual, dedicated, trustworthy and Result oriented.
- Experience in Cable & Telecom Industry/KYC/AML/Payment Compliance and Familiarity with Sanctions regulations.
- Expertise in meeting client KPIs and People management.
- Quick learner with excellent communication and analytical skills.
- Excellent in Google Sheets, MS Excel, Numbers, Calculations & Data Management Skills.
- Good at Decision making & Problem-solving with helpful nature
Project Knowledge/Experience
Worked on a C-SAT project for 3 months and improved from 62% to 70% (the first time in history).
Did Time & Motion and AHT base-lining from time to time.
A project for an U.S. based home security Alarm System was completed successfully.
Successfully completed a project on NPS with tremendous improvement.
Run Time & Motion study multiple times for different campaigns.
Training and Achievements
Certified in BQT(Basic Quality Tool).
Completed Six Sigma (Yellow Belt) training.
Certified in a Team Leader Development Program.
Certified in AML & Sanctions Training 2022 & 2023, OFAC Settlement - Cuba 2022 & 2023, CDD-EDD-CIS Best Practices and Government ID Authenticity.
MS Excel, MS Word, MS PowerPoint, Google Sheets, FISH, Email writing, Business Etiquette & Personal grooming.
Achieved The Best Team Lead award across the site.
Awarded as ‘The Best Team leader’ multiple times.
Star Performer for the month, quarter & year at various levels i.e. Analyst, QA, SME & Team Leader/Manager.
User Experience
- Customer Service
- KYC / AML / Payment Compliance
- People Management
- Voice/Chat/Email/Auditing
Product/Domain
- Cable & Telecom Industry
- CDD / EDD / Sanctions
- PEP/ RCA/ Fin-crime
- Food Delivery App
Language Proficiency
- Hindi
- English
- Punjabi
- French (Beginner)