Shweta Rai has over 11 years of experience in BPO and consulting industries in operations, people management, recruitment, training, performance improvement, and project management. She is currently a Senior Manager at MattsenKumar Services Pvt Ltd where she has led process regeneration, performance improvement, and migrations for various clients. She also has experience in education and customer service roles at companies such as EXL Services, Educomp, IBM Daksh, and Wipro Spectramind.

1. Shweta Rai
C-21, Oasis Apartment, Plot-72, Sector 55, Gurgaon
E-Mail- shwetarai1@gmail.com
DOB: 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 date
Sr. Manager-Customer
Relations MattsenKumarServicesPvtLtd
Jan -2011 Dec -2012 Manager- CustomerRelations MattsenKumarServicesPvtLtd
Jun-2009 Dec -2009 BusinessManager Educomp
Nov -2006 Jun-2009
Assistant
Manager(Operations) EXL ServicesPvtLtd
Jan -2006 Nov -2006 QualityCoach EXL ServicesPvtLtd
Jan -2005 Dec -2005 Associate EXL ServicesPvtLtd
Jul -2004 Dec -2004 Technical SupportExecutive IBM Daksh
Jul -2003 Apr -2004 Associate WiproSpectramind
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

2.  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

3.  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