Rahul M
Bengaluru
Summary
Operations Team Leader with nearly 5 years of experience in customer service and 2 years of leading operations teams. Expertise in people management, process enhancement, SLA/KPI governance, and cross-functional collaboration, consistently driving performance and effectively resolving escalations in fast-paced, customer-centric environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Operations Team Leader
BCD Travel
Bengaluru
12.2023 - Current
- Lead multi-account operations teams (such as Deloitte and Merck), guaranteeing SLA adherence, quality of service, and management of daily workflows.
- Focused on cultivating high-performance team cultures rooted in empathy, collaboration, and alignment with company vision and goals.
- Managed a team of 24 support professionals, attaining a 91% CSAT by driving employee engagement and process improvements, while effectively handling and mentoring process leads to ensure consistent performance across the organization.
- Act as the primary point of contact for cross-functional teams, aligning processes with Quality, Business Partners, and Implementation teams.
- Conduct RCA using Pareto analysis and ticket trends to reduce last-minute leaves, LOPs, and operational bottlenecks.
- Build and maintain dashboards to track KPIs, such as SLA performance, booking accuracy, TAT, and CSAT.
- Manage scheduling, attendance, and staffing to ensure optimal coverage and productivity.
- Strengthen team performance through structured coaching, feedback loops, and performance documentation.
- Created and maintained documentation of best practices, support processes, and escalation protocols to ensure consistency and scalability across teams.
Business travel consultant
BCD Travel
Bengaluru
11.2021 - 12.2023
- Delivered exceptional customer support for global corporate clients, consistently exceeding SLA, and KPI targets.
- Resolved complex technical and service issues with a data-driven approach, ensuring high CSAT, and first-contact resolution.
- Managed escalations and collaborated cross-functionally with internal teams to achieve timely, accurate resolutions.
- Oversaw operational workflows and compliance processes, maintaining service quality and accuracy across multiple accounts.
- Supported queue management and resource allocation, optimizing team efficiency during peak volumes.
- Trained and mentored new agents on tools, SOPs, and customer-centric best practices, fostering continuous improvement.
- Utilized GDS platforms (SabreRed 360, Apollo), and internal systems to streamline booking and support processes.
Customer Support Executive
Mystifly Consulting Pvt. Ltd.
Bengaluru
04.2021 - 10.2021
- Provided global customer support via phone/email, ensuring timely resolution of complex queries.
- Identified patterns in customer issues and collaborated with internal teams to streamline processes.
- Maintained high customer satisfaction through clear communication and problem-solving.
- Other service activities
Education
Executive MBA -
Christ University
05.2025
Bachelor of Science - Renewable Energy, Physics, and Computer Science
Jain University
06.2022
Skills
- Operations management
- Stakeholder communication
- Incident and escalation management
- People leadership
- SLA and KPI governance
- Customer experience
- Process improvement and RCA
- Workforce planning
- Supervision and coaching
- Performance metrics
Certification
- Leadership Progression: A global leadership development program by BCD Travel designed to strengthen leadership, people management, and team-building skills among middle managers through immersive, scenario-based learning.
- Operations and Process Management: Completed a certification in Operations and Process Management from the Illinois Institute of Technology, gaining practical skills in workflow design, process optimization, and operational efficiency. Strengthened my ability to analyze processes, identify bottlenecks, and implement structured improvements to enhance overall performance.
Projects
Assessing Cost Efficiency in Film Production: A Comparative Study of Traditional and OTT Models, 06/15/24, 03/08/25, A data-driven analysis comparing the cost structures, marketing strategies, and revenue models of traditional theatrical films and OTT productions, highlighting OTT as a more financially sustainable model., https://drive.google.com/file/d/12yl4a-c8JOx8zugn9-vg7FwD6zYUpjjr/view?usp=drivesdk
Personal Information
- Date of Birth: 07/19/01
- Gender: Male
- Nationality: Indian
Accomplishments
COE STAR WINNER
Languages
English
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Tamil
Advanced (C1)
C1
Telugu
Intermediate (B1)
B1
Hindi
Intermediate (B1)
B1
Timeline
Operations Team Leader
BCD Travel
12.2023 - Current
Business travel consultant
BCD Travel
11.2021 - 12.2023
Customer Support Executive
Mystifly Consulting Pvt. Ltd.
04.2021 - 10.2021
Executive MBA -
Christ University
Bachelor of Science - Renewable Energy, Physics, and Computer Science
Jain University