Summary
Overview
Work History
Education
Skills
Interests
Software
Languages
Timeline
AdministrativeAssistant
Bhaskar Rao

Bhaskar Rao

New Delhi,Delhi

Summary

Results-driven Contact Center Operations Manager with over 13 years of experience leading and managing contact center operations, including workforce planning. Adept in continuous improvement and project environments, with a strong knowledge.Proven expertise in inbound/outbound contact center environments with omni-channel digital experience. Thorough understanding of contact center KPIs, technologies, and business outcome levers. Strong analytical abilities correlating workforce planning with financial outcomes. Excellent communicator with a positive attitude, strong organizational skills, and the ability to work effectively in a team environment. Committed to delivering results and working with people from diverse cultural backgrounds

Overview

13
13
years of professional experience

Work History

Dispensing, Email, Chat - Asst Manager

Lenskart.com
New Delhi
11.2012 - 10.2023
  • Orchestrated the dynamic management of three
    high-performing teams: Email, Chat and Outbound Calls
  • Directed a workforce of 110 advisors, 4 Team Leaders, and 4
    SMEs.
  • Oversee daily operations of the customer service teams
    (Chat,Calls and Email) ensuring high levels of performance.
  • Managed Key Performance Indicators (KPIs) for the three
    processes, First Resolution Time ( FRT), SHRINKAGE, QUALITY,
    ATTRITION, CSAT, RETENTION, REPEAT, FATAL, Average
    Handling Time (AHT), and ABANDON.
  • Spearheaded the inception and seamless operation of
    processes, identifying untapped areas for growth and
    operational efficiency.
  • Offered unwavering support to stores across India, delivering
    real-time assistance to in-store customers and efficiently
    managing ticket resolution within specified timeframes.
  • Focused on enhancing employee engagement by driving
    e-NPS (Employee Net Promoter Score)
  • Maintained high CSAT scores for all processes by following
    up with customers on escalations and addressing
    operational gaps impacting customers.
  • Utilize CRM systems and other technologies to manage
    customer interactions and data.
  • Evaluated and developed industry-best tools and practices,
    establishing a gold standard for Customer Experience and Product Delivery
  • Proactively conducted skip-level sessions to strengthen team
    cohesion and engagement
  • Created and meticulously documented Standard Operating
    Procedures (SOPs) and Annual Operating Plans (AOPs) to
    ensure process consistency and alignment
  • Elevated customer satisfaction by providing door-to-door
    post-sales services, contributing to a significant increase in
    Net Promoter Score (NPS).
  • Identified and implemented various strategies to improve
    NPS.

Customer Support Executive

Yebhi.com
Gurgaon , Haryana
02.2012 - 09.2012
  • Managed high-volume inbound customer calls, providing
    prompt and efficient resolution to diverse queries and
    concerns.
    Leveraged deep product knowledge to upsell and cross-sell
    items, contributing to increased sales and customer
    satisfaction.
    Maintained a customer-centric approach, ensuring a
    positive experience and fostering long-term brand loyalty.

Customer Support Executive

Interglobe Technologies
Gurgaon
04.2011 - 01.2012
  • Listened to customers' questions and concerns to provide
    answers or responses with related to flights, check-in, check
    out, baggage etc.
  • Helping customers with reservation and amendments
    related to indigo
  • Lead generation for travel package known as Getpacking

Executive

Aegis BPO
Gurgaon, Haryana
07.2010 - 12.2012
  • Conducted outbound calls to Royal Bank of Scotland
    customers, collecting valuable feedback on their overall
    banking experience.
  • Analyzed customer insights to identify trends and areas for
    improvement, contributing to enhanced service strategies
  • Ensured accurate and timely documentation of feedback,
    supporting the bank's efforts to maintain high customer
    satisfaction levels.

Education

Class X -

CBSE Board
New Delhi
04.2005 - 03.2006

Class XI -

CBSE Board
New Delhi
04.2007 - 03.2008

Bachelor of Arts - Economics

Mahamaya Technical University
Noida, Uttar Pradesh
04.2013 - 04.2016

Skills

    Administrative skills

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Interests

Watching F1

Nature Photography

Creating Aquascapings

In my free time i like to make websites through wordpress

Software

PowerBI

Tableau

C-zentrix

Freshdesk

Zendesk

Sprinkler

Myoperator

Jira

Avaya

Languages

English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)

Timeline

Bachelor of Arts - Economics

Mahamaya Technical University
04.2013 - 04.2016

Dispensing, Email, Chat - Asst Manager

Lenskart.com
11.2012 - 10.2023

Customer Support Executive

Yebhi.com
02.2012 - 09.2012

Customer Support Executive

Interglobe Technologies
04.2011 - 01.2012

Executive

Aegis BPO
07.2010 - 12.2012

Class XI -

CBSE Board
04.2007 - 03.2008

Class X -

CBSE Board
04.2005 - 03.2006

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