Rahul Urs

Leading Full Home Cleaning operations across Bengaluru, Ahmedabad, and Tier-2 cities with 450+ professionals

• Scaled Ahmedabad operations to 95% monthly delivery attainment through data-driven supply forecasting and strategic planning
• Improved Bengaluru service delivery rate from 70% to 80% by identifying demand-supply gaps and reallocating professionals across 7 hubs
• Maintained 100% delivery attainment for Bengaluru operations contributing 30% of total deliveries pan-India
• Increased onboarding funnel conversion from 2-3% to 10% by eliminating friction points and implementing systematic SOPs
• Improved training pass rates from 75% to 90% through structured feedback and quality audits
• Reduced voluntary professional churn from 8% to 5% through retention and reactivation programs

Managed customer success and operational excellence for B2C marketplace operations

• Improved NPS by 35 points through detractor analysis and cross-functional alignment with product and engineering teams
• Reduced turnaround time by 40% for B2C support operations in Dunzo Daily dark stores
• Achieved 90% CSAT in Q4'22 through performance management and team coaching
• Led product launch that reduced platform support tickets by 10%
• Rolled out unified operations strategy across 5 cities driving ₹52 lakhs annual savings
• Designed standardized SOPs improving operational consistency and reducing training time by 25%
• Led cross-functional product launches achieving 95% adoption; managed multi-city rollouts across 3 cities with on-time delivery

• Effectively nurtured and converted leads into sales opportunities by understanding customer needs and offering suitable solutions, maintaining a strong conversion rate of 15% and ensuring a high CSAT of 85%.
• Sales Achievement: Exceeding sales targets by closing deals and generating revenue, with a track record of achieving sales of 1 lakh per month.
• Training and Mentorship: Taking on the responsibility to train and mentor new team members on lead conversion techniques, sales strategies, and product knowledge to enhance their performance and productivity.