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Rakesh Srivastava
Senior Associate Operations
Noida
Summary
7+ Years experienced with a demonstrated history of working in Digital
Payments and Hospitality Industry.
Skilled in Team Handling, Operations Excellence, Business Intelligence, vendor Management, Microsoft Excel, Customer Focus and Product improvement.
Operations Specialist with experience developing realistic solutions to assure satisfactory consumer and customer experiences. Committed to resolving problems and maintaining accurate metrics and reports.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
2
2
Certificates
3
3
Languages
Work History
Senior Operations Associate
OYO
Gurugram
08.2019 - Current
- Working as Senior Associate (SPOC) with OYO Central Operations team for 3 years.
- Supervising team of 10 people to effectively meet company goals and achieve revenue.
- Roster Management, leave sanctioning, shift swaps & records for ensuring sufficient staffing.
- Working as bridge between ground team and management for smooth functioning to increase sales and revenue.
- Help to increase uses of web application and closely monitor all tech requirements of application to make it user friendly to retail and corporate partners.
- Data analysis on basis of collection of data collection team.
- Creating and various reports like, productivity, FRT, ART & product wise inflow.
- Working closely with analytics team to maintain exact match of RR, NRV, targets, meetings and Incentives of ground team with help of trackers and Hive.
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
- Optimized Clients experience by delivering superior services and effectively troubleshooting issues.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
Senior Operations Associate
Paytm Payments Bank
Noida
11.2014 - 01.2019
- Taking care of customer service (In-house team) for Paytm wallet, 3rd party transactions and Digital payments.
- Managed all sorts of customer escalations Level 1 to 3, Grievance, Nodal, RBI.
- Sharing daily work reports like, Inflow, Pendency & Productivity with Management.
- Managed team of 20 members and evaluate their performance on day-to-day basis.
- Provide all essential training to team related to quality and process gap.
- Manage vendors (Outsource Partners) of Payment Bank Email Process and evaluate vendor performance in terms of FRT, Production and Quality.
- Troubleshoot all vendor problems and present to management as required.
Education
MBA - Marketing
Doon Business School
Dehradun, UT 06.2012 - 06.2014
BBA - Marketing
NSHM College of Management & Technology
Durgapur, WB 07.2008 - 07.2011
Skills
Team Handling
undefinedCertification
Business Analytics with Excel.
Interests
Exploring Skills over online learning platform
Travel to new places
Sports
Gardening
Photography
Local meetups
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Judge a man by his questions rather than his answers.
Voltaire
Timeline
Business Analytics with Excel.
07-2022
Senior Operations Associate
OYO
08.2019 - Current
Senior Operations Associate
Paytm Payments Bank
11.2014 - 01.2019
Elementary Course In French Language
06-2014
MBA - Marketing
Doon Business School
06.2012 - 06.2014
BBA - Marketing
NSHM College of Management & Technology
07.2008 - 07.2011
Accomplishments
- Rewarded with best employee of the Quarter twice.
- Promoted as SPOC within 1.5 years of handwork.
- Supervised team of 20 staff members.
- Added to the escalation matrix for any support throughout PAN india.
- Achieve the company targets/Revenue during the Pick months (OND)
- Testing product feature prior to release new updates.
Software
Microsoft Excel
Zendesk
Salesforce
Global Desk
Microsoft Teams
Freshsales CRM
Spreadsheets
Google sheet
Outlook
Onedrive
Slack
Google Hangout
Zoom
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