Rahul Bahadur
Bengaluru
Summary
Seasoned Process Manager with strong background in improving and streamlining processes resulting in 50% reduction in incoming. Experience includes implementation of automation, process mapping, and project management. Strengths lie in problem-solving capabilities, analytical thinking, and leadership. Significant contributions made towards efficiency improvement and cost reduction. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
11
11
years of professional experience
1
1
Certificate
1
1
Language
Work History
Process Manager
Epifi Technologies
Bengaluru
02.2024 - Current
- Standard Operating Procedures (SOP) Development: Designed and implemented comprehensive SOPs for support & escalation agents, ensuring consistent service delivery. Documented workflows, operational procedures, and research findings to streamline processes.
- Product Launch: Collaborated with product managers to launch new features and automate processes, reducing manual workload.
- Problem Solving: conducted root cause analysis and resolved recurring customer challenges through strategic initiatives.
- Proactive Monitoring: led outage management and communicated resolutions to stakeholders effectively.
- Customer Data Analysis: conducted customer support call audits and analyzed customer data to identify improvement areas.
- Project management: Reduced incoming account closure requests by 50% through process overhauls and app automation.
- Cross-functional Collaboration: Collaborated cross-functionally with teams like Product, Marketing, and Ops to implement proactive communication strategies, mitigating escalation risks.
- Training: Developed and delivered training materials for onboarding and continuous learning.
- Automation: Made automations around set processes to reduce manual workload.
- Team handling/growth: Although not reporting directly, I handle a team of 5 members who are responsibly providing resolution and depend on my everyday direction on handling day-to-day tasks. Their performance depends on my leadership while I help them with career growth.
- Conducted regular audits to verify compliance with quality control standards.
- Delegated work to staff, setting priorities and goals.
- Reviewed completed work to verify consistency, quality, and conformance.
Executive Escalation Specialist
PayPal
Bengaluru
04.2018 - 12.2023
- Partnered with various departments to uncover patterns in case escalations.
- Coordinated across departments for prompt handling of critical issues.
- Facilitated training sessions for newly hired escalation specialists.
- Delivered solutions for advanced support issues.
- Maintained thorough documentation for every incident resolution.
- Analyzed issues to determine root causes.
- Monitored and upheld quality standards in escalation workflows.
- Analyzed intricate customer issues effectively.
- Supervised active escalations for progress towards resolution.
- Collaborated with management team to identify best practices for quick and efficient escalations.
- Delivered weekly reports on open escalations.
- Developed strategies based on findings to mitigate recurrent technical challenges.
- Investigated accounts for risk assessment and addressed issues like money laundering and fraud.
IT Senior Analyst
HCL Technologies
Bengaluru
06.2015 - 05.2018
- Deutsche Bank Global Service Desk: Resolved access issues, managed user maintenance, and provided support via call, chat, and email.
- Performed root cause analysis on system errors and provided appropriate corrective actions.
- Assisted staff and users with computer malfunctions and program problems.
Associate
Wipro
Kolkata
01.2014 - 05.2015
- As an HP printer representative, I handled customer hardware/software issues, resolved problems, pitched sales, and managed metrics like AHT, CSAT, Detractor, and sales.
Education
POST GRADUATE PROGRAM IN STRATEGIC DIGITAL MARKETING - Digital Marketing
Great Lakes Executive Learning
Online11-2023
BBA - Marketing
Burdwan University
Durgapur, WB06-2013
High School Diploma -
Assembly of God Church
Durgapur, WB05-2010
MBA - Operations (pursuing)
Symbiosis School of Online And Digital Learning
OnlineSkills
- Core Process and Analytical Skills
Analytical Mindset
Problem Solving
Process Improvement
Workflow Design
Process Automation
Change Implementation
Process Analysis - Project and Time Management Skills
Project Management
Attention to Detail
Organizational Skills
Time Management - Cost reduction
- Process mapping
- Communication and Collaboration Skills
Excellent Communication
Stakeholder Management
Cross-Functional Collaboration
Relationship Building
Presentations - Professionalism and Leadership Skills
Goal-Oriented
Team Collaboration
Interpersonal Skills
Team Handling
Affiliations
- Music Composer
- Parent of 5 pets
- Marvel Fan
Accomplishments
Key Achievements
- Automation of Account Closure Flow: Streamlined processes, resulting in a 50% reduction in account closure-related cases.
- Proactive Communication Initiative: Prevented up to 88,000 potential incoming cases by creating preemptive customer communication strategies.
- Manual Workload Reduction: Partnered with product team to display pending charges in the app, reducing SLA breaches and improving DSAT scores.
Other Achievements:
- Best performer of the month in PayPal
- Fi Star of the month in Epifi Technologies
- Best sales award in Wipro
Certification
POST GRADUATE PROGRAM IN STRATEGIC DIGITAL MARKETING from Great Lakes Executive Learning. Link: https://rb.gy/ttfhvh
Languages
English
First Language
Hindi
Proficient (C2)
C2
Bengali
Proficient (C2)
C2
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Process Manager
Epifi Technologies
02.2024 - Current
Executive Escalation Specialist
PayPal
04.2018 - 12.2023
IT Senior Analyst
HCL Technologies
06.2015 - 05.2018
Associate
Wipro
01.2014 - 05.2015
POST GRADUATE PROGRAM IN STRATEGIC DIGITAL MARKETING - Digital Marketing
Great Lakes Executive Learning
BBA - Marketing
Burdwan University
High School Diploma -
Assembly of God Church
MBA - Operations (pursuing)
Symbiosis School of Online And Digital Learning
Similar Profiles
Venkata Nagaraju InakolluVenkata Nagaraju Inakollu
Technical Lead(System Design) at Relysys Technologies Pvt Ltd (now Invendis Technologies pvt ltd)Technical Lead(System Design) at Relysys Technologies Pvt Ltd (now Invendis Technologies pvt ltd)
Sachin HatoleSachin Hatole
Quality Analyst at Mindpool Technologies Pune, Mindpool TechnologiesQuality Analyst at Mindpool Technologies Pune, Mindpool Technologies
Keith LawrenceKeith Lawrence
Material Handler at Casting Technologies TechnologiesMaterial Handler at Casting Technologies Technologies