Rakesh Ronald

• Lead the development of DocVita's Health Tech platform focused on Mental Health, contributing as a founding Team Manager and second hire for the care team

• Collaborated directly with founders to build the product and establish a robust therapist network

• Develop and implement operational policies, procedures, and protocols to enhance the delivery of mental health services. Monitor daily operations to ensure compliance with regulatory standards, quality benchmarks, and organizational goals.

• Implemented automation and process improvements resulting in a 60% reduction in chat flow and achieving a chat response time below 2 minutes

• New retention initiative - 8 therapists - improved retention by 35%

• Worked closely with the marketing team to develop engaging social media content. Hiring, training, and leading care team members to provide support to clients.

• Created SOP process documents based on current analysis and industry best practices. Implemented, reviewed, and refined processes for continuous improvement and efficiency.

• Handling 300+ emails, provide relevant product information within the average handling time
• Escalation of violated players to the next tier level for review
• Responding to in game Petitions of players
• Managing all kind of dispute related to product support
• Review all disputed claims.

• Research and recommend flights, hotels, sightseeing options (domestic/international) and other travel-related services to the clients
• Ability to monitor and handle any concerns or issues relating to the client's travel within a short interval.

• Handling Corporate Clients
• Visa assistance
• Tours and packages - Domestic & International
• Working with the sales and marketing team to drive sales forward
• Mentoring and training of staff
• Scheduling weekly team meetings, focusing on targets & achievements
• Ensure all the emails are answered as per agreed SLAs.

• Supervise that all the calls were timely responded to the emails, phone calls, revert to customer queries
• Complete adherence of internal & external policies
• Involved in recruitment of new staff
• Working with the sales and marketing team to drive sales forward
• Mentoring and training of staff
• Scheduling weekly team meetings, focusing on targets & achievements
• Recognition of team members to create positive working environment
• Sure all the emails are answered as per agreed SLAs
• Handling new client inquiries and acting as the face of the business
• In case of any ADM received then having quick meeting with TC and the airlines for resolutions
• Ensuring that best routing is offered as per customer needs
• Regular check on sales and payment collection as per agreed customer SLAs
• Daily monitoring of all PNR's with accurate deal codes, right fares charged & Proper ticketing
• Maximizing revenues by selling Leisure products - Hotels/ Transport.

• Key responsibility includes: Handling of international tickets Queries & Fare Quoting, issuance of tickets, Visas and passport assistance
• Handling corporate companies, Walk-in clients and sub-agents
• Maintaining Branch reports & data
• Client visits
• Control on all the bookings to avoid No Show or cancellation charge
• Ensuring that customers are offered cheapest fare options as per preferred airlines with the shortest route.

• Key responsibilities include Handling Domestic and International bookings, Conference arrangements, Inbound tours - cars, Passports and Visa assistance
• Excellent Product Knowledge
• Make professional, accurate, cost effective travel arrangements for clients while providing excellent customer service
• Preparation of detailed itineraries upon bookings to ensure accuracy of reservations and provided confirmation to clients
• Proactively market, sell and consult with clients in regard to International and Domestic travel arrangements including hotel bookings
• Handling the Team training and Supervision of team activities.