Rakesh Narayanan

• Leading a department of over 300 professionals, focusing on Loyalty workpot and customer relations.
• Strategic Collaboration: Partnering with the Managing Director and other Heads of Departments to drive and achieve organizational goals.
• Operational Excellence: Ensuring high standards of service delivery and customer satisfaction through effective team management and process optimization.
• Performance Improvement: Implementing continuous improvement initiatives to enhance operational efficiency and customer experience.
• Stakeholder Engagement: Building and maintaining strong relationships with internal and external stakeholders to support business objectives.

• Spearheaded the seamless migration of our office to two new locations in 2023 and 2024, serving as the primary business lead. Collaborated with the projects, operations, and admin teams, and worked closely with HR to ensure a smooth transition, successfully cutting over calls without any issues and ensuring a smooth transition for our people.
• Instrumental in setting up the Customer Relations team at CallBA India Pvt Ltd. This team is now the most efficient across the GEC and has consistently been recognized for its efficiency and quality of work.
• As a vertical head, my team continuously delivered the highest Employee Pulse Survey scores in 2022, 2023, and 2024, with employees rating the team highly on engagement, trust, recommendation, and overall satisfaction.
• Improved customer satisfaction ratings with proactive problem resolution and enhanced communication strategies.
• Delivered successful project outcomes for stakeholders on time and within budget through effective project management methodologies.
• Leveraged data analytics to inform decision-making processes that led to more informed choices in strategy development and execution.
• Fostered a culture of continuous improvement by promoting best practices in process optimization, quality assurance, and innovation.

A high energy and results-driven effective business manager with 14+ years of experience in airline customer service. My skills include excellent planning and organizational skills which result in the optimum functioning of the department and the consistent achievement of customer service standards.
With a proven interpersonal and motivational ability, i ensure a strong team approach and the attainment of maximum performance levels and productivity. I am a quick-learner with excellent multi-tasking skills and have been commended for innovation and creative problem-solving abilities to address business challenges.

Some of my key achievement are -

• Spearheaded overhaul of company best practices to significantly increase staff retention rates.
• Created, managed and executed business plan and communicated company vision and objectives to motivate teams.
• Hired exceptional candidates and led staff to maximize productivity and eliminate process lags.
• Oversaw and improved deliveries through proactive coordination of daily operations.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
• Devised strategies to boost customer sales and drive referrals due to excellent service resulting in new customer relationships.
• Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
• Accomplished multiple tasks within established timeframes.
• Evaluated employees' strengths and assigned tasks based upon experience and training.
• Boosted customer satisfaction by providing teams with training and skills to optimize service delivery in alignment with individual needs.

I have

• Directed, administered, and controlled the day-to-day operations and activities of British Airways frequent flyer programme.
• Providing leadership, support, and guidance to a team of 15 travel advisors.
• Ensured compliance with established company and regulatory guidelines and procedures to provide high quality service and outstanding customer care.
• Participated in the implementation of divisional and company initiatives and strategies.
• Practiced cost containment strategies, maintaining profitability and growth of area.
• Directed and oversaw the business of the assigned facilities within a defined area through effective leadership and management of customer service, quality care, marketing, and responsible fiscal management.
• Coordinated operation strategies and activities to ensure the provision of outstanding customer service while adhering to regulatory and company guidelines and requirements, ensuring efficiency and economy.
• Participated in the development of area strategic plans, goals, and objectives, ensuring alignment with those of the division and company.
• Provided informal feedback on an ongoing basis and formal feedback in the annual performance evaluation process to identify and develop talent.
• Managed the staffing through the appropriate hiring, firing, and disciplinary actions in collaboration with HR.
• Ensured and promotes the development of the area management team/succession planning through coaching, training, and leadership development.
• Ensured a strong and robust communications process between all team managers and staff within the area and across the division as needed by leading communications sessions and meetings with managers and ensuring the appropriate dissemination of communications to support staff.
• Reviewed analysis of performance, including financial and productivity data for area and made the appropriate changes in strategies, goals, and objectives responding to current status and conditions.
• Ensured all team members received the appropriate training and education, including ongoing compliance training.
• Sucessfully delivered key projects over the course of my tenure.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Exceeded goals through effective task prioritization and great work ethic.
• Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
• Used coordination and planning skills to achieve results according to schedule.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Oversaw daily operations to ensure high levels of productivity.
• Resolved problems, improved operations and provided exceptional service.

• Proved successful working within tight deadlines and fast-paced atmosphere.
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
• Worked closely with Team Manager to maintain optimum levels of communication to effectively and efficiently complete projects.
• Actively listened to customers' requests, confirming full understanding before addressing concerns.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Used Microsoft Word and other software tools to create documents and other communications.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Resolved problems, improved operations and provided exceptional service.

• Provided primary customer support to internal and external customers.
• Recommended products to customers, thoroughly explaining details.
• Responded to customer requests for products, services and company information.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Provided information regarding charge accounts and loyalty programs.

• Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
• Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
• Arranged travel accommodations for groups, couples, executives and special needs clients.