Kishore Rajan

About Kishore Rajan

I am an accomplished Operations & Project Management Leader with over 19 years of…

Experience

1. Service Delivery Manager

   Cognizant

   Mar 2016 — Present · Bengaluru, IN

   Leading a team of Bilingual (French and English)associates with focus on teamwork, service excellence and ownership for resolving customer issues.Supervising and evaluating the work of Shift Leads, Knowledge Managers & Quality coaches and manage staff, analyse work flow to improve efficiency.Evaluate performance of team members and determine training needs.Responsible for tracking and documenting monthly performance of the team and rate them at YEA based on their contribution and score card.Monitor hiring, scheduling and staffing ratios based on forecast.Relationship building with support groups and people management in handling the tasks.Manage high visibility business escalations from client by driving quicker resolution and providing periodic updates.Owning an IVR project in converting the legacy stores to Cloud.Handling both French and English stores at Canada.

Education

• Pondicherry University

  Master of Business Administration - MBA, International Business

• Loyola College

  Bachelor of Arts - BA, French Language and Literature

Skills

• Javascript
• Business Analysis
• Business Intelligence
• Team Leadership
• Project Management
• Microsoft Office
• Data Analysis
• English
• French
• Java
• Leadership
• Management
• Team Management
• Vendor Management
• Market Research
• Sql
• Business Development
• Process Improvement
• Requirements Analysis
• Analytics
• Business Strategy