Tracking, Cricket, YouTube/Internet
RAHUL TUKARAM RAUNDHAL
Lead- Customer Experience
CHAKAN, PUNE
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
13
13
years of professional experience
6
6
years of post-secondary education
1
1
Certification
1
1
Language
Work History
LEAD CUSTOMER EXPERIENCE
FLIPKART INTERNET PVT LTD
Pune
10.2017 - Current
- Last Mile Delivery Operations of the assigned Territory.
- Managing a team of Hub In charges , Team Leaders & Blue Colored work force of the assigned territory.
- Imparting Induction and Process Trainings of the Hub In Charges, Team Leaders and Blue Colored work force.
- Creating and sharing various analytical reports and sharing with the team in order to improve the performance
- Assigning KPI's to the Team & help them achieve the same through continuous intervention.
- Conducting Daily, Weekly and Monthly Performance Review Session's
- Providing RCA's to the Escalations/Customer Complaints raised by the Customers.
- Creating Various reports Maintaining records
- Responsible for minimizing customer escalation through on field coaching
- Important KPI's: Delivery & Pickup Conversion, CSAT, NPS , Fake Attempt, Customer Escalations, UD-Bad %, Pickup Accuracy, CPD Breach, Attempt Prioritization, Demand attainment, Audit, Knowledge Assessment, Loss Management Etc.
MANAGER-APPLE SERVICE CENTRE
B2X SERVICE SOLUTIONS INDIA PVT LTD
Mumbai
01.2017 - 10.2017
- Taking care of day to day operational activities of the Apple Service centre.
- Managing the Staff of Service engineers,Customer Care Executives, Store Person & Accountant.
- Providing regular service updates to the customers on their products.
- Resolving customer escalations at the centre.
- Keeping track on repair TAT.
- Improving the CSAT of the service centre above 90%.
- Stock Management of the centre0 the centre.
- Stock Management of the centre.0
- Conducting periodical meetings of all the employees to update and educate them on the current updates, escalations, performance improvement etc.
CUSTOMER EXPERIENCE COACH
FLIPKART INTERNET PVT LTD
Mumbai
01.2015 - 01.2017
- Last Mile Delivery Operations of the assigned Territory.
- Managing a team of Hub In charges , Team Leaders & Blue Colored work force of the assigned territory.
- Imparting Induction and Process Trainings of the Hub In Charges, Team Leaders and Blue Colored work force.
- Assigning KPI's to the Team & help them achieve the same through continuous intervention.
- Conducting Daily, Weekly and Monthly Performance Review Session's
- Providing RCA's to the Escalations/Customer Complaints raised by the Customers.
- Creating Various reports Maintaining records
- Responsible for minimizing customer escalation through on field coaching
- Important KPI's: Delivery & Pickup Conversion, CSAT, NPS , Fake Attempt, Customer Escalations, UD-Bad %, Pickup Accuracy, CPD Breach, Attempt Prioritization, Demand attainment, Audit, Knowledge Assessment, Loss Management Etc.
ASSISTANT STORE MANAGER
UNIVERCELL TELECOMMUNICATIONS INDIA PVT LTD
Mumbai
07.2013 - 01.2015
- Achieving monthly sales targets; handsets, Accessories & insurance
- Responsible for store operation requirements and assigning duties to employees.
- Responsible for hiring and training new Executives.
- Conducting frequent Product Trainings at the store through Brand Trainers for newly launched Smart Phones and Accessories.
- Managing a Team of 12 customer service executives and 5 cashiers at the store
- Solving Customer Complaints
- Improving ASP of the store keeping close eye on MTD
- Organize the product training from brand
- Keep close eye on edging stocks and liquidate and clearing most edged stocks
- Stock audits and pilferage control
- Ensure availability of merchandise and arranging stocks from other stores in case of urgent requirement
- Maintaining the showrooms display and merchandising standards
- Conduct regular store meetings to discuss the performance
- Keeping close eye on stocks availability and replenishment
- Coordinating with the State Head for Discount Approvals and other operational related issues
SENIOR SALES ASSOCIATE
RELIANCE DIGITAL RETAIL LTD -ISTORE
03.2012 - 12.2012
- Attending walk in customers & Follow Apple sales process
- Deploying store staffs according to requirements
- Recruiting staffs as per requirement scheduling interviews/salary negotiation/
- Conducting interviews/taking interviews of the candidates etc
- Training newly joined employee's on Induction /product related
- Demonstrating MACBOOKS/IMAC/IPAD/IPOD/IPHONE to the customers
- Achieving Monthly/quarterly sales targets
- Increasing stores sales by cross sales, Up sales & Accessories
- Maintaining Apple display and merchandising standards
- Stock audit
- Providing proper training about the APPLE products to the customer
- Providing training to newly joined employees
- Negotiating with the customers and closing sales deals
- Back end
- Supervise overall showroom activities and lead, train, monitor; motivate the sales team to achieve set goals and targets.
