Rajat Taxali

 Leading a Team of 25 On-roll and Off-role customer care professionals (CCP).  Handling the Corporate Maintenance team catering the APA region i.e. Australia, New Zealand, Singapore & Hong Kong. Corporate Maintenance team responsible for providing in class services to corporate clients across various markets.  Responsible for critical and key metrics i.e. Case time resolution, Voice of Customer and Quality/Compliance.  Maintenance of Service levels with Clients and responsible for End to End project management.  Process improvements for reducing customer turnaround times.  Pivotal role between the Clients and Sales for Global Corporate Payments.  End to End after sales support to large corporations eg. IBM, Microsoft, Exxon Mobil etc.  Creation of Individual development plans for the CCP to enhance core knowledge as per their area of focus, thereby turning opportunities into strengths for individuals.  Performance improvement plans for Individuals to bring them up to the expectations/goals set by the company.  Opportunity for Cross selling corporate specific products (Corp Cards/BTA) and programs.

 Reconciliations of airline charges, refund and travel invoices and credits for statement purposes.  Service-level agreement and quality maintenance for better customer experience.  Driving aging in CSO (Corporate Service Operations) by publishing daily Aging reports to the Team Lead.  Creation of Scorecards for the Director, Team Leaders and customer care professionals in CSO, EMEA (Europe, the Middle East and Africa) and JAPA (Asia Pacific).  Maintenance of charge-outs, capacity plans and hiring plans for the business unit.  Preparing the business unit reviews for JAPA and EMEA.  Central coordinator for corporate JAPA and EMEA with on shore contacts in Australia, HK, SG, UK and ICC.  Formulating various daily and weekly reports to update senior leaders on critical metrics.  Formulating various calculators required by the CCP to calculate performance on various metrics.  Liaison with team leaders for preparing the counseling file and performance improvement file of the customer care professionals and act as a gatekeeper for all the documents and updates as per American express policies.  Liaison with finance, Resource Planning Centre and technologies for monthly payout processing, data dashboards etc.  Multi tasking within stringent timeframes to meet the monthly deadlines consistently.  Providing timely, actionable and profound information that will assist the leadership team to manage the inventory and resources.  Business continuity plan developer for EMEA and JAPA.

 Churn Management/Retentions (Revenue and Subscriber), Relationship Building, and Activities (Events and Engagement).  Managing a team of 12 Off-role employees as part of a new Subject Matter expert Service Structure.  Ensuring Visits and engagement with VIP’s.  Ensuring regular issue resolution.  Ensuring sales pitch and acquisition of New Vodafone Corporate Cards, Online Program website, Data Cards, FLD (Fixed Line)/ILL (Internet Leased Line), Toll Free Numbers etc.