Rahul Radhakrishnan

Client Engagement:

• Build and maintain strong relationships with key accounts, serving as their primary POC for all operational needs.
• Manage end-to-end delivery solutions and address any concerns or escalations.
• Drive more business and increase wallet share from existing accounts.
• Conduct regular meetings with key stakeholders to review performance metrics, identify areas for improvement and implementing corrective actions to achieve customer success.
• Provide support and training for Smart Buy (hospital focused cloud-based platform)
• Develop thorough understanding of client requirements to provide customized reporting solutions.
• Drive feedback mechanisms such as NPS & CSAT. Track and monitor the customer satisfaction scores.

Cross-Functional Team Collaboration:

• Tech Development & Business Analytics: Liaise for new feature enhancements/improvements in OMS (Order Management System), UAT, customized reporting data requirements and feature customization for Smart Buy (hospital focussed cloud-based platform)
• Procurement: Conduct weekly meeting to review supply status with direct/indirect suppliers, status of outstanding vendor payments, finalizing manufacturer rate contracts and approvals on stock returns.
• Warehouse Operations: Ensuring compliance metrics are achieved such as dispatch/delivery TATs (0-24 Hrs), POD upload accuracy (above 95%), OTIF (24–48 Hrs) & OFR (above 90%) and closure of pending sales orders.
• ClA (Clinical Intelligence Analytics): Ensure new & existing hospital-manufacturer rate contracts are updated accurately and streamline rate standardization.
• Finance: Reconciliation of monthly hospital sales invoices, credit notes against rate variation and stock returns.

• Handled complete DRC customer account management & servicing existing client portfolio
• Analyzed market segments to identify new business opportunities to expand the existing customer base
• Increased fuel consumption sales by ~ 45% from 700-800m3 per month to 1200-1500 m3 per month
• Liaise with Transporters for truck nomination for uplift of petrol & diesel products
• Monitor and daily tracking of truck transit and position
• Coordinate with fuel depots for loading and offloading operations and documentation
• Reconciliation of product stock and sales report with depot authorities
• Maintain monthly sales records, payment outstanding and reconciliation of accounts.
• Analyzed market segments to identify new business opportunities to expand the existing customer base (TG: Mining companies, manufacturing factories, private owned fuel stations).

Handled various project based roles and new venture-concepts for start-up organizations between Apr 2018 – Dec 2019 at:

* Wings Events (Head - MICE Division)

* Ferns Holiday Homes (Head Operations & Inside Sales)

* Node Technologies (Head Operations)

• Collaborate with clients to define project requirements and ensure client satisfaction.
• Monitor project progress and provide regular status updates to stakeholders.
• Develop and maintain project plans, including timelines, milestones, and deliverables.
• Manage project documentation, including project charters, scope statements, and change requests.
• Manage vendor relationships and contracts, including negotiation and procurement

• Develop and implement sales and support strategies to achieve business objectives and revenue growth
• Drive sales growth by identifying new business opportunities through multiple business verticals
• Achieved gross business of USD 200,000/INR 1.5 CR in 1st QTR of commencing sales operations with a net profit 20%
• Maintained consistent sales revenue growth MOM
• Increased market footprint and brand recognition through active participation in travel exhibitions and trade fairs.

Business Development:

• Develop and implement sales and support strategies to achieve business objectives and revenue growth
• Drive sales growth by identifying new business opportunities through multiple business verticals
• Achieved gross business of USD 200,000/INR 1.5 CR in 1st QTR of commencing sales operations with a net profit 20%
• Maintained consistent sales revenue growth MOM
• Increased market footprint and brand recognition through active participation in travel exhibitions and trade fairs.

Operations and Customer Success Support:

• Lead a team of sales and support professionals, providing guidance, coaching, and performance feedback.
• Manage a customer-focused team to improve service & solution delivery.
• Adherence to defined KRA & KPI metrics set for respective business vertical.
• Oversee operations budget, ensuring efficient allocation of resources and cost-effective strategies.
• Third-party contracting, vendor management and B2B agreements.
• Managed end-to-end web & brochure content/design and new product promos on DM platforms.

Operations & Client Account Management:

• Develop and maintain strong relationships with key customers and stakeholders.
• Client Review Meetings: Understand their business objectives and provide necessary solutions; identify opportunities to increase business with existing clients.
• Revenue Growth: Through room nights’ acquisition - Contracted new hospitality partners PAN India (from 3 partners to above 25 partners - 30% avg. annual growth in partner acquisition).
• Handled agreement validation, documentation & contract renewals.
• Manage and optimize inventory levels to meet customer demand.
• Increased room night sales (booked approx. 3500 - 4000 room nights per QTR with annual revenue exceeding USD 2M / INR 16 CR).
• Supervise end-to-end supply chain management of New Member Welcome Kit (material procurement, design & printing, packaging & storage, logistics & return goods monitoring).

Customer Experience/Support:

• Oversee and manage all aspects of customer experience touch-points & contact-centre operations.
• Increased customer retention rate above 85% through Loyalty & Reward Programs.
• Supervising new customer on-boarding process including welcome calls, customer verification, booking system and process walk-through.
• Ensure high productivity through defined KRA & KPI performance metrics.
• Develop and implement SOPs to streamline operations.
• Monitor and analyze customer feedback through CSAT and identify areas for improvement.
• Conduct regular performance reviews and provide feedback to team members

• Develop and maintain strong relationships with key customers and stakeholders
• Client Review Meetings: Understand their business objectives and provide necessary solutions; identify opportunities to increase business with existing clients
• Handled agreement validation, documentation & contract renewals
• Manage and optimize inventory levels to meet customer demand
• Supervise end-to-end supply chain management of New Member Welcome Kit
• Oversee and manage all aspects of customer experience and contact centre Operations
• Increased customer retention rate above 85%
• Supervising new customer on-boarding process
• Ensure high productivity through defined KRA & KPI performance metrics
• Develop and implement standard operating procedures to streamline operations
• Present reports on operational performance and customer satisfaction to senior management
• Monitor and analyze customer feedback and data to identify areas for improvement
• Conduct regular performance reviews and provide feedback to team members
• Develop and maintain strong relationships with existing clients to ensure customer satisfaction and retention
• Handled PAN India portfolio (40 clients spanning 90 properties with approx 100,000 members)
• Managed customer-centric operations and ensuring customer satisfaction
• 100% adherence to resort quality and inspection checks for all RCI affiliated resorts in India
• Collaborate with internal teams to ensure timely and accurate delivery of New Member Welcome Kits
• SPOC for end-to-end supply chain management of New Member Welcome Kit.