Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Six Sigma Projects
Timeline
Generic
Rajarsi Ojha

Rajarsi Ojha

Kolkata

Summary

Dedicated and organized Operations Manager with over 13 years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in sales, management and process improvement. Possesses in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Operations Manager

Cogenthub
Kolkata, West Bengal
05.2024 - Current
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Cross-trained existing employees to maximize team agility and performance.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Accomplished multiple tasks within established timeframes.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established team priorities, maintained schedules and monitored performance.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.

Onboarding Operations Manager

Addictive Learning Technologies
Remote
10.2023 - 05.2024
  • I spearhead the management of learner onboarding and engagement strategies, driving referral growth and ensuring optimal engagement of potential clients/learners
  • Orchestrate smooth operations through meticulous oversight, deploying Six Sigma methodologies to streamline processes and enhance efficiency
  • Lead a team of 4 Assistant Managers with precision, guaranteeing flawless daily operations managing 150+ sales (upselling) and support associates through effective delegation and supervision
  • Conduct comprehensive analyses of complex support flows, providing insightful recommendations for process improvement, policy refinement, and product enhancement
  • Conduct regular reviews of existing policies and procedures for continuous improvement opportunities.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Lead cross-functional projects aimed at elevating the overall user experience.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Aid senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.

Community Operations Manager

Uber India
Vishakhapatnam
12.2021 - 07.2023
  • Successfully coached and mentored a team of 120+ sales & support professionals, resulting in a 30% improvement in their overall performance within six months
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards
  • Ensured compliance with all applicable laws, regulations, industry standards
  • Developed and implemented strategies to increase customer satisfaction and loyalty
  • Drove market penetration and expansion strategies, leading to an increase in earner acquisition and growth in the fleet base over the course of two years
  • Cultivated and nurtured strategic partnerships with key industry players, resulting in a boost in referral business and a strengthened market position
  • Implemented new KPIs and performance metrics, consistently tracking and analyzing data to find areas of improvement
  • Maintained and nurtured relationships with top-tier fleet managers, ensuring a 75% fleet retention rate and securing ongoing business partnerships
  • Conducted comprehensive sales & support training programs, equipping team members with the skills and knowledge necessary to exceed goals and maximize customer satisfaction
  • Collaborated with cross-functional partners to assess and set up support requirements for new product launches
  • Conducted in-depth analysis of complex support flows, supplying valuable recommendations for enhancing processes, policies, and products
  • Leveraged data analysis to continuously improve the sales & support experience, making data-driven decisions for best results.

Senior Team Leader

Uber India
Hyderabad
01.2019 - 11.2021
  • Managed a team of 6 Team Leaders, actively supporting day-to-day operations
  • Oversaw a dotted line reporting structure, supervising 68 Associates through the Team Leaders
  • Played a pivotal role in the successful launch of the Vizag COE site for Uber
  • Led efforts to ensure refund compliance and support process hygiene
  • Contributed to the interview panel, taking part in candidate choice for IJP's and external hiring teams
  • Supplied on-floor support and conducted well-designed training sessions for Agents
  • Supported management in reviewing KPIs and process metrics to drive sustained growth
  • Conducted quality sessions for new agents and conducted case scrubbing to find non-compliance
  • Organized informative roadshows to raise process awareness among agents.

Team Leader

Tech Mahindra
Hyderabad
08.2017 - 12.2018
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Created training materials and conducted group trainings on new processes or procedures.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Established clear expectations for employees, providing guidance when needed.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Resolved customer complaints in an effective manner while maintaining a high level of customer service.
  • Participated in regular meetings with senior leadership to provide updates on team progress.

Team Leader

Unisys India Pvt. Ltd.
Hyderabad
06.2015 - 08.2017
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Conducted regular performance reviews to assess individual team member progress.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Developed strategies for problem solving and conflict resolution among team members.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Established clear expectations for employees, providing guidance when needed.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Collaborated with other departments to ensure alignment of goals across teams.
  • Maintained a positive work environment that promoted collaboration between team members.

Process Specialist

OnProcess Technologies
Kolkata
07.2013 - 04.2015
  • Primary responsibilities included coordinating with various vendors to maintain warehouse record keeping
  • Coordinated and monitored the receipt, storage, and dispatch of goods within the warehouse.
  • Ensured that all orders were accurately fulfilled in a timely manner.
  • Utilized inventory management software (Ariba / SAP) to track stock levels and maintain accurate records.
  • Assisted in resolving customer complaints related to product quality or delivery issues.

Technical Support Executive

WIPRO
Kolkata
07.2011 - 04.2012
  • Provided technical support to customers via phone, email and online chat.
  • Conducted remote sessions using remote access tools to investigate system errors.
  • Developed and maintained customer relationships through effective communication and problem solving skills.
  • Provided technical advice regarding the purchase of new products or services based on customer requirements.
  • Ensured compliance with quality standards set by the company when providing technical support.

Education

B.Tech - Applied Electronics & Instrumentation

West Bengal University of Technology
West Bengal, India
01.2011

Higher Secondary - ISC

St. Micheal's School
Durgapur, India
01.2007

Secondary School Education - ICSE

St. Micheal's School
Durgapur, India
01.2005

Skills

  • Team Building/Leadership
  • Operations Management
  • Risk Management
  • Process Improvement
  • Data Analysis
  • Conflict Mediation
  • Multi-site operations
  • Business Intelligence
  • Stakeholder Relations
  • Continuous improvements
  • Project Management
  • Microsoft Office Suite expert
  • Performance Management
  • Product Management
  • Customer Service Management
  • Business Development
  • Budgeting and cost control
  • Problem-Solving
  • Interpersonal Skills
  • Policy/program development
  • Sales Strategies
  • Adaptability
  • Professionalism
  • Cost analysis and savings
  • Analytical Thinking

Certification

  • Ladder Logic and Programmable Logic Controllers from Institute of Automation, Kolkata
  • Six Sigma Green Belt certified professional
  • Project management foundations certified

Languages

Bengali
First Language
English
Advanced (C1)
C1
Hindi
Upper Intermediate (B2)
B2

Accomplishments

  • Tech Mahindra: Awarded Pat on Back Awards in December 2017 & October 2018
  • Uber: Golden Ticket Awards for Operational Excellence in March 2020 and March 2021
  • Uber: Certified for aiding the launch of the Vizag COE site in December 2019 and recognized for Successful Implementation of Projects in August 2022.

Six Sigma Projects

  • IdeaBox: Identified and improved process flaws in real-time, resulting in a 15-20% improvement in operational KPIs
  • Zero2Hero: Reduced time to proficiency in various roles by 5-7 days through curriculum improvements and mentorship programs
  • Learnables: Increased internal promotion rate by up to 30% through the creation of a one-stop-shop portal for IJP materials and training resources

Timeline

Operations Manager

Cogenthub
05.2024 - Current

Onboarding Operations Manager

Addictive Learning Technologies
10.2023 - 05.2024

Community Operations Manager

Uber India
12.2021 - 07.2023

Senior Team Leader

Uber India
01.2019 - 11.2021

Team Leader

Tech Mahindra
08.2017 - 12.2018

Team Leader

Unisys India Pvt. Ltd.
06.2015 - 08.2017

Process Specialist

OnProcess Technologies
07.2013 - 04.2015

Technical Support Executive

WIPRO
07.2011 - 04.2012

B.Tech - Applied Electronics & Instrumentation

West Bengal University of Technology

Higher Secondary - ISC

St. Micheal's School

Secondary School Education - ICSE

St. Micheal's School

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Rajarsi Ojha