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Devraj Resume

The document outlines the career details of Devraj Solanki including his work experience, roles and responsibilities, achievements, projects, education and personal details. He has over 5 years of experience in quality and training roles at various banks and fintech companies. His roles included training employees, auditing calls, conducting reviews and managing quality teams.

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Dev Raj
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24 views

Devraj Resume

The document outlines the career details of Devraj Solanki including his work experience, roles and responsibilities, achievements, projects, education and personal details. He has over 5 years of experience in quality and training roles at various banks and fintech companies. His roles included training employees, auditing calls, conducting reviews and managing quality teams.

Uploaded by

Dev Raj
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Mobile no.

: 9017973234
Email: [email protected]
Devraj Solanki Address: 1503 sector 10 A, Gurugram
(122001), Haryana

Career objective

To have a growth oriented and challenging career, where I can contribute my knowledge and skills to the
organization and enhance my experience through continuous learning and teamwork.

Experience

● Currently working as LnD partner branch banking

● Aug'22-Feb’24-Worked as Senior Manager Training Kotak Mahindra Bank Ltd

● July'21-Aug'22 Quality and Training Manager in Dhani Loans and Services

● Jan 2020- July-2021Assistant Manager Quality in Axis Bank

● June 2019-Dec 2019 Quality Analyst at One Culture Co Works

● June 2018 till June 2019 Associate Quality Consultant at Policybazaar.com

Roles and Responsibilities

● Kotak Mahindra Bank Ltd

● Train the new joiners on core and cross sell product.

● Help them maintain proper AHT, NPS and FTR.

● Help in timely LMS completion of officers in training and on Floor.

● Take initiative to help improvement of floor officers in terms of NPS, FTR and AHT.

● Conduct review with the stake holders.

● Conduct soft skill batches.

● Dhani Loans and Services

● Inter-departmental communication so that the latest updates are cascaded in timely manner.

● Make relevant changes in SOP as soon as the new process is live.

● Monthly Review with all the stake holders.


● Weekly and Monthly Dashboard preparation.

● Manage a dedicated team of QA and trainers and make sure they adhere to the SOP’s and guidelines laid by
the management.
● Provide with the required reports and data that would help in better understanding of the process.

● Listen to the calls audited by the QA’s in order to track any knowledge GAP among the QA’s

● Audit the trainers so that they adhere to the process.

● Take training batches whenever required for new joiners and for TL/AM in order to help them develop inter
personal skills.
● To make sure that all the ID’s that are to be generated for New Joiners is done within the defined timeline.

● To make sure that a track of all the amenities that are required for new joiners are taken care of beforehand.

● Axis Bank

● Audit Calls and share feedback as per set standards.

● Mock call certification for NHT batches.

● Quality Session for NHT batches

● Publish Weekly Quality Dashboards.

● Do different sort of Analysis.

● Conduct Call Calibrations and call listening.

● Monitor Nesting batches to help them clear nesting targets.

● Conduct Timely Reviews with the stakeholder.

3. One culture co works


● Auditing the calls and providing observation- To ensure all the calls done by the customer care executives
are audited on time to ensure correct and relevant information is provided to the client and the necessary
details are confirmed by the customer care executive and share critical observations along with the audit
sheet is shared with sales and quality team lead at the end of the day.
● CRM Notes- To ensure that the remarks of the lead are properly mentioned by the customer care executives
and if not mention the same in remarks and update Inbound and quality team lead about the same.
● Lead Disposition- To ensure that the lead has been disposed properly in the CRM and if not mention the
same in notes and notify Inbound and quality team lead about the same.
● Lead Status-To ensure that the lead status has been marked correctly and if not get it corrected through
inbound team lead.
● Corrective measure- To ensure that same mistakes are not repeated over the call.

● Follow up- To ensure that proper follow of is done with the client in case the call gets disconnected or is not
answered.
● Providing data and recording for good or bad calls at the end of the day (if any).

● To ensure constant communication with the inbound team lead to continuously improve the quality of the
calls.
● To help in finding out and remove process gap

4. Policy Bazaar
● Auditing Inbound outbound calls and chat done by the sales and renewal agent and providing relevant
feedback in order to improve sales, call quality and customer experience.
● Handling escalations raised by the customer and provide a closure for the same on timely basis.

● Conducting floor huddles and call calibration sessions to help improve the process.  Take quality session
for new batches.

Achievements and Extra-curricular activities

• Star of the quarter for the month of Jan,Feb and March 2019
• Star of the month for the month of April
• Star of the month for the month of March 2019  Star of the month for the month of November 2018 
Rising star of the month for August 2018.
• Participated and won prizes in English essay competition at school level.
• Participated in Cricket Tournaments at School Level
• Won 3rd prize in quiz held at college
• Was among top 100 performers in Internshala Content Writing Contest

Projects

● Project Sankalp
1. Handling a team of 6 Sales agent
2. Monitoring their calls and providing relevant feedback
3. Helping them improve their call quality and sales number
4. Arrange motivational activities and RnR for same.
● Project Special 26
1. Improving call quality of selected 26 Agents.
2. Conducting activities in order to achieve a benchmark score in call quality.
3. Conducting product refresher where ever required.

Personal Trait

• Creative and logical


• Problem solving ability
• Co-operative and keen observer
• Confident

Hobbies

• Playing Cricket
• Playing Volleyball
• Surfing Over Internet
• Being Active on Social Media

Academic Qualification

● B.Tech Mechanical 2014-2018- 70.40%

● 12th 2013-2014 86.80%

● 10th 2012 79.80%

Personal Profile
Date of Birth : 06.06.1996

Gender : Male

Marital status : Single

Languages Known : English and Hindi (Read and Write)


Address : House No. 1503 Sector 10 A, Gurugram (122001)
Haryana

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