Raunak Mishra

About Raunak Mishra

Graduate with 15+ years’ experience in BPO Operations Delivery, Client Mgmt & Sales• Expertise in leading, directing and managing teams and ensuring effective & efficient workings with the motive of achieving organizational goals positively • An effective communicator with excellent relationship building & interpersonal skills; possess a flexible & detail-oriented attitude

Experience

1. Deputy General Manager Operations

   Concentrix

   Nov 2016 — Present · Gurgaon, IN

   Managing a span of 300+ across multiple LOB’s for one of the biggest e-commerce. • Responsible for Revenue, Gross Margin and operating income for one of the digital clients for 4 Geos and 3 channels.• Managing stakeholder communication across multiple lines of business on operational milestones process change and escalations • Driving improvement initiatives that positively impacts Client satisfaction & business profitability• Identifying areas of opportunity and facilitating improvement projects which can result in significant improvement in profitability• Identifying process gaps and automation opportunities • Presenting weekly and monthly business reviews to clients and other relevant stakeholders• Implementing and promoting employee retention programs aimed at lowering attrition• Ensuring continues interaction with clients to analyze requirements, provide customized services and moreover adding value to the business • Support internal/ regulatory audits by providing the detailed documentation specified by the audit team for their area of work • Steering efforts in improving the operational system, process and policies in support of organisational mission • Conducting review on weekly performance and capacity planning to ensure healthy service levels are achieved • Overseeing and auditing the operational reports to ensure data integrity and accuracy

Education

• Kendriya Vidyalaya

  +2

  1992 — 1998

• Delhi University

  Bachelor's degree

  1998 — 2004