Rahul Singh
Jalandhar
Summary
Seasoned professional with a proven track record in operations management and customer satisfaction, driven professional with over 11 years of experience in the Telecom, DTH, Banking, NBFC, Collection, and FMCG sectors. Expertise in managing chat, voice, and email processes for both inbound and outbound communications. Proven track record of enhancing customer satisfaction and operational efficiency through effective communication strategies. Aiming to leverage extensive industry knowledge to drive success in future roles.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Assistant Manager - Operations
Midland Microfin Limited
Jalandhar
01.2024 - 01.2025
- Managed end-to-end business operations in the FMCG sector, overseeing multiple departments including food delivery services. Handled customer complaints and inquiries through chat and email, ensuring prompt and effective resolution to enhance customer satisfaction and retention.
- Handled customer complaints and inquiries through chat and email, ensuring prompt and effective resolution to enhance customer satisfaction and retention.
- Established strong relationships with decision-makers and influencers within client organizations. Led cross-functional teams to address complex client needs, ensuring a cohesive effort and solutions.
- Led cross-functional teams to address complex client needs, ensuring cohesive effort and solutions.
- Participated in brainstorming sessions to develop new ideas for business development initiatives.
- Managed account receivables for assigned accounts, ensuring timely payments, and minimizing bad debts.
- Analyzed data to identify root causes of low CSAT scores, achieving an increase from 55%-60% to 85% within two months.
Assistant Manager - Operations
Fusion BPO
Mohali
01.2023 - 01.2024
Assistant Manager - Operations
Privy Solutions
Mohali
11.2021 - 01.2023
Lead Training & Quality
CSPL - Mohali
Mohali
01.2020 - 11.2021
- Supervised, evaluated or referred instructors to skill development classes.
- Developed training plans, e-learning materials, handouts, job aids, and audio-visual presentations and coordinated material distribution for each course.
- Designed evaluation tools to measure the effectiveness of training programs.
- Researched industry best practices for use in developing new curricula, or updating existing ones.
- Researched industry best practices for use in developing new curricula, or updating existing ones.
- Collaborated with other departments to align educational initiatives with organizational goals.
Lead Training & Quality
Vcon Integrated
Jalandhar
08.2017 - 01.2020
Process Trainer
ICCS - Delhi
Delhi
06.2015 - 08.2017
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Evaluated modes of training delivery to optimize training effectiveness, training costs or environmental impacts.
- Assessed training needs through surveys, interviews with employees or focus groups.
- Obtained and organized manuals, guides and visual materials for development and training purposes.
- Created multimedia presentations with PowerPoint and video conferencing tools.
- Documented all training activities, including attendance records, feedback forms, and surveys.
Escalation Supervisor & CSR
Serco BPO
Dehradun
04.2013 - 05.2015
Education
Bachelor of Arts -
DAV PG College
Dehradun 04-2016
Skills
- Operational planning
- Operations management
- People management
- Team building
- Business development
- Customer service management
- Problem-solving
- Conflict resolution
- Leadership Management
- Visual data representation
- Database management
- Microsoft Office expertise
Affiliations
Successfully implemented and managed two key projects: 'Engineer Helpline' and 'Resolve and Win.' The 'Engineer Helpline' project focused on providing technical support and solutions to engineers, while 'Resolve and Win' aimed at improving customer service resolution processes, driving customer satisfaction and retention.
Accomplishments
Recognized with the 'Best Trainer' award 13 times for exceptional performance in delivering effective training programs and consistently achieving high levels of trainee satisfaction and skill development.
Certification
- Certified in Data Analysis & Data Management
- Certified in Operations Management
- Certified in Debt Recovery Agent (DRA) Examination
- Certified Six Sigma Yellow Belt
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Timeline
Assistant Manager - Operations
Midland Microfin Limited
01.2024 - 01.2025
Assistant Manager - Operations
Fusion BPO
01.2023 - 01.2024
Assistant Manager - Operations
Privy Solutions
11.2021 - 01.2023
Lead Training & Quality
CSPL - Mohali
01.2020 - 11.2021
Lead Training & Quality
Vcon Integrated
08.2017 - 01.2020
Process Trainer
ICCS - Delhi
06.2015 - 08.2017
Escalation Supervisor & CSR
Serco BPO
04.2013 - 05.2015
Bachelor of Arts -
DAV PG College
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