Imanail Rao

Background

About Imanail Rao

Team Lead Ops at RealPage. Results-driven professional with 13 years of experience, recognized for exceptional process optimization and leadership. Currently driving efficiency, performance and workflow improvements.Team Lead Operations – Hinduja Global Solutions (Sep’22-Present)Highlights: Best Supervisor award for Q4’24 and Q1’25, Pat on the back for Q3’24, Got Client Appreciation for Maintaining SLAs.Process: Concur SAP, Essential Audit, Invoice capture & VerificationACADEMIC & CERTIFICATION SKILLSMBA (Finance and Marketing ) from MS University-2012RNL Programme | Presentation | Managing time effectively | Corporate image | Self Motivation | Group Dynamics | Self Motivation | Providing Feedback | Monitoring through checklist | Coaching skills | Goals Pathways to Success | Conflict Management | Lead by ActionACCOMPLISHMENTS Got a bronze award for maintaining the highest quality on the floor and a spot award for maintaining the lowest AHT on the floor. Always been on the top of the quality charts. Got Kaizen and Star awards in Connection’s process. Introduction of an advanced IVR system to address customer queries without human intervention. Development of a new case logging and monitoring software. Outbound triggers and Call Back Management system. Alert system for follow-up and closure of pending cases. Development of a new CRM with a one-click case assignment and transfer feature. Supervisor intervention for complex and specified case types.TECHNICAL SKILLS MS Office - Word, Excel, Power point, Outlook Spreadsheets - Excel, Google Sheets, OpenOffice, comparative analyses, pivot tables Sap Concur Salesforce Microsoft Power BI Pivot table Google FormsACADEMIC & CERTIFICATION SKILLSMBA (Finance and Marketing ) from MS University-2012RNL Programme | Presentation | Managing time effectively | Corporate image | Self Motivation | Group Dynamics | Self Motivation | Providing Feedback | Monitoring through checklist | Coaching skills | Goals Pathways to Success | Conflict Management | Lead by Action