Chaitanya Rao

Operations leader with 14+ years of progressive BPO/ITES experience and 4+ years at Manager/Deputy Manager level, including direct leadership of international programs (Zee5 Global across US, UK, UAE & Canada; NRI Health Insurance across UAE, USA & Canada). Skilled in managing large cross-functional teams of up to 120+ FTEs and 7 Team Leaders across voice, non-voice, chat, email, and social media channels, with strong command of SLA, Quality, Productivity, CSAT/NPS, FCR, AHT, WFM, and Customer Experience metrics. Proven track record in client-facing and stakeholder management with global clients, business reviews (WBR/QBR), advanced Excel/MIS reporting and analytics, and building operations centers from the ground up.

Experience spans Telecom, BFSI/Health Insurance, Travel, Retail/E-Commerce, and Entertainment Media domains.

Assistant Manager at Abhibus (2025-08 – 2026-05)

• Led a cross-functional team of 50+ associates and 4 team leaders across Social Media, Chat, Email, L2 Support, and Roadside Assistance verticals
• Designed and implemented strategic workflows that improved customer service response time by 20%, boosting client satisfaction
• Drove data-driven performance analysis and reporting that accelerated project delivery by 15% and reduced operational costs by 10%
• Improved NPS (CSAT) scores by 30% through targeted service-recovery and coaching initiatives
• Elevated Quality scores from baseline to a consistent 85%–90% range through calibration and coaching
• Managed shrinkage, attrition, and seat utilization while driving occupancy improvements to maximize workforce efficiency

Assistant Manager at PolicyBazaar (2024-07 – 2025-06)

International Client Base: UAE, USA, Canada

• Managed 5+ Team Leaders and 65+ Sales Associates in the General Insurance (Health Insurance) NRI domain, serving clients across the UAE, USA, and Canada, with revenue of ₹6 Crores per month
• Took conversion rate from 2% to 6.5% within a span of 6 months
• Consistently met and exceeded monthly SLA and sales targets through rigorous Month-over-Month (MOM) target vs. achievement tracking
• Maintained 96%+ quality scores while keeping team attrition under 2%
• Oversaw payroll processing, client coordination, performance appraisals, and leadership mentoring programs

Deputy Manager at Conneqt Business Solutions (2022-04 – 2024-06)

Directed and mentored 7+ Team Leaders and 120+ Associates across multiple sales and Customer Service verticals for Tata Play and Zee5 Global (US, UK, UAE and Canada), overseeing outbound sales and service operations across Hyderabad, Bellary, and Chennai

• Built new operations centers in Bellary and Chennai from the ground up, successfully scaling and leading 60+ heads as LOB Head across multiple centers in a client-facing capacity
• Sustained 96%+ quality standards while implementing strict attrition controls
• Strengthened client relationships to boost retention and secure long-term business growth
• Facilitated executive mentoring and skill-development sessions that lifted team KPIs and built a results-driven culture

Assistant Manager — Croma (E-Commerce) at Conneqt Business Solutions (2020-06 – 2022-04)

• Supervised 6+ Team Leaders and 110+ Associates across Email, Live Chat, Social Media, and L2 Escalation teams
• Streamlined e-commerce support workflows, improving first-contact resolution (FCR) and lowering handling times
• Analyzed productivity and operational bottlenecks to introduce adjustments aligned with Croma's SLAs and AI-driven support tools

Senior Operations Team Lead at Conneqt Business Solutions (2018-04 – 2020-05)

• Managed 30 Associates within Tata Play outbound and service verticals, maintaining quality benchmarks and attrition control
• Nurtured client partnerships to align delivery with satisfaction and retention goals
• Conducted coaching and performance interventions that lifted team-wide KPIs

Operations Team Lead at Conneqt Business Solutions (2016-06 – 2018-03)

• Led a team of 20 customer service associates for Tata Play operations
• Monitored daily performance metrics to sustain a 96%+ quality score

Senior Customer Care Executive at Conneqt Business Solutions (2014-09 – 2016-05)

Domain: Entertainment Media (DTH Services)

• Resolved complex inquiries and high-level escalations while providing floor support and onboarding for new hires
• Consistently met targets for Quality, AHT, NPS, and productivity

Customer Care Executive at Conneqt Business Solutions (2013-03 – 2014-08)

• Handled customer queries for Entertainment Media (DTH services), exceeding AHT and CSAT baselines

Customer Care Executive at Hinduja Global Solutions (HGS) (2012-08 – 2013-02)

Telecom Domain

• Delivered customer service in a high-volume environment, resolving inquiries and complaints while adhering closely to quality and AHT metrics

B.Sc. in Computer Science – Bundelkhand University (2011)