Rahul Dwivedi

Working as a Grievance Redressal Officer in managing, advising and executing service operations projects with the head of services aimed at Business excellence and compliance initiatives.

• Stakeholder management for B2B partners in the electric vehicle segment & B2B bike taxi segment (OLA S1 Pro, Gen1/2, Ola S1 X+, Ola S1 Air etc.)
• Process Streamlining & standardization measures like (SOP) Standard Operating Procedures, process note, Knowledge articles etc.
• To handle CEO escalations, SEBI/IPO escalations, National consumer escalations, order fulfillment, EV community, Legal / Field escalations.
• Driving special projects for the After-Sales division.
• Led the technical support backend team of 30+ engineers successfully as an additional responsibility for a span of 7 months.
• Leading a team of 5 members with direct & cross functional collaboration spanning 80+ team members across verticals.
• Handled 15k+ high level customer escalations. Resolved above 95% escalations.
• Deputed as regional manager for Gujarat region to facilitate leadership transition.
• Inventory reduction from 100+ insurance units to 30 insurance units in Bangalore region. There was a queue of 10 units/day apart from the pipeline inventory which was also successfully managed.
• The initiatives yielded 1.5+ Cr profit for the company during FY25-26.

• A valuable member of the escalation team from Aug 2019 till date enabling highest level of customer satisfaction.
• Handled 35k-40k queries for Mobile/TV/Ecosystem verticals on average per year for 2+ years ensuring end to end closure of customer queries.
• Data creation, monitoring, validation using Power BI/ MS Excel/ Mi Query portal & XMS database.
• Reduced the no of queries from 1500 approx. to 300 in Q1 2022 reducing the customer grievances.
• Handling concerns dealing with legal and consumer forum escalations.
• Resolving critical battery malfunction concerns and providing feedback to the management based on technical team product validation.
• Arriving at commercial data such as discounts to be given for the product model.
• Assisting bank refund customers to go for Mi coupons resulting in 85%-90% cost savings for the company with improved customer experience.
• Leading a global retail electronics brand dealing in Mobiles, TV's and ecosystem products

• Handling damaged products escalations & main product missing cases, delivery escalations etc. (2000+ escalations/ month).
• End user of Fresh desk/ MS excel /CS tool to check the customer details through order ID.
• Coordination with delivery partner to investigate damaged/ main product missing/delivery delay cases.
• End to end issue resolution within 7 days turn around time enabling around 10 lakhs cost savings for the brand.
• Providing inputs to the delivery partner to improve the quality and logistics service experience.
• TV Product Quality report validation & approval.
• Managing TV Defective Inbound outbound operations and 3rd party service partner escalations.

• Providing call centre services for reputed brands like Xiaomi, Realme, Flipkart etc.
• Escalation management for front end team.
• Reverse pick up & replacement portfolio services.
• Constant monitoring to improving team productivity and performance.
• Troubleshooting & resolution of issues to deliver better customer service.
• Provided internal audit support for team compliance procedures, B2B and B2C email verification for client.
• Co-ordinating with the relationship managers and act as single point of contact on escalated cases.
• Was an active member of process calibration committee.