Pankaj Rautela
Khatima
Summary
High-performing professional with several years of experience delivering successful improvements for business operations, profitability and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Overview
8
8
years of professional experience
Work History
Senior Operations Executive
Startek India
Bengaluru
08.2024 - Current
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Managed customer accounts using CRM software tools.
- Answered customer inquiries via phone, email, and chat.
- Led teams in the development of communication skills and systems for operational excellence.
- Maintaining the Excel sheet of the resolution that has been provided to the customers.
- Continuously monitoring the team's performance.
- Coordinated efforts between departments to ensure effective communication and collaboration.
Daily Operations Manager
Decathlon Sports India
Dehradun
01.2021 - 02.2023
- Ensured compliance with safety regulations and company policies at all times.
- Conducted regular performance reviews of staff members to assess their progress and offer guidance when needed.
- Maintained records of all transactions related to daily operations activities.
- Identified opportunities for cost reduction through improved operational efficiencies.
- Reviewed existing documentation regarding daily operations activities and updated them as necessary.
- Analyzed financial data regularly to detect potential problems or discrepancies.
- Drafted reports on the status of daily operations activities for senior management review.
- Measured and reviewed performance via KPIs and metrics.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
Mountain United Product Trainer
Decathlon Sports India
DEHRADUN
03.2022 - 02.2023
- Reduced process gaps by effectively training new hires on best practices and protocols.
- Developed long-term training strategies for new and existing employees across multiple departments.
- Set up and maintained virtual training portals, enabling accessible resources.
- Developed training programs to meet business and learner requirements.
- Completed frequent assessments of training materials, structure, and success rates in order to enhance the program.
- Supported customer service personnel by providing technical advice on product usage issues.
Department Manager
Decathlon Sports India
DEHRADUN
01.2022 - 02.2023
- Managed personnel hiring, reviewing CVs, conducting interviews, and selecting top-qualified candidates.
- Organized quarterly meetings with senior management to review departmental goals and objectives..
- Trained employees in inventory practices, POS systems, and product knowledge, contributing to an increase in customer satisfaction ratings.
- Created purchase orders for new stock based on current stock levels and forecasted demand.
- Developed strategies to improve customer service and increase sales by 10% within 6 months.
- Developed marketing campaigns that increased sales by 15%
- Assisted in developing plans for stocking materials in accordance with seasonal demands.
- Developed reports on inventory levels, stock shortages and other related activities.
- Prepared P&L reports and financial statements for review by management.
- Reviewed monthly P&L statements to monitor budget goals and performance objectives.
- Created merchandising plans based on customer buying habits and trends in the industry.
- Analyzed inventory levels and made adjustments accordingly for maximum profitability.
- Provided training and support for new staff members in regards to merchandising operations.
Zonal Eco-Design and SustainabilityReferent
Decathlon Sports India
DEHRADUN
04.2021 - 02.2023
- Create or maintain plans or other documents related to Sustainability Projects
- Monitor or track sustainability indicators, such as ennergy usage, natural resouces waste generation, and recycling
- Reviewed sustainability data records to verify information integrity ahead of reporting and planning processes
- Educated key stakeholders on sustainability targets to improve project engagement and attainment
- Write grant applications, rebate applications, or project proposals to secure funding for sustainability projects.
Omni Sports Leader
Decathlon Sports India
DEHRADUN
08.2019 - 12.2022
- Resolved customer queries using active listening and problem-solving skills.
- Used open-ended questioning to understand customer needs and recommend appropriate products.
- Resolved enquiries within target timeframes, escalating complex issues to senior teams for advice or solutions.
- Verified and updated customer information in company databases for billing, order processing, and delivery purposes.
- Used surveillance systems to mitigate store shrinkage and maintain safety, reporting suspected offenders to authorities for action.
- Investigated discrepancies between physical count and computer system data.
- Maintained inventory records and updated them regularly in the company's database.
Customer Service Executive
Zero Error Infotech
New Delhi
01.2017 - 03.2018
- Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions
- Kept client and company files safely stored on CRM system to comply with confidentiality laws and regulations
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service
- Built and maintained strong working relationships with colleagues to help deliver exceptional customer service
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls
- Kept strong knowledge of product range details to efficiently answer customer questions.
Education
LLB - Corporate Law and Commercial Law
DAV PG College
DEHRADUN, UTTARAKHAND12.2022
Bachelors of Science - Botany,Zoology and Defence Stds
DBS PG College
DEHRADUN, UTTARAKHAND12.2018
Skills
- Customer Service
- Organizational Management
- Data Analysis
- Cost Analysis
- Stock replenishment
- Inventory Tracking
- Report Writing
- Mentoring and team leading
- Interpersonal Communication
- Public Speaking
- Excel
- Merchandising
Affiliations
- 1st Position in Eco Design Sale performance for North Zone in India
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
Senior Operations Executive
Startek India
08.2024 - Current
Mountain United Product Trainer
Decathlon Sports India
03.2022 - 02.2023
Department Manager
Decathlon Sports India
01.2022 - 02.2023
Zonal Eco-Design and SustainabilityReferent
Decathlon Sports India
04.2021 - 02.2023
Daily Operations Manager
Decathlon Sports India
01.2021 - 02.2023
Omni Sports Leader
Decathlon Sports India
08.2019 - 12.2022
Customer Service Executive
Zero Error Infotech
01.2017 - 03.2018
LLB - Corporate Law and Commercial Law
DAV PG College
Bachelors of Science - Botany,Zoology and Defence Stds
DBS PG College
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