Summary
Overview
Work History
Education
Skills
Certification
Timeline
PERSONAL VITAE
Area of Expertise
PERSONAL VITAE
Generic

Rahul Kabra

Bengalru

Summary

Dynamic manager recognized for exceptional team leadership, strategic planning, and organizational skills honed throughout a successful career. Proven ability to empower employees in confidently managing daily operations while consistently meeting customer needs. Committed trainer and mentor, leveraging strong management capabilities to foster growth and drive results in fast-paced environments. A results-driven approach ensures achievement of both team and organizational objectives.

Overview

17
17
years of professional experience
2
2
Certificate

Work History

Manager - Customer Support (Delivery & Operations)

Harman Connected Services Pvt Ltd. (Samsung India Pvt Ltd.)
05.2013 - Current
  • Delivery & Operations management, Vendor management, creating PO for the contractors in the team and managing revenue and invoices received from vendor.
  • Conducting interviews, providing training and floor support, performing quality checks, and providing feedback on a daily basis. Handling client calls and maintaining data of the daily work done. Sending audit reports and daily work updates to clients and management. Providing monthly, quarterly, half-yearly and yearly performance report of the team, to the team members and the management.
  • Having One-on-One discussions with the team members to discuss their monthly performance, setting goals and performing annual appraisals.
  • Have joined the project in pilot phase with the team size of 8 members. Team works on data processing the applications of student for their higher medical education for the universities in US.
  • Have been consistently giving better quality and performance, which has resulted in an increase in the team size every year and currently managing 7 teams with total strength of 77 members.
  • Have helped the management in setting up customer service (e-mail & chat process) project for the same client and have been providing support to the customer service team along with looking after the operations and management of my project.
  • Achieved CSAT score of 4.7/5 for the previous year and 5/5 for the current year against an Industry Average of 3.7/5.
  • Had 0 attrition's from the project in last two years.
  • Increased Productivity by 12.5%, Escalations reduced by 75% and Quality has improved by 50% in the last 12 months through process improvement initiatives. Have also been identifying and automate the process there by reducing time spent by the team on their daily production & improving work life balance for team.
  • Received 6 client appreciations in last 6 years for exceeding expectation on delivery & quality metrics.
  • Certified as Excellent Manager in September 2018 for showcasing excellent team performance and management.
  • These achievements helped increase Project staffing & Sales Revenue by 50% in 2 years.
  • Also led a team of developers & testers developing a mobile application for health care domain for Hackathon. Team was able to successfully develop the application in given timeline with required features thereby winning Hackathon in 2024.

Customer Service Associate

Amazon.com
08.2012 - 04.2013
  • Provided e-mail support to customers located in US related to their Amazon accounts.
  • Provided support in tracking the order status, resolving issues related to orders placed, delivery of orders, payment related issues with the items received in the order.
  • Providing info about new promos and offers.
  • Was awarded a memento in Amazon.com for displaying exemplary customer service.

Senior Associate

Wipro BPO
07.2009 - 09.2010
  • US desktop technical support specialist for HP desktops — hardware & software troubleshooting; promoted to Senior Associate within 6 months

Phone Banking Officer

ICICI Bank
10.2006 - 06.2009
  • Customer service professional specializing in domestic credit‑card operations, inbound call resolution, and peak‑volume email support — awarded ICICI Bank “Best Performer” (2007–2008).

Education

MBA - Finance/Marketing

Wesley P.G College
Hyderabad, India

B.com - Bachelor of Commerce

St. Francis Xavier's Degree College
Hyderabad, India

Skills

  • Operations Oversight
  • Training & Coaching
  • Interviewing Skills
  • Project Execution Management
  • Transition Execution
  • Client Relationship Management
  • Operational Enhancements
  • SLA Management

Certification

  • PMP
  • ITIL 4 Foundation

Timeline

Manager - Customer Support (Delivery & Operations)

Harman Connected Services Pvt Ltd. (Samsung India Pvt Ltd.)
05.2013 - Current

Customer Service Associate

Amazon.com
08.2012 - 04.2013

Senior Associate

Wipro BPO
07.2009 - 09.2010

Phone Banking Officer

ICICI Bank
10.2006 - 06.2009

MBA - Finance/Marketing

Wesley P.G College

B.com - Bachelor of Commerce

St. Francis Xavier's Degree College

PERSONAL VITAE

  • Date of Birth: 28th March 1988
  • Nationality: Indian
  • Visa: U.S.A B1/B2 Valid till 14/03/2027

Area of Expertise

  • Drive operations excellence through metric-driven process improvements, team coaching, and customer-centric C‑Sat strategies to lower cost and boost revenue.
  • Lead cross-functional teams to implement scalable policies and targeted engagement programs that improve performance and customer satisfaction.

PERSONAL VITAE

  • Date of Birth: 28th March 1988
  • Nationality: Indian
  • Visa: U.S.A B1/B2 Valid till 14/03/2027

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Rahul Kabra