Raju Sarkar

About Raju Sarkar

Charismatic, High Performing Senior Service Delivery Manager with close to 15 years of National experience in Customer Services Operations and Sales. My expertise lies in driving business development efforts, profit and loss oversight, team development, and leadership to expand shareholder value, and achieve organizational goals by overcoming complex business challenges & making high stake decisions using experience-backed judgment, strong work ethic & irreproachable integrity. My expertise also lies in successfully creating winning teams, and aligning them together to achieve organizational objectives. Over the years, I’ve earned a reputation for being an Efficient, Analytical, Customer-Centric Leader keeping knowledge and development at the epicentre of operations. I have a thirst for quality and for doing things right the first time, every time. My additional business initiatives & strategic development makes me a significant contributor to an organization. Conceptualizing strategic initiatives to propel the achievement of business goals, streamline operations, maximize staff performance & performance management Earning formal commendations and awards throughout a career from corporate management as well as colleagues for outstanding management style, and commitment to unparalleled customer experience I have been working in this industry for the past 15 years and have grown from an Associate to Senior Service Delivery Manager for one of the fastest-growing regions. In my current role, I am the Senior Service Delivery Manager for Swiggy Chat, Manipal Hospitals, Blinkit Chat & Blinkit Rider Support and Incnut Sales Operations for Pan India Customer Service business Operations, with Conneqt Business Solutions Limited & currently managing 850+ HC at Hyderabad Location. Managing 30 Million businesses per month Expertise in client management, people management & nurturing strategic customer, client relationships. Delivered consistently as expected by the top line management and met business plan targets (KPI, profitability) for the bottom line of the business.

Experience

1. Senior Manager Service Delivery

   Digitide

   Oct 2023 — Present · Hyderabad, IN

   Managing the Swiggy Chat (Food & Store LOB), Manipal Hospitals, Blinkit Chat & Blinkit Rider Support (BAU & Priority Queue) and Incnut Outbound Sales Operation (Hair and Skin Care) process for Pan India Customers with 700 associates, 38 TLs & 10 AMs, 3 DMs & 2 OM• Managing 30 Million Business/month which is delivering approx. with PnL management• My expertise lies in driving business development efforts, profit and loss oversight, team development and leadership to expand shareholder value.• My additional business initiatives & strategic development makes me a significant contributor to an organization.• Expertise in client management, people management, and client relationships. Delivered consistently as expected by the top-line management and met business plan targets (KPI, profitability) for the bottom line of the business.• Remotely managing other location like Kolkata, Bangalore, Mumbai, Pune, Indore and Mohali location from Hyderabad in both WFH & WFO module. • Successful project delivery on WIMO CSAT improvement, Reduction of Incorrect Gratification, CSAT improvement from 65% to 80%. • Managed multiple ramp up of 700 HC in 2021 for Swiggy, new Business Transitions• Driving C-SAT & Quality score by designing various project & initiatives• Conceptualizing strategic initiatives to propel the achievement of business goals, streamline operations, maximize staff performance & performance management • Preparing Roster and planning the Capacity for the process as per skeleton shared by client to ensure proper staffing as per the requirement. • Scheduling new hire training batches for Ramp up & Attrition backfilling as per capacity planned and requirement. • Reviewing TLs, AMs & DMs regularly for process improvement. Monitoring the executives (BQ mapping and tracking) to identify the areas where they need improvement and coordinating with the Training and Quality Team to develop specific modules for such areas.

Education

• Netaji Subhas Open University

  Bachelor of Arts - BA

  2011 — 2013

Skills

• Leadership