Rahul Sinha Roy
Learning & Development | Customer Experience Management | Business Operations
Kolkata
Summary
Experienced professional with overall 22 years of experience, with balanced Operations, Customer Service and Training & Development exposure across varied industries, namely Market Research, Telecom, Retail, BPO and Consumer Healthcare. Currently looking ahead to leveraging expertise being in a leadership role, towards maximizing employee performance, team productivity and quality assurance with effective training programs.
Overview
22
22
years of professional experience
Work History
Senior Training Consultant
CoExist
Kolkata
07.2021 - Current
- Working as freelance consultant for self-owned banner
- Provide consultation on O.D. needs for company
- Identify training needs, propose programs, ready curricula, facilitate sessions, evaluate effectiveness, analyze opportunity areas and re-develop events accordingly
Head of L&D, Call Centre & C.S.
Cordlife India
Kolkata
08.2016 - 07.2021
- Training & Development - India primarily however oversea training for the group present in 10 more countries, ideate, develop, implement, assess, improvise and re-process training sessions for the brands working in the domain of stem cells banking and specialty diagnostics. Build and nurture a team PAN India to support delivering learning objectives across all strata of employees. Work in coordination with HR towards employee development.
- Call Centre - drive key matrices, support sales, drive referral events, generate business, deliver results. Parallel, drive Quality matrices to ensure satisfactory customer service.
- Customer Service - liaise between customer and internal panel of doctors, deliver customer experience, creating loyalty, retain base, generate CSAT, drive NPS.
Training Consultant
CoExist
Pan India
07.2014 - 08.2016
- Worked with central management to identify, plan, align and address training needs. Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness. Compiled training handbook and related course materials for respective companies
- Assessed program effectiveness and implemented improvements to increase quality of instruction, resulting to improved service delivery
Deputy Manager of Customer Service
Vodafone India Limited
Guwahati
05.2009 - 07.2014
- · Management of Operations and Customer Service deliverables for 8 States of North East India
- · Operations Management (Q/R/C)
- · Customer Onboarding and Activations
- · TERM compliance management
- · Special projects management
- · C.S. Training & Quality
- · Call Centre Service Partner Management (First Source Limited)
- · Activations Business Associate (Vendor0 Management
- · CS & HR Training
- · Employee Health and Safety Circle coordinator
- · Departmental Budgeting
- · Partnered with IBM on special projects, incident management, ticketing systems, being coordinator of PMO.
Operations Manager
Caretel Infotech (Reliance Telecom Limited)
Hyderabad
09.2008 - 05.2009
- As Site Head Operations, was responsible overall Infrastructure, administration, Human Resources, Business Operations, Training & Quality, Inventory and Logistics rest everything site required to be managed upon, for Hyderabad site for RTL.
Assistant Manager of Operations
GE Money Servicing Americas Business Unit
Hyderabad
01.2008 - 09.2008
- Managed GE's command center operations for multi locations and driven all regular call centre matrices for Hyderabad site for USA client Hudson's Bay Company
Assistant Manager of Operations
DELL International Services
Hyderabad
12.2005 - 01.2008
- Managing business as usual operations – call center matrices – driving CSAT, generating revenue, reducing call drop, addressing customer average time in queue, reducing call abandoned, improving service levels, speed of answer, call handle time, after-call work, first call resolution, improving customer experience, work force management, hiring and training support, performance management, transport logistics support, performance events, delivering inter-departmental support
Department Manager
Shopper's Stop
Kolkata
03.2005 - 12.2005
- Department operations, sales, logistics & inventory management, store audit, customer service, loyalty program management, store security support, compliance management, store ‘events' management.
Senior Executive
Hutchison Essar
Kolkata
11.2000 - 02.2005
- Sales, distribution, business development, retail store set-up and operations, customer service – frontend & backend operations, online brand reputation management in conjunction with Marketing Team, Customer life-cycle management & retention, LEA assistance &support, critical standalone project management
Executive Field Supervisor
Indian Market Research Bureau
Kolkata
01.1991 - 01.2000
- Played key role in acquiring new clients for IMRB by conducting pilot projects.
- Conducted multiple projects within stipulated deadlines to streamline delivery reports for clients
Education
B.Com. Honour's - Business Management, Accountancy, Economics
St. Xavier's College
Kolkata03.1997
Class XII -
St. Xavier's College
Kolkata03.1993
Class X -
Don Bosco School
Liluah-Howrah03.1991
Skills
- Communication and presentation
- Training content management
- Training Facilitation
- Customer Experience management
- Operations management
- Data Research & Analysis
- OD consulting
- Inter-personal relationship development
Accomplishments
- “National Service Champion” award at Vodafone for best Customer Service and creative service innovations.
- “Circle Service Champion” award at Vodafone for exceptional Customer Service program deliveries.
- “i-Made a Difference" award at Vodafone for superior Customer Engagement initiatives.
- “Smart Manager” award at Dell for quick turn-around results.
- “Hutch Star” award for quick retail improvements in lesser time.
Affiliations
Empaneled with UK's No. 1 training company ‘SPEAK FIRST' as their senior consultant on-board.- Empaneled with ISTD (Indian Society for Training & Development) as a professional training consul.
Timeline
Senior Training Consultant
CoExist
07.2021 - Current
Head of L&D, Call Centre & C.S.
Cordlife India
08.2016 - 07.2021
Training Consultant
CoExist
07.2014 - 08.2016
Deputy Manager of Customer Service
Vodafone India Limited
05.2009 - 07.2014
Operations Manager
Caretel Infotech (Reliance Telecom Limited)
09.2008 - 05.2009
Assistant Manager of Operations
GE Money Servicing Americas Business Unit
01.2008 - 09.2008
Assistant Manager of Operations
DELL International Services
12.2005 - 01.2008
Department Manager
Shopper's Stop
03.2005 - 12.2005
Senior Executive
Hutchison Essar
11.2000 - 02.2005
Executive Field Supervisor
Indian Market Research Bureau
01.1991 - 01.2000
B.Com. Honour's - Business Management, Accountancy, Economics
St. Xavier's College
Class XII -
St. Xavier's College
Class X -
Don Bosco School