Summary
Overview
Work History
Education
Skills
References
VISA DETAILS
Timeline
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Rachna Kapoor

Rachna Kapoor

Gurgaon

Summary

Accomplished Operations Manager with expertise in logistics and supply chain tools, honed at Choice Logistics. Excelled in vendor negotiation, achieving 80% penetration in cross-sell initiatives. Demonstrated leadership and effective communication, driving strategic sourcing and process automation to enhance operational efficiency and client satisfaction across APAC and EMEA regions.

Overview

21
21
years of professional experience

Work History

Operations Manager

Choice Logistics
05.2020 - 06.2025
  • Directed warehouse operations across APAC, supporting network clients in ten countries.
  • Managed 28 SSLs in 14 Southern Asian countries, overseeing 40,000 sq ft of warehouse space.
  • Cultivated relationships with over 15 vendors for spare parts logistics in networking and medical sectors.
  • Negotiated long-term contracts to optimize costs for transportation, warehousing, and inventory management.
  • Established vendor KPIs; conducted monthly reviews on order fulfillment and inventory accuracy.
  • Collaborated with Global Trade, Finance, and IT to enhance workflows for business expansions.
  • Led vendor selection and sourcing to ensure compliance with Choice Logistics standards.
  • Optimized space management while ensuring safety protocol compliance during relocations.

Account Manager

Choice Logistics
01.2018 - 03.2020
  • Managed client relationships across APAC and EMEA for major clients, including Hitachi and Netflix.
  • Led business transformation by designing automated workflows and mapping processes.
  • Executed distribution strategies for transportation, warehousing, and last-mile delivery using best practices.
  • Optimized costs through KPIs, service level agreements, and trend analysis.
  • Implemented RPA and logistics planning for operational excellence in technology-driven solutions.
  • Coordinated with clients and vendors to monitor live orders and ensure efficient processing.
  • Ensured timely communication and high satisfaction rates by managing daily client tasks.

Master Analyst

American Express
Gurgaon
01.2009 - 01.2014
  • Managed front and back-office operations on Triumph and Legacy platforms, ensuring efficient fraud prevention and corporate card servicing.
  • Oversaw team performance as Team Captain and Floor Coach, mentoring members and sharing process updates.
  • Designed curriculum and conducted training for over 10 new hire batches, including knowledge assessments.
  • Collaborated with Six Sigma and Quality teams to identify process improvements and conduct targeted training sessions.
  • Organized employee engagement initiatives to enhance team morale through floor activities and events.

Customer Relationship Manager

Barclays Finance
Gurgaon
03.2008 - 01.2009
  • Cultivated client relationships and streamlined branch operations to enhance satisfaction levels.
  • Led a team of 40 lead generators, coordinating with 10–15 referral partners to achieve loan file targets.
  • Exceeded targets in Personal Loan sales and Credit Shield Insurance cross-sell with 80% penetration.
  • Facilitated credit card debt consolidation initiatives, boosting overall branch profitability.

Customer Service Officer

Citibank
Gurgaon
05.2006 - 02.2008
  • Managed inbound voice process for credit card services and sales, specializing in cross-selling Loan on Phone, personal loans, and home loans.
  • Consistently achieved top sales, with monthly loan sales averaging INR 35–45 lacs and maintained a conversion ratio of 10–15 leads in personal loans.
  • Acted as a Subject Matter Expert (SME) and first point of contact for escalations and team support, regularly handling supervisor calls.
  • Mentored and coached new joiners, led training sessions, and supported the team by ensuring high onboarding effectiveness and knowledge retention.

Customer Care Executive

EXL Service Ltd. (BPO)
NOIDA
09.2004 - 11.2005
  • Worked with Dell Computers (US-based inbound process) in customer care and Dell Financial Services in collections, handling ~65 calls daily with consistent 8.5-hour logins.
  • Recognized for performance with a 5 rating in annual appraisal and Employee of the Month awards in Nov 2004 and Jan 2005.
  • Actively contributed to team culture as part of the Fun Committee and enhanced professional skills through workshops on Goal Achievement and Team Management.

Education

Post Graduate Diploma - Journalism & Communication

Amity School of Communication
Noida
01.2004

Bachelors - Journalism and Mass Communication

MBICEM, GGS Indraprastha University
New Delhi
01.2003

Skills

  • Supply chain tools and software
  • Customer relationship management systems
  • Warehouse operations management
  • Vendor negotiation strategies
  • Inventory oversight and control
  • Optimization of supply chains
  • Logistics coordination efforts
  • Client relationship development
  • Strategic sourcing techniques
  • Performance metrics analysis
  • Automation of processes
  • Leadership in teams
  • Problem-solving skills
  • Communication effectiveness
  • Data-driven decision-making processes
  • Collaboration across functions
  • Management of change initiatives
  • Workforce planning and management
  • Goal-setting strategies
  • Contract administration
  • Warehouse operations
  • Vendor management
  • Contract negotiation

References

References available upon request.

VISA DETAILS

Valid US Visa

Timeline

Operations Manager

Choice Logistics
05.2020 - 06.2025

Account Manager

Choice Logistics
01.2018 - 03.2020

Master Analyst

American Express
01.2009 - 01.2014

Customer Relationship Manager

Barclays Finance
03.2008 - 01.2009

Customer Service Officer

Citibank
05.2006 - 02.2008

Customer Care Executive

EXL Service Ltd. (BPO)
09.2004 - 11.2005

Post Graduate Diploma - Journalism & Communication

Amity School of Communication

Bachelors - Journalism and Mass Communication

MBICEM, GGS Indraprastha University

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