Kanchan Rajdev

13 years at a telecom giant, climbing from agent to leading 25+ in retention. Now, 2 years at an app-based tech startup, managing Dubai ops & CS.

Senior Operations Lead - Invygo, Dubai

• Managing 50+ car rental dealers to streamline their Day‑to‑Day activities along with managing their car inventory, rental booking process and monthly invoice discrepancies via different Channels.
• Spearheaded cross‑functional teams to streamline operational processes, resulting in increase in efficiency and cost savings.

  Implemented new project management software, improving team collaboration and reducing project cycle.

• Led training workshops for team members on best practices in operational management,

  resulting in improved performance and customer satisfaction.

• Collaborated with key stakeholders to develop and implement strategic initiatives to drive business growth and achieve operational goals.
• Strong ability to identify workflow bottlenecks, implement process improvements, and meet departmental KPIs.
• Managed offshore contact centers in two countries with 300+ agents in each location, as well as an in-house team of more than 25 agents.
• Experienced in handling customer complaints, ensuring high First Call Resolution (FCR), and maximizing communication between departments and stakeholders.

Bachelors of Business Administration