RAHUL GOEL
Noida
Summary
Accomplished Strategic Leader with over 20 years of expertise in Operations Management and Process Improvement across E-commerce, Insurance, Banking, and ITES sectors. Skilled in utilizing knowledge to propel business outcomes, optimize efficiency, and stimulate growth.
Overview
21
21
years of professional experience
Work History
Customer Service Leader
Sheelafoam Limited
Noida
10.2025 - Current
- Customer Service Leader managing end-to-end operations for Sleepwell and Kurlon, overseeing call center operations, field inspections, complaint resolution, settlements, and logistics to deliver seamless customer experience. Led customer service digitization through CRM implementation, vendor onboarding, and collaboration with in-house IT teams to automate workflows and improve operational efficiency. Also drove outbound sales and recovery initiatives for cancelled orders and cart abandonment, generating INR 1 Cr in Q1 through improved customer engagement and payment conversion.
Senior Manager
Policy Bazaar India
Gurgaon
09.2024 - 10.2025
- Led end-to-end policy issuance operations across Health insurance verticals, managing monthly issuances worth ~INR 4 Cr with 83% contribution to overall business. Drove AI integration and process automation initiatives in collaboration with Business Development teams to streamline endorsements, resolve issuance exceptions, and improve customer satisfaction. Managed relationships with 20+ private and PSU insurers, ensuring seamless coordination and operational efficiency. Strengthened KYC verification, compliance controls, and risk management frameworks to ensure regulatory adherence and process excellence.
Manager II
Amazon Development Centre India
Hyderabad
10.2019 - 08.2023
- Managed real-time disruptions across Amazon EU’s Middle Mile transportation network as part of the Relay Operations Center (ROC) within Amazon Transportation Services (ATS), ensuring seamless operations and customer satisfaction. Collaborated with Tech, upstream, and downstream stakeholders across EU geographies to identify, track, and resolve network issues efficiently. Led a team of 8 direct and 120 indirect reports, driving performance management, team development, and operational excellence aligned with business goals and Amazon Leadership Principles. Owned key operational metrics including KPIs, SLAs, CSAT, DEA, and RCAs, while presenting performance insights to senior leadership to support strategic decision-making. Also led annual Quality and Process Excellence initiatives to enhance efficiency and service standards.
Manager II
Amazon Development Centre India
Bangalore
08.2018 - 10.2019
- Developed and implemented SOPs, systems, and compliance frameworks to ensure adherence to company guidelines and operational consistency. Managed a CS Andon team of 130+ investigators across NA and UK marketplaces focused on counterfeit detection and enforcement for Amazonproducts. Led a counterfeit prevention initiative that reduced counterfeit listings by 20% through manual audits, enforcement of manufacturer guidelines, and removal of fraudulent sellers and products. Drove customer experience improvements and seller satisfaction through process enhancements, and collaborated with key stakeholders to define program goals and implement operational changes.
Manager II (Buyer Risk Investigations)
Amazon Development Centre India
Bangalore
05.2016 - 08.2018
- Led and managed a team of 70+ fraud risk investigators, ensuring compliance with SLAs, quality standards, and customer safety policies related to payment protection, credit card fraud, and buyer–seller abuse. Drove performance through structured goal setting (SMART), coaching, and feedback using SBI methodology, fostering a high-performance culture aligned with business objectives. Leveraged data analytics and reporting tools to identify fraud patterns, implement preventive controls, and enhance risk mitigation strategies. Conducted in-depth investigations to identify root causes of fraud incidents, implemented corrective actions, and delivered detailed reports with actionable insights and recommendations.
Manager
Genpact
Jaipur
01.2015 - 04.2016
- Headed service delivery for a team of 70+ FTEs supporting one of Australia’s largest banks, managing inbound and outbound calling operations. Led workforce planning, hiring coordination, and resource deployment, optimizing team size, shift utilization, and skill mix to meet business demand. Defined KRAs and performance scorecards for direct reports, ensuring alignment with process objectives and consistent delivery of operational KPIs.Headed Service Delivery of 70+ FTEs for one of the largest Australian Banks; supervised service delivery set up of outbound & inbound callers.
- Collaborated with hiring team, planned and supervised resource deployment (team size, span, shift utilization, skill sets).
- Signed-off the scorecard for direct reports, developed KRAs for team to align the team with specific process objectives.
Supervisor
Dell International Services
Mohali
12.2010 - 10.2014
- Led a team of 25 resolution experts across voice, chat, and email channels, driving consumer operations and improved CSAT. Monitored daily dashboards and conducted periodic reviews to ensure delivery predictability and performance consistency. Managed process governance through compliance checks, SOP approvals, and internal/external audits. Provided real-time coaching on live interactions and delivered technical support by diagnosing issues and ensuring effective customer resolution.
Sales Coach/Customer Experience Coach
Dell International Services
Mohali
02.2007 - 12.2010
Technical Support Associate
Dell International Services
Mohali
01.2005 - 02.2007
Education
Bachelor Of Arts - Psychology
Himachal Pradesh University
01-2001
Skills
- Client and stakeholder engagement
- Cross-functional coordination
- Operations planning
- Process improvement
- Team building and leadership
- Customer service management
- Process excellence
- Work planning and prioritization
- SLA and performance management
References
References available upon request.
Languages
- English
- Hindi
Timeline
Customer Service Leader
Sheelafoam Limited
10.2025 - Current
Senior Manager
Policy Bazaar India
09.2024 - 10.2025
Manager II
Amazon Development Centre India
10.2019 - 08.2023
Manager II
Amazon Development Centre India
08.2018 - 10.2019
Manager II (Buyer Risk Investigations)
Amazon Development Centre India
05.2016 - 08.2018
Manager
Genpact
01.2015 - 04.2016
Supervisor
Dell International Services
12.2010 - 10.2014
Sales Coach/Customer Experience Coach
Dell International Services
02.2007 - 12.2010
Technical Support Associate
Dell International Services
01.2005 - 02.2007
Bachelor Of Arts - Psychology
Himachal Pradesh University