RAJEEV CHOWDHRY

Res.: 95124-2350304 / Mobile: +91 9899407157; Email: rajeevchowdhry@ hotmail.com

- Training/Transition
- Process Optimisation

- Operations Management
- Team Leadership

- CRM
-Quality Assurance

Exigent assignments in the fields of Communication & Process Training ~ Transition (International
Operations) ~ Quality ~ Operations Management with a growth oriented organisation of repute.
CAREER SKETCH

A qualified M.B.A (Marketing / HR); astute & result oriented professional with 7 years of experience in
Training & Development, Service Excellence Management, CRM/ Operations Management, Quality
& Compliance; Team Management.

Presently working as Assistant Manager - Talent Transformation with WIPRO BPO Ltd.

Recently completed Process transition in New Jersey (Dec07-Jan08) for a global leader in innovative
pharmaceuticals, generics, vaccines and consumer health products. Conducted a Process mapping exercise
and worked on detailing each step of the process (using Process Flows) as it is to occur at the new site.

Conducted Language / Communication / Soft Skills Training for US based: Global Web services Company;
Broadband Wireless & Communications technologies giant; Global leader in technology industry.

Adjudged Star of the Month (based on consistent & highest Training Performance Scores & overall Trainee
Feedback); felicitated with award for the best idea-The Idea Factory (an in-house Best Practice Sharing
Forum).

Proficiency in planning / scheduling / conducting training programmes on Process & Communication.

Adept in coordinating with clients; interface to understand their requirements & provide customized services.

A keen planner with track record for developing and working on implementation of operational policies/ norms,
systems & controls, motivational theories & Customer Service standards.

Travelled abroad extensively; currently hold 10 years Multiple Entry Visa to the U.S.

An out-of-the-box thinker with exceptional Communication skills; strong analytical, problem solving &
organisational abilities.

PROFICIENCY FORTE
Training & Development

Identify training needs on Language/Communication/Soft Skills, conduct programmes & measure

effectiveness.

Design & develop training modules & customize training programmes based on training need analysis to
enhance manpower skills & efficiency.

Conduct workshops on 'Coaching & Feedback'.

Lead teams towards higher service level percentage by checking Sample Calls on a weekly basis.
Service Excellence Management

Manage Operations for rendering & achieving quality services.

Goal setting for Shop Floor, according to Service Level Agreements & Monitoring Productivity.

Analysing MIS reports & other statements in order to keep the Shop Floor updated on Process operations;
assist in critical decision-making process.

Liaison with cross-functional departments to facilitate timely resolution of Customer issues.

CRM/ Operations Management

Conduct meetings with client to understand their requirements & resolving issues/ queries pertaining to
services for accomplishing customer satisfaction metrics.

Facilitate Quality & Communication related Calibration sessions with Managers, Team Leaders & Trainers to
ensure consistency and seek / deliver feedback on performance.
Quality & Compliance

Mapping Clients requirements by maintaining trend/analysis based on weekly Customer Satisfaction &
Language monitor scores, implementing processes in line with the guidelines specified by the Client.

Ensuring teams adhere to all the quality tool and procedures.

Team Management

Managing Team functions viz, planning, recruitment, selection & performance management (including
performance/quality evaluation).

Leading, mentoring & monitoring the performance of team members to ensure efficiency in Process operations
& meeting of individual & group targets.

Creating & sustaining a dynamic environment that fosters development opportunities & motivates high
performance amongst Team members.

CAREER HIGHLIGHTS

Since Jan06 as Assistant Manager - Talent Transformation with WIPRO BPO Ltd., New Delhi
Identify training needs, Conduct Language/Communication/Soft Skills Training, Train-the-Trainer workshops
and measure effectiveness for US based: Global Web services Company; Broadband Wireless &
Communications technologies giant; Global leader in technology industry.
Instrumental in developing Communication related Content - design & develop new training modules and
customize existing training programmes based on training need analysis; conduct random audits.
Pivotally change the existing Call Monitoring Form for various processes, by making it more Customer Centric.
-

Mentor and Coach new Team Members (Trainers).

Conduct Voice Profiling and skill check for new hires, across all lines of business, to ensure quality hiring.
Facilitate Process Calibration sessions with Managers, Team Leaders & Trainers to ensure consistency & to
seek/ deliver feedback on performance.

Sep04-Dec05 as Team Leader (Communication) & Floor Support Trainer with Convergys India
Services, Gurgaon
Spearheading the Team of 10 Communication Coaches (resource with an ability to monitor & coach agents on
Language & Communication skills).
Astute in handling the piloted software introduced for monitoring Calls; provided its training to Operations &
Support functions.
Felicitated with an award 'Power of One Champion' for sustained commitment to living the Convergys
values.
Instrumental in pitching Value Add Presentation to the entire Team, to illustrate how to perform various
Program related tasks & activities better, in order to improve performance and maximise productivity.
Bagged Appreciation Certificates titled In Tune with Operational Excellence - STAR PERFORMER and
Thank You for your Excellence in Action from the Director of Operations.
Jan04-Aug04 as Trainer & Faculty (English) with The Princeton Review
Played a pivotal part in enhancing the performance of aspiring candidates with below average Language/Verbal
ability to come up the Learning Curve & perform well in the tests (GMAT/GRE/TOEFL/SAT).
May01-Oct03 as Consultant- Inbound Call Centre with American Express (Travel Related Services)
-

Astutely managed activities related to Process Improvements by identifying service delivery gaps.
Efficiently motivate teams to meet Key Performance Indicator's; achieving laid down targets & goals.
Played a pivotal part in providing Level I, II & III Support; facilitate resolving difficult customer queries like
credit card charge disputes, fraudulent charges and make online financial adjustments.
Liaison with cross-functional departments like Customer Liaison Unit, New Accounts Department, Mail
Dispatch Section, Corporate Services; Card Member Maintenance to facilitate timely resolution of Customer
issues.
Theorised 'Motivational Theory on Cross Sell of Financial Products' which was implemented by the Program.
Felicitated with an Award for Impeccable MIS/Punctuality/Schedule Adherence as also for Creative
Excellence.

Jul98-Mar99 as Copywriter (Creatives) with Big Dot Advertising & Communications, India
Successfully worked on developing Advertising Campaigns; wrote & edited content for Corporate brochures.

ACADEMICS & CREDENTIALS

M.B.A (Marketing / HR) from Lal Bahadur Shastri Institute of Management, New Delhi in 2001.
Post Graduate Diploma (Advertising & Communication Management) from The National Institute of
Advertising, New Delhi in 1999.
B.Com from Delhi University in 1996.
Project Executed:
Title
: Extent of Reach & Awareness of Consumer Promotions for The Coca-Cola
Company in Delhi Market for the duration of May-June 2000.
Description : The project was designed to understand the reach and success of promotions, with suggestions
for increasing brand visibility & market share.
Research/ Article
Regional Conflicts in the Modern World
Bagged 2nd Prize at All-India level; publication made in Competition Success Review Magazine
(Nov'91 issue, Pg. 81).
IT SKILLS

Well versed with NICE, Globestar, ARIMSP, STAR, GENESIS for Credit Card information Database Management; MS
Office 2000 (Word, Excel, Power Point).
ACCOLADES

Bagged award for Best English Elocutionist & Debater at Daly College, Indore.
Awarded the Best Extra Curricular Achievement Award at College for two consecutive years.
Chief Student Editor of College Publications.
PERSONAL DETAILS

Date of Birth
Address

:
:

14th February, 1975

M-12/26, Phase-II, DLF City, Gurgaon-122002.