Shweta Rai

C-21, Oasis Apartment, Plot-72, Sector 55, GurgaonE-Mail- shwetarai1@gmail.comDOB: 1st October 1981

Summary: Overall experience of 11 years in the BPO & consulting industry with extensive knowledge of Operations, People Management- Recruitment & Training, Performance Improvements, Migration & Project Management.Excellent interpersonal & communication skills with proven abilities in Client & Team Management, planning & project implementation.

Highlights:- COPC® certified Registered Coordinator for Customer Service Providers- Conducted COPC certification audit & sales- Business Performance Improvement for a leading financial captive unit- Quality & performance improvement of DRTV Industry leader-Guthy Renker- Migration & set up of new processes- Insurance, Telecom & Technical

support- Recruitment, Training & Resource utilization- Team & Process Management

Professional Experience:

Jan -2013 Till dateSr. Manager-Customer Relations MattsenKumar Services Pvt Ltd

Jan -2011 Dec -2012 Manager- Customer Relations MattsenKumar Services Pvt LtdJun -2009 Dec -2009 Business Manager Educomp

Nov -2006 Jun -2009Assistant Manager(Operations) EXL Services Pvt Ltd

Jan -2006 Nov -2006 Quality Coach EXL Services Pvt LtdJan -2005 Dec -2005 Associate EXL Services Pvt LtdJul -2004 Dec -2004 Technical Support Executive IBM DakshJul -2003 Apr -2004 Associate Wipro Spectramind

MattsenKumar Services Pvt Ltd ( Jan 2011-Till date)

Process Re-generation & Performance Improvement for a leading financial captive unit including the creation of Operational Standards

Transition & set up of Spoken Communications , a leading contact center solution provider in Technova

Gap Analysis & Performance improvement for Guthy Renker in Spanco

Assisting the lead auditor in COPC® Certification audit –FIS, Interglobe Technologies and Firstsource Solutions

Handling Sales & Marketing for COPC-Industry leaders in Consulting, Training & Certification

Invoicing and office management- Billing, SOW & Contract preparation, Account level Financial Reconciliation

Educomp ( June 2009- Dec 2009)

Assisting the Director in the set up of three Takshila schools Forecasting & budgeting for the academic year Organization of events & Workshops to increase the footfall and

student strength Preparation of Press Release Recruitment, Admission & Procurement plan Academics including monthly planners, question papers, syllabus,

worksheet etc. Workshop for teachers & parents Payroll

EXL Services ( January 2005- June 2009)

Assistant Manager (Operations) Nov’06- Jun’09: Successful Migration of process which required onsite travel to Chicago Lead & participated in weekly and monthly client calls Preparation & presentation of monthly scorecard to the clients and the

management Conducted exhaustive process training Lead, direct & manage a team of 50 FTEs to achieve business

objectives and Client Service Level Agreement. Maximize Revenue generation through optimizing resource utilization. Constantly monitor and analyze Performance. Suggested a number of ideas to change the performance evaluation

system to make sure colleagues (Agents and TMs) are rewarded for exceeding performance on client SLAs

Actively participated in the ISO team in early 2007 for the Vertex ISO Audit

Member of Fraud Management Team Conducted Orange Strategic Toolkit training for the entire Floor Lead & participated in the Daily Performance call with Client Awarded Team Manager of the Quarter Guide individuals towards goal achievement using negotiation,

teamwork / collaboration, motivation and staff development skills

Quality Coach (Reporting to Operations) Jan`06- Nov`06:

Coached & monitored agent to maximize performance in order to achieve the Key SLA’s

Conducted Process Refresher’s & Quality Sessions SPOC for receiving & sending Client Feedback Maintained & updated process’s learning’s log Was heading the Client Calibration to ensure low variance in the

monitoring process Was responsible for preparing & publishing the Weekly Quality &

Calibration Report Actively Participated in the ISO Audit Managing the team in the absence of the Team Manager. Was a part of the Management Development program in the year 2006

Associate Jan`05 –Dec`05:

Worked as an Associate /Sr. Business Associate with Orange Primary Responsibility was to take calls and handle customer’s query. Worked as a RED HAT and was actively involved in mentoring new

agents on the Floor Worked in close liaison with the Red Hat team from UK to ensure

smooth transition of the billing process and was awarded by the Clients for the same.

Was awarded as the “Star of the Team” and “Agent of the Month”

Daksh IBM (July 2004 – December 2004)

Worked as a TSE with QuickBooks and was responsible for Financial & Technical troubleshooting of the software over the phone

Wipro Spectramind (July 2003 – April 2004)

Worked as an Associate and the profile involved taking calls for inbound sales, customer services & collections.

Worked with the process CompuServe Billing and the profile involved solving billing queries of the customers.

Educational Qualifications:

Pursuing MBA from Sikkim Manipal University Completed Bachelors in Commerce from Shree Ram College of

Commerce ,Delhi Completed Senior Secondary & Higher Secondary from Carmel School,

scoring 90% & 86% respectively