1. Satender Singh Raghav
H.No.77, Kherla, Gurgaon (Haryana)
M:+91-8800845545,9416653345/E-mail: raghavji81@gmail.com
Summary:
 I bring with me more than 8 years of experience with renowned organisations like Concentrix,
Indiabulls in their customer service operations department.
 Have got more than 6 years of experience in customer service in different domains like Emails,
Voice and Outbound.
 In-depth knowledge of the process and standards of customer service operations
 Handled customer service & sales for financial products like trading accounts, demat accounts,
equity market, financial market research, mutual funds etc.
 Got the expertise to handle most difficult customers to ensure that they are satisfied and that
they remain loyal customers of this company without costing the company too much money.
 Got the expertise in new business modal development.
 My motivational skills allow me to get all of the employees working to the best of their abilities
in a positive and friendly manner.
Achievements:
 ISO Certifications (ISO 9001 and ISO 27001) in Indiabulls Technology Solutions Ltd.
 Successfully prepared & implemented the SOP’s for Indiabulls Technology Solutions Ltd.,
Indiabulls Asset Management Company, Indiabulls Securities Ltd and Indiabulls Real Estate Pvt.
Ltd
Working Experience:
 Working at Concentrix Daksh Services Pvt. Ltd.(Formerly IBM Daksh) as Asst.
Manager-Operations Dec 2014 to Present
 Taking care of customer care -operations in Amazon.com.
Responsibilities:-
 Queue handling and ensuring the emails are handled in the scheduled period.
 Capacity Planning and Optimize staffing to ensure maximum productivity.
 Floor Support as an when required along with lead.
 Taking Escalation Chats/Emails
 Leave Management
 Absenteeism and attrition management
 Helping other geography like Jet airways when required.
 Acting as Ops hiring manager
 Ensuring the SLA targets are met.
 NHT training and floor live activities.
 Random monitoring to ensure the quality
 Knowledge sharing.
 Refresher trainings.
 Maintaining different trackers.
Asst. Manager- Customer Care & Telesales, M/S Normans Consultancy Pvt. Ltd.( July 2013-
Oct 2014)
Responsibilities:-
 Team Mentoring
 Floor Supervision
 Training and Development-Training for new hired trainees, Team refresher trainings.
 Ensuring daily targets are achieved by the team.
 SLA management
 Promoting our market research product in the market
 Handling of direct Walk- In in the office.
 Handling and distribution of data & follow-up on leads through LMS
 Capacity Planning and Optimize staffing to ensure maximum productivity.

2.  Quality Control
 Preparing EOD Reports.
 Preparation and publishing of Dashboard on Weekly and monthly basis.
 Knowledge Sharing
 Attrition and absenteeism management.
 Leave Management.
 Inter-Departmental Co-ordination.
 Team Motivation
 Monitoring-Monitoring of calls made by the Tele-callers.
Team Leader-Customer Care, Indiabulls Group (2006-2013)
 M/S Indiabulls Technology Solutions Pvt. Ltd
Duration in the Company:- 2011-2013
 M/S Indiabulls Securities Ltd
Duration in the Company:- 2006-2011
Projects Handled:-
1. Voice, Non-voice and Outbound processes for Indiabulls Securities Ltd.
2. Voice, Non-voice and Outbound processes for Indiabulls Asset Management Company.
3. Outbound process for Indiabulls Real Estate Pvt. Ltd
Responsibilities:-
 Team Handling
 Training and Development-Training for new hired trainees, Team refresher trainings.
 Taking escalation calls and handling escalated emails.
 Handling the cases escalated to Investor Grievance Cell.
 Handling of direct Walk- In in HO
 Handling and distribution of leads through LMS
 Regular Monitoring of AHT, TAT, ATT and SLA
 Quality Control
 Risk and Issue Tracker
 Performance Review
 Operation Metrics preparation & release to Management
 Helping the seniors in streamlining the processes like SOP preparations.
 Preparing EOD Reports & ensuring day end TAT is met.
 Preparation and publishing of Dashboard on Weekly and monthly basis.
 Attrition and absenteeism management.
 Leave Management.
 Reviewing/Monitoring-To reviews the resolutions on emails and calls.
Professional Qualification:
MBA from Guru Jambheshwar University Hissar in May 2005 .
Academic Qualification:
B.Sc with P.C.M (second division) from Dronacharya Govt. College Gurgaon in 2002
Intermediate from Sr. Sec. School Kherla Gurgaon in 1999.
Personal Information:
Father's Name: Sh. Jitender Singh
Date of Birth: March 28,1981
Language Known: English ( Written & Spoken), Hindi (Written & Spoken)
Passport: Yes