RAHUL JOTWANI
Vadodara, Gujarat
Summary
Dynamic professional with a proven track record of enhancing customer experience and achieving a significant GNPS increase. Expert in CRM and Category Planning, led a high-performing team to exceed supply targets with a 96.8% partner retention rate.
Overview
2
2
years of professional experience
Work History
Category Manager - AC Repair & Seasonal
Urban Company (previously UrbanClap)
Vadodara
08.2024 - Current
- Looked after quality in AC Category, achieving OKRs in PPM (Partner Performance Management) loop to enhance Customer Experience by monitoring key metrics in Revisits, Cancellations, Rating, Fleecing, Disintermediation and other Quality Metrics
- Contributed to increase the GNPS (Gross NPS) of the category from 38 in the year 2023 to 45 in 2024 which is expected to reach ~ 48 to 50 by 2025 end
- Managed to reduce NS% (No Show) Percentage of Partners from ~8% in July’24 to ~4% in Jan’24
- Streamlining repair and maintenance operations to reduce turnaround times, minimize customer downtime, and boost overall service efficiency
- Managed a team of 8 Business Development Associates and supervised a network of 250 technicians (partners) across two cities Vadodara & Surat to drive operational excellence and ensure seamless service delivery of customer requests (demand)
- Designed and implemented dashboards using SQL queries, Google Sheets, and Microsoft Excel to provide real-time visibility into workstreams, ensuring efficient tracking and management
- Handled Service & Repair Vertical for Gujarat Cluster (Vadodara & Surat), Supported in reducing the FBCE & Request Loss (RL) count to less than 3%
- Retained 96.8% of the existing supply base while onboarding 30% new partners to surpass supply sufficiency targets, achieving 103% capacity
- Organized and aligned screenings and training programs for newly onboarded partners, ensuring they were well-versed in app usage, booking acceptance procedures, and adherence to quality performance targets.
Assistant Manager
Hero Motocorp Pvt Ltd
Neemrana, Alwar, Rajasthan
10.2022 - 08.2024
- Continuously monitored key OKRs, including production backlog, inventory levels, and fund issues.
- Maintained a Vehicle Off Road (VOR) parts FFR rate of 98.5%, ensuring a high level of customer satisfaction and on-time deliveries
- Conceptualized and executed a vendor debiting system to address shortages at inbound, resulting in a 25% reduction in vendor discrepancies and a ~6% boost in inventory accuracy
- Managed perpetual and yearly inventory cycles for 35,000 SKUs, maintaining Physical vs. Actual variations (SAP vs. Actual) under 0.002% of COGS, and driving efficiency improvements
- Optimized inventory levels by tracking obsolescence, strategically applying order and sales blocks, and superseding the process of old stock in WMS and SAP systems, ensuring seamless inventory updates and transitions
- Efficiently manage monthly manpower planning and distribution to ensure smooth operational flow
- Ensure a monthly MIS (Management Information System) report is maintained and presented to track key performance metrics.
- Responsible for resolving inventory blockages and managing scrap variations across SKUs
- Managed the liquidation of slow-moving and discontinued parts through weekly order reviews to optimize inventory levels
Education
B.Tech - Mechanical Engineering
Dr. B.R. Ambedkar National Institute of Technology
Jalandhar, Punjab07-2022
Intermediate (2017)
Bhilwara, RajasthanMatriculation (2015)
Bhilwara, RajasthanSkills
- Customer Relationship Management (CRM)
- Category Planning
- People Management
- Client/Stakeholder Management
- Team Handling
- Problem Solving
- MS Office (Word, PowerPoint, Excel, Power Query)
- WMS
- SAP (MM)
- Google Suite (Sheets, Slides, Docs)
Languages
Hindi, English, Sindhi
First Language
Timeline
Category Manager - AC Repair & Seasonal
Urban Company (previously UrbanClap)
08.2024 - Current
Assistant Manager
Hero Motocorp Pvt Ltd
10.2022 - 08.2024
B.Tech - Mechanical Engineering
Dr. B.R. Ambedkar National Institute of Technology
Intermediate (2017)
Matriculation (2015)
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