Jacob Raj
Associate Director at MediaMint- Claim this Profile
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Topline Score
Bio
LinkedIn User
Jacob has a detailed oriented approach towards his work. He watches the daily reports like a hawk without loosing the sight of the strategic objective. During the time when i worked with Jacob, he proved to be incredibly helpful and knowledgeable. He always had an efficient strategy lined up to make our work go smoothly and was excellent in communicating his ideas to the rest of the team. Jacob is methodical, organized and very creative. His ability to connect people, inspire the audience and presentation skills are amazing. I will recommend Jacob for any company for next level role.
Shubrangshu Banerjee
It's been 5 years that I know Jacob. He is very sincere towards his job and he knows what his job demands and is well equipped with the required skill-set which makes his job easier for him when compared to his other colleagues. He has taken higher responsibilities and had done excellent justice to the job while doing so. I wish Jacob continuous success both professionally as well as personally. It was great knowing and working with Jacob. All the best buddy:-)
LinkedIn User
Jacob has a detailed oriented approach towards his work. He watches the daily reports like a hawk without loosing the sight of the strategic objective. During the time when i worked with Jacob, he proved to be incredibly helpful and knowledgeable. He always had an efficient strategy lined up to make our work go smoothly and was excellent in communicating his ideas to the rest of the team. Jacob is methodical, organized and very creative. His ability to connect people, inspire the audience and presentation skills are amazing. I will recommend Jacob for any company for next level role.
Shubrangshu Banerjee
It's been 5 years that I know Jacob. He is very sincere towards his job and he knows what his job demands and is well equipped with the required skill-set which makes his job easier for him when compared to his other colleagues. He has taken higher responsibilities and had done excellent justice to the job while doing so. I wish Jacob continuous success both professionally as well as personally. It was great knowing and working with Jacob. All the best buddy:-)
LinkedIn User
Jacob has a detailed oriented approach towards his work. He watches the daily reports like a hawk without loosing the sight of the strategic objective. During the time when i worked with Jacob, he proved to be incredibly helpful and knowledgeable. He always had an efficient strategy lined up to make our work go smoothly and was excellent in communicating his ideas to the rest of the team. Jacob is methodical, organized and very creative. His ability to connect people, inspire the audience and presentation skills are amazing. I will recommend Jacob for any company for next level role.
Shubrangshu Banerjee
It's been 5 years that I know Jacob. He is very sincere towards his job and he knows what his job demands and is well equipped with the required skill-set which makes his job easier for him when compared to his other colleagues. He has taken higher responsibilities and had done excellent justice to the job while doing so. I wish Jacob continuous success both professionally as well as personally. It was great knowing and working with Jacob. All the best buddy:-)
LinkedIn User
Jacob has a detailed oriented approach towards his work. He watches the daily reports like a hawk without loosing the sight of the strategic objective. During the time when i worked with Jacob, he proved to be incredibly helpful and knowledgeable. He always had an efficient strategy lined up to make our work go smoothly and was excellent in communicating his ideas to the rest of the team. Jacob is methodical, organized and very creative. His ability to connect people, inspire the audience and presentation skills are amazing. I will recommend Jacob for any company for next level role.
Shubrangshu Banerjee
It's been 5 years that I know Jacob. He is very sincere towards his job and he knows what his job demands and is well equipped with the required skill-set which makes his job easier for him when compared to his other colleagues. He has taken higher responsibilities and had done excellent justice to the job while doing so. I wish Jacob continuous success both professionally as well as personally. It was great knowing and working with Jacob. All the best buddy:-)
Credentials
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Operational Excellence Foundations
LinkedInOct, 2019- Nov, 2024
Experience
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MediaMint
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India
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Advertising Services
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700 & Above Employee
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Associate Director
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Jan 2020 - Present
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Telligent Support LLP
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India
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Outsourcing and Offshoring Consulting
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100 - 200 Employee
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Senior Service Delivery Manager
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Nov 2016 - Apr 2019
Responsible for client service and daily operational administration management for 650 + FTE supporting 5 US-based projects: Gaming, Tech Support, Customer Service & E-Commerce Support. Identified process & product improvement opportunities using analytics & provide critical insights to management and client. Initiated direct labor costing, batch processing and integrated project management charting for multiple projects. Developed & managing relationships with senior levels of client management; facilitating the resolution of customer concerns. Interface with lower and senior-level management in the organization to provide financial and service level updates. Developed, documented & instituted procedure processes to the out-dated business model to a more modernized standard. Lead all Client meetings, discussion and participate in WBR, MBR and QBR for all projects under purview. Lead business analytics and reporting function for all projects. Other responsibilities include operational analysis, hiring, employee development and engagement, compliance, information security, and special projects. Show less
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eClerx
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India
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Information Technology & Services
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700 & Above Employee
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Sr Process Manager
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Sep 2014 - Sep 2016
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Sitel Group
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Outsourcing and Offshoring Consulting
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700 & Above Employee
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Operations Manager
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Sep 2010 - Apr 2014
Currently supporting team in maintenance of service levels and qualitative service for an ISP Technical Helpdesk process. Building and scheduling Quality, Hiring and Training framework. Ensuring the business SLAs are met and smooth flow of day to day activities. Coordinate day to day activities of the department aimed at maximizing productivity & driving business deliverables. Client customer satisfaction rating analysis. Analyze CSAT data and present analysis to client. Recommend and execute process improvements to stabilize and improve performance. Propose process changes to client for better customer experience. Develop Client Program Operations Manual and ensure compliance to productivity & quality standards. Optimize resource utilization through periodic review of staffing requirement, hiring and induction based on business volume and historic trends. GOS implementation (COPC guidelines): Implement SITEL standard of GOS for all lines of business. Liaise with clients and participate in business reviews with team managers. To maintain high standards of quality throughout the campaign by carrying out quality initiatives, process change initiatives, projects and other LEAN initiatives as required. Maximize client/ customer satisfaction through prompt resolution of issues. Conduct training sessions and allocate tasks to Coaches, AM and a cross functional team of employees. Participate in quality and operations Business Quality meetings. Ensure compliance to quarterly client audits including GOS, ISO audit compliance. Show less
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Tech Mahindra
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IT Services and IT Consulting
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700 & Above Employee
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Team Lead
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Apr 2005 - Jul 2010
Managed client & internal Metrics on a daily/weekly basis. Handled a team of 25 members, ensuring they meet quality and productivity numbers. Represented the business metrics in Business reviews. Managed client & internal Metrics on a daily/weekly basis. Handled a team of 25 members, ensuring they meet quality and productivity numbers. Represented the business metrics in Business reviews.
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