Rakesh Bangera
Indore
Summary
Dynamic leader with a proven track record at Taskus India Pvt. Ltd, recognized for enhancing team efficiency and achieving a 95% improvement in quality metrics. Expertise in customer management processes and data analysis complements strong skills in strategic planning and team coordination. Notable for delivering impactful coaching and performance reporting, driving substantial operational advancements. Career goals include leveraging these competencies to further enhance organizational performance and customer satisfaction.
Overview
9
9
years of professional experience
Work History
Team Leader
Taskus India Pvt. Ltd
Indore
01.2024 - Current
- Set clear goals for each team member, while keeping track of their progress.
- Facilitated coordination among teams for process enhancement.
- Directed quality assurance measures, resulting in a 95% boost in overall quality.
- Contributed to the formulation of strategies for boosting team efficiency.
- Developed clear SOPs to streamline team activities.
- Produced recurring reports summarizing team efficiency, performance data, and overall achievements.
- POC to manage all data related to the WBR/MBR deck, and the monthly timecard for billable hours data.
- Delivered feedback and coaching during routine reviews of team performance.
- Evaluated skill gaps within the team and organized necessary training.
Quality Analyst
TaskUs India Pvt. Ltd
01.2022 - 12.2023
- Developing evaluation programs.
- Monitoring customer interactions.
- Calibration sessions with the team and clients.
- Training and coaching session.
- Creating a quality dashboard on a regular basis.
- Creating a weekly dip check.
- POC to manage all data related to WBR/MBR deck and teamwork.
Growth Manager
MOUNT INTERNATIONAL
Indore
06.2021 - 06.2021
- Executed marketing tactics driving steady increase in new customers.
- Expedited fulfillment process.
- Projected resource demands by reviewing impending program proposals.
- Developed and implemented daily operations.
- Acquiring new customers.
- Working with the marketing team and the product development team.
- Working on the Excel sheet to prepare for future growth.
Operation Manager
Noble Group SA
06.2019 - 04.2021
- Company Overview: Angola
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans
- Working with more than 2000 article mix of food, cosmetic & electronic on SAP
- Managing team and updating reports
- Evaluated upcoming program plans to forecast expected resource needs
- Developed and implemented daily operations
- Angola
Customer Care Executive /FCU Lead
Hinduja Global Solutions
Indore
06.2016 - 02.2019
- Facilitated resolution of return, refund, and order-related questions via handling inbound customer calls.
- Managed Level 2 escalation calls.
- Enabled new hires to complete OJT with SME assistance.
- Performed call audits and provided feedback to associates.
- Operated call handling system efficiently.
- Engaged as a subject matter expert in various topics.
- Directed efficient handling of internal and external correspondence.
- Served as Investigate Officer in Fraud Control Unit.
Education
B. Com - TAX
St. Paul Institute of professional studies
Skills
- Excellent problem-solving abilities
- Knowledge of Customer Management Processes
- Customer Service Operations
- Highly Organized
- Sales and marketing
- Planning and coordination
- Data analysis
- Performance reporting
- Team coordination
- Coaching feedback
Hobbies and Interests
- Cricket
- Dancing
- Photography
- Travelling
Languages
- English
- Hindi
Timeline
Team Leader
Taskus India Pvt. Ltd
01.2024 - Current
Quality Analyst
TaskUs India Pvt. Ltd
01.2022 - 12.2023
Growth Manager
MOUNT INTERNATIONAL
06.2021 - 06.2021
Operation Manager
Noble Group SA
06.2019 - 04.2021
Customer Care Executive /FCU Lead
Hinduja Global Solutions
06.2016 - 02.2019
B. Com - TAX
St. Paul Institute of professional studies
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