Rajat Kapoor
Business Team Manager - Loyalty
New Delhi
Summary
Customer-focused leader with over 10 years of experience in sales and loyalty environments, contributing to revenue growth and process excellence. Proven ability to lead teams and implement solutions that enhance the customer experience. Adept at analyzing data, streamlining operations, and building strong relationships. Committed to fostering a collaborative environment and driving continuous improvement to achieve business objectives.
Overview
14
14
years of professional experience
2
2
Certifications
Work History
Business Team Manager - Loyalty
BA Call Centre India Pvt. Ltd.
08.2024 - Current
- Spearheaded a high-performing team focused on enhancing the customer experience within the BA Executive Club loyalty program.
- Successfully reduced call volumes by 20%+ MOM through strategic policy changes and simplification of the booking experience for Executive Club members.
- Analyzed website booking flows and proposed improvements to clarify fare rules, resulting in a reduction in customer confusion and support inquiries.
- Collaborated with cross-functional teams to resolve complex loyalty-related issues and ensure seamless program operation.
- Consistently met and exceeded targets for customer satisfaction and loyalty program engagement.
- Monthly analysis of queries to ensure adequate manpower, identifying area of improvements through SWAT Analysis.
Business Team Leader - Sales
BA Call Centre India Pvt. Ltd.
04.2017 - 03.2024
- Led a team of 13+ staff responsible for revenue generation and sales target achievement.
- Designed and implemented procedures to increase sales efficiency and eliminate 90% of all write-offs on a YOY basis.
- Introduced and implemented a cross-functional skill set in teams to improve service level adherence and drive sales performance.
- Presented sales, revenue, and write-off reports to management, providing data-driven insights for strategic decision-making.
- Developed and implemented a comprehensive sales strategy, resulting in a 20% increase in revenue on a MOM basis.
- Identified and recommended new enhancements based on assessment of business requirements and detailed implementation planning as per defined Business Analysis.
- Mentored junior staff members, fostering professional growth and development within the team.
Trade Partner Service Advisor
BA Call Centre India Pvt. Ltd.
07.2015 - 03.2017
- Collaborated with colleagues and support staff to maximize team efficiency.
- Providing 24*7 Duty Desk Cover assisting agents in dealing with complex cases and answering escalation calls.
- Providing Technical expertise in solving queries of agents on the floor.
- Managing break adherence and service levels.
Customer Service Associate
Dell International Services Pvt. Ltd.
10.2013 - 10.2014
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Assisted SMB's with their level 1 queries related to product, orders serving as bridge between logistics and tech support.
- Answered phone calls and provided callers with pertinent information and assistance.
Practitioner CRM Operations
IBM Daksh Business Process Services Pvt. Ltd.
03.2011 - 09.2013
- Developed strong working relationships with colleagues and external partners to facilitate effective collaboration on shared goals.
- Developed and maintained strategic partnerships with Travel Companies and Vendors.
- Cultivated relationships with existing clients to enable sustainable growth in revenue from existing accounts.
- Assisted customers with travel plans including flights and hotel accommodation.
Education
Bachelor of Arts - General Studies
Swami Vivekananda Subharti University
Meerut, India 04.2001 -
High School Diploma -
Govt. Model Senior Secondary School
Chandigarh, India 04.2001 -
No Degree - 10th Standard
Govt. Model Senior Secondary School
Chandigarh, India 04.2001 -
Skills
Operations management
Certification
Introduction to Business Analytics, Linkedin
Timeline
Business Team Manager - Loyalty
BA Call Centre India Pvt. Ltd.
08.2024 - Current
Introduction to Business Analytics, Linkedin
01-2023
Sales Management foundations, Linkedin
10-2021
Business Team Leader - Sales
BA Call Centre India Pvt. Ltd.
04.2017 - 03.2024
Trade Partner Service Advisor
BA Call Centre India Pvt. Ltd.
07.2015 - 03.2017
Customer Service Associate
Dell International Services Pvt. Ltd.
10.2013 - 10.2014
Practitioner CRM Operations
IBM Daksh Business Process Services Pvt. Ltd.
03.2011 - 09.2013
Bachelor of Arts - General Studies
Swami Vivekananda Subharti University
04.2001 -
High School Diploma -
Govt. Model Senior Secondary School
04.2001 -
No Degree - 10th Standard
Govt. Model Senior Secondary School
04.2001 -
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