CUTOMER SUPORT SPECIALIST
INFINITY RETAIL LTD - TATA CROMA
MUMBAI
12.2009 - 03.2012
- Attending walk in customers
- Providing demo of all the Apple Products, iMac, Macbook's, iPhones, Pad's and accessories and explaining features to the customer
- Transferring customer data and applications in to the new device
- Convincing the customer to buy the handsets and accessories
- Trouble shooting of minor issues/problems of the smart phones & Apple Products in the store and satisfy the customer with the excellent service
- Achieving daily & monthly sales targets
- Display and merchandising
- Negotiating with the customers and closing sales deals.
CUTOMER SUPORT SPECIALIST
WADHWAN FOOD RETAIL PVT LTD- SPINACH
Mumbai
09.2006 - 04.2008
- Attending walk in customers
- Cashiering
- Handling cash over 2 lakhs per day and depositing the cash in bank
- Maintaining all cash related documents and registers
- Handling customers complaints at the store and provide them solution
Education
MBA - Marketing
WELINGKAR INSTITUTE oF MANAGEMENT
Mumbai 04.2011 - 03.2013
B.COM - Commerce
KAMLA MEHTA COLLAGE oF COMMERCE & MANAGEMENT
Mumbai 01.2006 - 01.2009
HSC - Commerce
HUTATMA RAJGURU MAHAVIDYALAYA RAJGURUNAGAR
Pune 01.2004 - 01.2005
SSC -
D.G. TAKALKAR VIDYALAYA
PuneSkills
Administrative SkillsGood Communication SkillsTarget Oriented and Go getterProblem solving skillsAdaptabilityDecision MakingConflict resolutionMS Word, excel, power point, Internet
Customer experience analysis
Personal Information
Married
Date of Birth : 28/11/1987
Accomplishments
AWARDED AS MASTER COACH - FLIPKART 2016
AWARDED AS EMPLOYEE OF THE MONTH- TATA CROMA 2011
HIGHEST SALES IN VEGITABLE CATEGORY - SPINACH FORFORMANCE CERTIFICATE
Certification
LEAN YELLOW BELT CERTIFICATION
Interests
Timeline
LEAN YELLOW BELT CERTIFICATION
07-2021
LEAD CUSTOMER EXPERIENCE
FLIPKART INTERNET PVT LTD
10.2017 - Current
MANAGER-APPLE SERVICE CENTRE
B2X SERVICE SOLUTIONS INDIA PVT LTD
01.2017 - 10.2017
CUSTOMER EXPERIENCE COACH
FLIPKART INTERNET PVT LTD
01.2015 - 01.2017
ASSISTANT STORE MANAGER
UNIVERCELL TELECOMMUNICATIONS INDIA PVT LTD
07.2013 - 01.2015
SENIOR SALES ASSOCIATE
RELIANCE DIGITAL RETAIL LTD -ISTORE
03.2012 - 12.2012
MBA - Marketing
WELINGKAR INSTITUTE oF MANAGEMENT
04.2011 - 03.2013
CUTOMER SUPORT SPECIALIST
INFINITY RETAIL LTD - TATA CROMA
12.2009 - 03.2012
CUTOMER SUPORT SPECIALIST
WADHWAN FOOD RETAIL PVT LTD- SPINACH
09.2006 - 04.2008
B.COM - Commerce
KAMLA MEHTA COLLAGE oF COMMERCE & MANAGEMENT
01.2006 - 01.2009
HSC - Commerce
HUTATMA RAJGURU MAHAVIDYALAYA RAJGURUNAGAR
01.2004 - 01.2005
SSC -
D.G. TAKALKAR VIDYALAYA