Rahul Bajaj

Professional Experience

• Having a consultative approach to understand the client's pain points and suggest a solution approach to "WOW" them.
• Successfully assisted new clients with account set-up by making tailored recommendations as an industry specialist, explaining products and services in detail, and ensuring an exceptional first impression.
• Managed and optimized both new and existing client accounts, including overseeing recruitment advertising campaigns, job management, and profile branding.
• Coordinated internal-departmental workflow and operations, managing client relationships and projects.
• Partnered with the Activation and Development Sales team to prevent churn and ensure revenue retention.
• Examined data and trends to identify growth opportunities and optimize service delivery. Presented clear, composed communication regarding advertising campaign metrics to executive-level, clients and decision-makers.
• Be driven to achieve Client-centric KPIs such as CSAT, Conversion and Product Conversion.

Skills and Competencies

• Industry Experience: Over 5 years of experience in recruitment, staffing, and e-commerce, with a deep understanding of B2B and B2C account management and customer service.
• Tech Savviness: Quick learner with a demonstrated ability to exhibit tech savviness. Adapted swiftly to new technologies and industry trends to make a significant impact from day one.
• Client Engagement: Proven ability to manage and engage clients throughout the post-sale lifecycle, with a focus on relationship management.
• Analytical Skills: Moderate experience in analyzing data and client information to uncover growth opportunities and optimize advertising campaigns.
• Communication: Experienced in addressing large audiences and delivering clear, composed communication.
• Account Management: Adept at managing and retaining accounts, with a focus on achieving client satisfaction and delivering on strategic objectives.

• Played key role as DART Support, SME and RS for NHT Batches
• Worked as Acting Team lead with a team size of 20 associates.
• Training new hire associates on voice and process knowledge.
• Working and handling more than 20 skills across of all parameters
• Taking escalation/manager calls on all medium (Phones, chat and email)
• Auditing the reports of Negative calls
• Taking process-related update sessions to all associates across different teams and training teams.
• Taking de-brief sessions among the training teams.
• Working on process-related gaps to meet metrics.
• Timely connect with Group managers and Ops managers to share the area of opportunity to deliver the best goals among the whole IDR site.

TASK

• Handled voice and non-voice process to give best customer experience
• Worked on Different skills Including Primary English Hindi calls, large appliance, Amazon Fresh, Amazon Pay and Tech calls
• Supported International (North America & United Kingdom) & Domestic process on ad-hoc
• Responsible for coordinating the tasks within the team to meet metrics
• Supporting new team members as buddy