Rajat Saini
Operations Manager
Chandigarh
Summary
Seasoned Operations Manager with a strong background in Civil Engineering and extensive experience in the Lead Generation, Sales, CRM, Customer support and Quality Assurance sectors. Demonstrated expertise in leading and managing teams, driving qualitative improvements, and enhancing operational processes across diverse geographies including India, UK, and USA. Proven ability to collaborate with cross-functional teams to implement effective improvement strategies and deliver exceptional client satisfaction. Adept in handling email, chat and voice processes, developing site-level insights, and leading internal projects for performance enhancement. Known for a meticulous approach, strong leadership skills, and a problem-solving attitude, with a consistent track record of exceeding KPIs and fostering team development
Overview
8
8
years of professional experience
6
6
years of post-secondary education
2
2
Languages
Work History
Process Operations Manager
eClerx
01.2025 - Current
- Lead multiple teams of analysts and senior analysts, providing mentorship and guidance while ensuring high-performance outcomes.
- Used Salesforce CRM to maintain customer details and leads
- Spearhead a diverse range of case studies focused on key areas such as Sales, Conversation rate, Upsell volume and percentage, customer acquisition, NPS (Net Promoter Score), customer journey, product enhancement, and repeat call analysis.
- Manage and facilitate seamless communication between both internal teams and external stakeholders, ensuring alignment across all parties.
- Lead case study management for a major US telecom giant, overseeing both internal and external research initiatives.
- Oversee the coordination of multiple Lines of Business (LOBs) for various clients across different global regions, ensuring consistent and high-quality delivery.
- Maintain a sharp focus on data integrity, ensuring that all studies meet quality standards and are delivered accurately to clients.
- Extract actionable insights from complex data sets, providing clients with valuable strategic direction.
- Manage regular client calls and interactions, fostering strong relationships and ensuring alignment with client needs and expectations.
- Create and deliver customized, data-driven dashboards for clients, empowering them with real-time insights for strategic decision-making.
- Provide daily updates and maintain transparent communication with clients, offering insights and actionable recommendations on a Day-of-Delivery (DoD) basis to ensure maximum value.
Quality Assistant Manager
Teleperformance
06.2023 - 08.2024
- Directly managed a team of B2B sales representatives
- Managed a pool of 60+ B2B clients
- Implemented B2B sales strategy for a major US client across multiple geographical locations
- Started and oversaw multiple projects which resulted in 10% increase in conversion rate QoQ
- Managed sales operations for clients across three different geographic regions: India, UK, and AMR.
- Conducted multiple clients calls on a weekly and monthly basis.
- Provided leadership in the quality domain, adept at managing both chat and voice processes.
- Worked extensively on Weekly Business Reviews (WBRs), Monthly Business Reviews (MBRs), and Annual Business Reviews (ABRs).
- Developed and implemented site-level insights for operational enhancement.
- Led several internal projects aimed at improving overall performance.
Team Leader Quality
Teleperformance
07.2021 - 06.2023
- Directly handled a team for B2B sales and generated 100+ leads
- Used cold calling, email campaigns and chats to initiate contact with prospects.
- Created multiple reports to effectively track lead generation, sales metrics and potential future sales numbers
- Ran projects to increase revenue and lead generation quality/volume
- Ran a project to increase client retention and future prospects of sales and lead generation
- Supervised and managed a team of 15 quality analysts.
- Collaborated with Operations and Training departments to develop and implement detailed process improvement procedures.
- Accountable for the enhancement and implementation of key performance indicators (KPIs).
- Ensured quality assurance in sales-driven processes.
- Facilitated multiple client interactions on a weekly basis.
- Possessed extensive expertise in sales processes for the US and Canada (AMR) regions.
Quality Analyst
Teleperformance
01.2020 - 01.2021
- Collaborated closely with external and internal stakeholders to deliver comprehensive analytical insights for US technical support.
- Participated in several internal quality projects and addressed requirements for process-wide refreshers.
- Accountable for conducting monthly quality PKTs and tests to evaluate knowledge and efficacy.
- Managed relationships with external clients in the US market.
- Led and facilitated multiple weekly calls, including calibration sessions and other process-level interactions.
Customer Support Executive
Teleperformance
01.2020 - 12.2020
- Possessed in-depth process expertise in technical support for the Indian GEO.
- Specialized in customer handling and problem-solving, delivering result-driven solutions for non-Android platforms.
- Served as a Subject Matter Expert, providing support to multiple teams.
- Consistently achieved top performance in key performance indicators (KPIs) such as Quality and Customer Satisfaction (CSAT).
Customer Support Executive
Teleperformance
01.2018 - 01.2020
- Served as a content moderator for clients specializing in short video formats.
- Delivered critical insights for platform enhancement, leveraging in-depth knowledge of social media trends and analytics.
- Offered comprehensive recommendations to clients for process optimization and platform improvement.
Content Writer
AUTUA Private LTD
01.2017 - 01.2018
- Conducted thorough research on industry-related topics to stay abreast of current trends.
- Crafted clear and compelling marketing copy to effectively promote products and services.
- Developed well-structured content to enhance brand value and engagement.
Education
B.Tech - Civil Engineering
Haryana Engineering College
01.2013 - 01.2017
XII - undefined
Career Academy School
01.2012 - 01.2013
X - undefined
Carmel Convent Sr. Sec School
01.2010 - 01.2011
Skills
- Sales & Revenue Generation
- Lead Creation and maintenance
- Pipeline Management
- Sales Forecasting & Reporting
- Sales Analytics & Metrics
- Operations Management
- Customer Focus
- Customer Engagement
- Performance Metrics
- Client Interaction
- Stakeholder Management
- Quality Assurance
- Project Management
- Process Improvement
- Team management
- Communication
- Sales strategy
- Critical thinking
- Revenue generation
- Upselling
- Suggestive selling
- Team building
- Recruitment and selection
- Leadership
- Problem solving attitude
Timeline
Process Operations Manager
eClerx
01.2025 - Current
Quality Assistant Manager
Teleperformance
06.2023 - 08.2024
Team Leader Quality
Teleperformance
07.2021 - 06.2023
Quality Analyst
Teleperformance
01.2020 - 01.2021
Customer Support Executive
Teleperformance
01.2020 - 12.2020
Customer Support Executive
Teleperformance
01.2018 - 01.2020
Content Writer
AUTUA Private LTD
01.2017 - 01.2018
B.Tech - Civil Engineering
Haryana Engineering College
01.2013 - 01.2017
XII - undefined
Career Academy School
01.2012 - 01.2013
X - undefined
Carmel Convent Sr. Sec School
01.2010 - 01.2011
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