Baldev Raj

Background

About Baldev Raj

Accomplished and dynamic professional in customer service with solid history of achievements in more than 20 years of experience. Demonstrated excellence in leading and developing contact center business with virtuous Customer Service, Retention, Team Management, Leadership development, Recruitment, Client Management, Quality Compliance & Controls, Planning, P&L. Remarkable experience in managing multiple businesses operating from multiple geographical locations & accomplish company plans & goals successfully. Talent for proactively identifying and resolving problems- reversing negative performance trends, controlling costs, maximizing productivity, and delivering sustained profitability. Expertise in leading high impact teams in domains such as Banking, Collections, E-Commerce, Telecom Entertainment with core competencies in Customer Services, Sales, Email, Chat, Back-office etc. An effective communicator with strong leadership, stakeholder management and analytical skills. Operations Management-Proven track record in a Call Center environment of leading large team in delivering excellent operations with particular emphasis on one contact resolution, driving efficiency improvements and enhanced profitability. Quality - Comprehensive knowledge of COPC, Kaizen Process, Problem solving process, Business process improvement models. Adroit in ensuring delivery of high quality services to support customer's business needs & achieving continued high customer satisfaction.