Vivek Raichura
Operations, Training, Quality, PMO, MIS.
Bengaluru, Karnataka, India
Operations professional with a proven history of success implementing strategic improvements, creating productive business partnerships, and providing value to employers for over 14 years. Exposure in collecting, analyzing and presenting qualitative data for providing strategic and business insights. Capability to think tactically and execute strategic plans by implementing creative ideas for organizations' growth. Effective communicator with exceptional relationship management skills with ability to relate to people at any level of business and management.
Work Experience
Senior Consultant • Capco Technologies Private Limited
March 2020 - Present
• MIS Reporting. Collating the required data, preparing the RAG Status report and presenting the essence of the data to the Management.
• Analysing data, preparing trends and making meaningful presentation with actionable.
• Engaged with collecting raw data from business lead and project owners, sort and align data, automate Excel files and prepare report for presentation.
• Automation of Excel reports to project the intended information to be displayed in the primary tab while the data is fed into the secondary tabs of the file.
• Proficient in Business Communication with Management / Clients involving good knowledge of time management, verbal communications, and email etiquette.
• Was engaged with Truist as a processor of data with high accuracy and fulfilling required targets in specified timelines.
Operations Manager • Nuon Connect Private Limited
August 2015 - November 2018
• Sending the online chat transcripts to the respective departments to handle the inquiries.
• Forming, taking required approvals and implementing the employment policies.
• To ensure that all the departments are working in co-ordination with each other.
• Organizing weekly meeting with the renewals department to ensure that the renewals are followed upon.
• Organizing and providing reports to the Management.
• Drafting recruitment ad content.
• Coordinating with the consultancies and newspaper ad placement offices for recruitment.
• Validating and approving offer letters.
• Introducing the new employee to the overseas employees as well as the respective reporting Managers in onshore.
• Training on Soft Skills, Pre-process (V&A) and Process Training.
• Meeting with employees to appraise their performance.
• Monitoring the below mentioned reports;
o Pre-shift Report.
o Attrition Report.
o Monthly Attendance Report.
o Performance Report.
Operations Manager • Itronics Infosolutions Private Limited
August 2005 - June 2012
• Responsible to convey the changes on a timely manner to the Quality and Training Department.
• Responsible to decide and allot team targets.
• Responsible for Qualitative and Quantitative Performance.
• Conducting pre-shift and post-shift meetings with the team.
• Responsible to conduct one-on-one session with the executives.
• Responsible for compiling and sending the required reports on a daily basis.
• Point of contact with the clients about the process amendments.
• Responsible for absenteeism.
• Responsible for attrition.
• Reporting to the Management.
Quality Manager • Softlogic System Private Limited
October 2003 - August 2005
• Responsible for Qualitative Performance of the team.
• Responsible to ‘block’ sales if the client requirements are not met.
• Responsible to improve the quality of calls taken by the agents.
• Responsible to ensure that the SLA of the process is met on every sale made.
• Had the authority to issue relevant warning letters to the executives in case the client specifications are not met on calls.
• Had the authority to recommend termination of executive(s) to HR in case of finding any unethical practice followed by the executive(s).
• Responsible to conduct re-training session for the executives ‘on-need’ basis or when asked by the Account Manager.
• Responsible to send daily Quality Reports of the sales made to the Operations Team and Account Manager by the end of the respective shift.
• Responsible to share timely quality report with the Operations Team.
• Responsible to conduct at least one individual feedback session per agent, per week.
• Reporting to the Account Manager and Management.
Call Center Trainer • Personnel Network Group
January 2003 - September 2003
• Responsible to conduct Pre-Process Training.
• Responsible to conduct evaluation of Pre-Process Training.
• Conducted process training on imaginary product.
• Conducted evaluation of Process Training.
• Conducted role plays with the trainees.
• Conducted mock calls with the trainees.
• Reporting to the Account Manager and Management.
ITME • Manipal Informatics
December 2001 - December 2002
• Responsible to make outbound telemarketing calls.
• Responsible for my individual performance.
• Answerable to the respective team lead.
Education
2017 - 2020
Rabindranath Tagore University
Bachelor of Commerce
1996 - 1998
Milagres Pre University College
Skills
User Experience
- Web usability
Language
- English
- Hindi
- Gujarati
- Kannada
