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Português
$
USD
Rima A
@rima_adhikary
Client Service Operations Leader
Índia
Inglês, Bengali
Sobre mim
I am Rima Adhikary a dynamic professional with 11+ years of experience in customer service and client operations. I will convert PDF to Excel, Word, or clean data entry with 100% accuracy
Habilidades
Rima A
offline •
Conheça meus serviços
Converter em arquivo editável
I will convert PDF to excel or word accurately
Design de PowerPoint
I will design professional business and student presentations in PPT
Experiência profissional
Teleperformance
Período integral • 3 yrs 6 mos
Assistant Manager-Operations / ACCM
Apr 2022 - Sep 2024 • 2 yrs 5 mos
Scale Management: Led end-to-end post–customer care operations across multiple LOBs with full responsibility for SLA delivery, quality governance, and workforce planning for 118+ FTEs. Performance Turnaround: Executed a strategic Lean improvement project that reduced 6,500+ aged backlog cases to under 600 within 3 months, restoring service levels and process stability. Operational Excellence: Improved AHT, backlog hygiene through structured audits, SOP reinforcement, and targeted RCA–CAPA initiatives across teams.
Assistant Manager-Operations / ACCM
Aug 2019 - Mar 2020 • 7 mos
Scale Management: Led end-to-end post–customer care operations across multiple LOBs with full responsibility for SLA delivery, quality governance, and workforce planning for 118+ FTEs. Performance Turnaround: Executed a strategic Lean improvement project that reduced 6,500+ aged backlog cases to under 600 within 3 months, restoring service levels and process stability. Operational Excellence: Improved AHT, backlog hygiene through structured audits, SOP reinforcement, and targeted RCA–CAPA initiatives across teams.
Assistant Manager-Operations / ACCM
Dec 2018 - Jun 2019 • 6 mos
Scale Management: Led end-to-end post–customer care operations across multiple LOBs with full responsibility for SLA delivery, quality governance, and workforce planning for 118+ FTEs. Performance Turnaround: Executed a strategic Lean improvement project that reduced 6,500+ aged backlog cases to under 600 within 3 months, restoring service levels and process stability. Operational Excellence: Improved AHT, backlog hygiene through structured audits, SOP reinforcement, and targeted RCA–CAPA initiatives across teams.
