Gaurav Kumar

Above 3 years of experience in optimizing business operations, vendor management, customer relationship management, with extensive field tours and travels; Demonstrated leadership and problem-solving skill enhancing operational efficiency in the office as well as on-ground settings; Extremely organized and strong multitasking skills with the promise of high-quality deliverables in dynamic fast-moving environments. Seasoned Operations Executive with 3 years of experience as leader in Tours and Travels' industry. Adept at overseeing budgets, staff and day-to-day operations at small and large businesses. Outstanding interpersonal, organizational and presentation talents.

• Vendor Management System, Led the redesign of the vendor management system at Rideinsta Tours and Travels, streamlining the process of maintaining inventory and pricing updates across multiple vendors. This improved vendor relations and reduced discrepancies by 15%, ensuring smoother business operations and faster response times.
• Customer Support Excellence Initiative, Launched a customer support initiative that improved response times and increased resolution efficiency. Implemented a ticketing system to prioritize customer issues, reducing resolution time by 30% and increasing overall customer satisfaction by 25%.
• Customer Relationship Management Improvement, Spearheaded a CRM improvement initiative that focused on customer engagement and retention strategies. Introduced personalized follow-up procedures, resulting in a 20% increase in repeat business and significantly improving customer satisfaction ratings.
• Website Management and Optimization, Managed the Rideinsta Tours and Travels website, ensuring consistent updates with new services, promotions, and offers. Optimized site performance and user experience, contributing to a 15% increase in conversion rates and enhanced SEO rankings.
• Google AdWords Campaign, Designed and executed Google AdWords campaigns to drive targeted traffic for Rideinsta Tours and Travels. Through strategic keyword management and ad placement, achieved a 30% increase in website traffic, leading to a 12% growth in sales.
• Complaint Resolution Efficiency, Took charge of escalated customer complaints at Rideinsta, improving resolution times and reducing customer churn. Established a dedicated team to handle high-priority cases, leading to a 40% reduction in customer complaints over the span of 6 months.
• Operational Efficiency Enhancement, Implemented key changes in daily operations, including optimizing team workflows and integrating technology to automate routine tasks. This resulted in a 25% improvement in operational efficiency, reducing response times to customer inquiries and vendor updates.
• Financial Management for Vendor Payments, Successfully managed financial processes at Rideinsta Tours and Travels, ensuring timely vendor payments and accurate refunds to customers, maintaining strong vendor relationships and contributing to company growth.