Raman Mishra
Service Delivery Manager at Cognizant
- Role
- Service Delivery Manager at Cognizant
- Location
- Delhi, IN
- LinkedIn followers
- 500 followers
About Raman Mishra
Right now, I am associated with Cognizant Technology Services India as Serivery Delivery Manager handling Quality piece for our Digital Operations. I am a seasoned leader with extensive experience in multiple areas of the business including service delivery, solution designing, Quality and workforce management. Over 15 years’ experience in Digital and E-commerce Companies both in Operations and Quality. I have over 15 years of Experience in Contact Center Industry both for inhouse and outsourced models. My Work experience includes (but is not limited to ) leading transformational initiatives, implementing and managing them. • I have experience in handling Customer Support function across industries in various capacities in various companies. I have handled voice (both inbound and outbound), Back Office & E-mail support. • Possess strong knowledge in Telecom, ISP, E-commerce and Social Media domain for technical Support, sales and service •I have handled International and Domestic processes in inbound customer support, Technical Troubleshooting, Back office, Email & Sales Support. • Achieving established goals for recruitment, training delivery, training proficiency & throughput, production hours, service levels, Quality, CSAT, revenue & profitability. • Have managed Large teams, running 24*7 operations • Have experience in developing procedures, service standards for business excellence. • Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship, management and planning. Proven Specialties in following areas: • Customer Service/Customer Relations • Workforce Management • Service Delivery • Operations Management • Call Center Capacity Planning • Process Mapping & Management • Performance Management • Team Management • Workload Management • Performance Optimization • Profitability Management
Experience
Service Delivery Manager
Jan 2021 — Present · Gurugram, IN
Education
Maharaja Agrasen Model School
12th, Commerce
1996 — 1998
ICFAI
Master of Business Administration (MBA), Marketing
2012 — 2014
Satyawati College, Delhi University
Bachelors Of Commerce, Commerce
1998 — 2001
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