1. CURRICULUM VITAE
#104, RR Heights Apartments,
Near: Timber Factory, Suryanagar Colony
Old Alwal, Hyderabad, Pin 500010.
Mail: naiduibm@gmail.com
RAJENDRA BABU MP Cell: +91 8978288775
OBJECTIVE: To work in a professional environment that allows me to grow
professionally, while being able to utilize my skills for the betterment of the organization with
the best use of my dedication, determination and resourcefulness and exceptional people
skills.
PROFESSIONAL SYNOPSIS:
• 8+ years of experience in BPO
• Currently associated with First American India PVT. Ltd as a Team Lead
• Excellent communication and presentation skill, together with demonstrated
skills in leading teams towards achievement of organizational goals
• Building a rapport with customers and staff to ensure profitable operations,
ensuring maximum customer satisfaction by providing best in class experience
• Excellent communication and presentation skill, together with demonstrated
skills in leading teams towards
• People Connect
TECHINCAL QUALIFICATION:
• MS- Office
• Accounting Packages
• SAP and Oracle 11i
AREAS OF EXPERTISE
• Operations Management
• Service Delivery
• RCA Developer
• SLA Management
• BCA Management
• High Level Reports , Preparing PPT ( TAT Report )
• People Management
• Process & Performance Management
• Client Management, Report Management
• Operations Governance Model
TRAINING AND CERTIFICATION:
• US Mortgage – Level 1 Course certification from Corporate team (Academy)
• Certified EMBARK– BPO first time lead program from Corporate team
(Academy)
PROFESSIONAL EXPERIENCE:

2. I .ORGANIZATION : First American India (pvt)
POSITION : Team Leader.
DURATION : Apr 2011 to Sept 2015. (Immediate Joining)
KEY ACHIEVEMENTS:
• Managing various reports which includes TAT, Volume Metric, incomplete invoice ,
Migration invoicing report, bad debt analysis and aging reports, Adjustment report,
• Sustaining in Quality for high end – priority based project – Final Audit
• Worked on a kaizen’s wherein, I could save 1 FTE on priority state i.e. Florida which
has more customers
• Successful in promoting 30% of the teams to next level (from senior associate level to
SME –subject matter expert)
PRIMARY RESPONSIBILITIES
• Managing a team with span of 19 Management.
• Reviewing the production metrics of teams and individuals.
• Interface with India and US based managers on production, quality and security
guidelines
• Manage performance, Leave and Attrition
• Conduct performance reviews and year end appraisals for assigned Associates
• Constantly evaluate the results to determine if performance objectives are being met
and adjust accordingly
• Conduct daily huddle to set the expectations for the day with the team
• Effective BCP strategies and planning / implementation, Preparing the BCP report for
the higher management for the Organization
• Drive best people practices to ensure attrition rate is kept under control.
• Give regular feedback to the team on their performance and give them a clear Line of
Sight in terms of career growth.
• Monitoring the overall functioning of process, identifying process gaps and advise
controls and improvements to maximize customer satisfaction level
• Meeting SLA parameters. Monitoring the process metrics on daily basis and directing
the teams with the plan of action to meet targets
• Timely generation and Analysis of Reports. Understands the purpose of business
transformation and communicates this clearly within the team. Ensuring that the
quality / accuracy norms are met as per the SLA
• Assigning process to the Team Members, Ensure overall quality of the project.
• Preparing reports to higher management,
• Developed many auto templates on TAT / accuracy / allocation / control workflow /
to find out the RCA on workflow
• Monitoring process efficiency and effectiveness by way of conducting quality checks
and audits, which are used as a significant input for determining the incentive payout
to team members
• Support the team and provide guidance when/where required.

3. • Ensuring the Month End Activity closely and Preparing RCA for better
• Taking adhoc request , and deploying team for the special Project
II
ORGANIZATION : IBM Daksh Business Process Services (P) Ltd
POSITION : Lead Operations –(Joined as Processor
Step Out as Lead Operations
DURATION : Sep 2005 – Apr 2011.
KEY ACHIEVEMENTS:
• I have been on KT to GURGON / Chennai PepsiCo’s Head office for the period of 4
months / 9 Months and trained the Team about the Process and stabilized the
Process.
PRIMARY RESPONSIBILITIES
• Handling of 18 Team members.
• Handling the ACL Tool and Preparation of daily reports of the duplication of the entry,
which highlights the productivity and any other problems faced in the process.
• Fixing RCA (Root cause analysis) to cut down the volume, where we educate the
vendor to transmit the work in easier way to get them paid.
• Preparation of daily Aging, production report, which highlights the productivity and any
other problems faced in the process.
• Preparing the TVC Reports for total Process payable team and along with weekly &
monthly reports.
• Handling Escalations, Varies queries raised by the Suppliers.
• Calling the Vendors and Supplier for resolving the queries and give them 100%
satisfaction.
• Ensure all the Major vendor accounts are clean and the invoices/issues are resolved
within the stipulated time.
• Implemented training plan and provided training and development for individuals to
equip them to shoulder more responsibility and authority for better participation.
• Fixing RCA (Root cause analysis) to cut down the volume, where we educate the
vendor to transmit the work in easier way to get them paid.
• Meeting SLA’s and TAT.
Nature of Work Done:
• Indexing the check from the GIW software to Citrix.
• Billing the customer as per the meter reading,
• Changing the customer address as per they request,
• Analyzing the root cause of the over billed,
• Communication and follow up with clients.
III - NON Relevant Experience
Organization : M/s NIIT Pvt Ltd,
Hanamkonda, Warangal (DT) Andhra Pradesh -506003
Duration : From Aug 01st
2003 to June 30th
2005
Designation : Sr Coordinator
Department : AP1000 School Computerization Program Taken by NIIT
• Role : School Coordinator for AP1000 School
Computerization Program Taken by NIIT,
Hanamkonda, Warangal (DT) Andhra Pradesh.
• Organization : National Institute of Information Technology (NIIT)
• Duration : From August 01st
2003 to June 30th
2005
• Profile : International Organization in Information
Technology & Education.
Nature of Work Done:
• Training the Computer Facility, Maintaining the salary expenses accounts
• Software Installation and Handling Hardware maintenance.
• Clearing the queries at Government Schools Computer Lab.

4. COMPUTER SKILLS:
Platforms : Windows 2000, XP.
MS Office : Word, Excel, PowerPoint,
Tools : SAP ( IBM) and Oracle 11i ( FAI)
EDUCATION :
Graduation: Bachelor of Commerce
University: Kakatiya University
Intermediate: Railway Junior college.
University: Board of Intermediate education Andhra Pradesh
PERSONAL DETAILS
Father name : Prem Kumar M
DOB : 23-10-1976
Pass Port : H5425882
Sex : Male
Marital status : Married
Nationality : Indian.
Language Known : English, Tamil, Kannada, Telugu, Hindi
Hobbies : Music, Reading.
DECLARATION:
I declare that the information given above is true to the best of my knowledge.
PLACE: Hyderabad YOURS FAITHFULLY
DATE: (RAJENDRA BABU M P)