Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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Rahul Urs

Rahul Urs

Bengaluru

Summary

As an operations manager focused on achieving results, I have a proven ability to optimize employee performance, improve customer relations, and drive business profitability. Through my track record of developing efficient processes and addressing complex challenges, I consistently deliver meaningful outcomes. With my proficiency in product management, I am well-prepared to assume dynamic and growth-oriented business roles, offering valuable knowledge and expertise to contribute to the success of the organization.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Senior Operations Manager

Dunzo Digital Private Limited
Bengaluru
03.2023 - Current
  • Oversee end-to-end operations and ensure seamless execution of key processes, including product releases and their impact on the platform.
  • Successfully implemented strategies that resulted in a significant reduction in the platform contact rate.
  • Lead cross-functional teams to drive operational excellence and deliver exceptional customer experiences.
  • Adept at establishing robust processes and driving positive change within outsourcing teams, resulting in improved efficiency and streamlined operations

Operations Manager

Dunzo Digital Private Limited
Bengaluru
01.2022 - Current
  • I have led the partner support vertical, which includes support experience, communication, and engagement, with a team of 110 team members
  • Implemented key work streams that enhanced turnaround times
  • Developed strategies for reducing partner contact rates by collaborating across functions
  • Mentored and trained high-performing team managers through regular performance reviews, one-on-one feedback, and professional coaching
  • Represent the team for business review meetings to discuss critical issues, goals and objectives
  • Hired and evaluated associates and team members to add to workforce and meet demands.

Team Manager

Dunzo Digital Private Limited
Bengaluru
04.2020 - 12.2021
  • Developed a SOPs for scenarios requiring support assistance under the supervision of LET (Learning and Experience Team)
  • Reportees were provided with one-on-one feedback every week on their progress, engagement, and professional development
  • Actively involved in day-to-day management of core operations
  • Consistently met the monthly targets for response times and reopens through process improvements.

Subject Matter Expert

Dunzo Digital Private Limited
Bengaluru
09.2019 - 04.2020
  • Interact with team members through huddles so that expectations are set and updates are shared on process/organizational fronts
  • Prepare and release a monthly roster for the team members based on the business needs and manage headcount to prevent shrinkage
  • Formulate monthly and quarterly scorecards for team members with rankings.

Education

Bachelor of Engineering -

AMC Engineering College
01.2018

Pre University

St Joseph's Composite PU College
Bengaluru
01.2014

10th -

Amara Jyothi Public School
Bengaluru
2012

Skills

  • Project Management
  • Team Management
  • Process Improvement
  • Stakeholder Management
  • Critical Thinking
  • Microsoft Excel
  • Operations Management
  • Product Management
  • Business Planning

Accomplishments

  • Above and Beyond
  • Award - Q3'22
  • Star Performer - Q4'21
  • Star Performer - Q2'21

Certification

  • Product Management Career Accelerator Management Program.
  • Strategic Management
  • Supply Management

Timeline

Senior Operations Manager

Dunzo Digital Private Limited
03.2023 - Current

Operations Manager

Dunzo Digital Private Limited
01.2022 - Current

Team Manager

Dunzo Digital Private Limited
04.2020 - 12.2021

Subject Matter Expert

Dunzo Digital Private Limited
09.2019 - 04.2020

Bachelor of Engineering -

AMC Engineering College

Pre University

St Joseph's Composite PU College

10th -

Amara Jyothi Public School

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Rahul Urs