Upskilling
ROHAN GUPTA
Operation leader
Bangalore
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
8
8
years of professional experience
1
1
Certification
3
3
Languages
Work History
Team Leader, Sales Operations
NoBroker
04.2023 - 12.2023
- Worked as a Team leader for Loan sales team
- Coordinated with Bankers to get the best suited offer for better business
- Led a team of 45 members
- Coordinated with the business team for loan offers for the customers
- Helped the organization secure a significant increase in business last quarter.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Improved productivity of customer service team by leading training initiatives and revamping schedules.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
Operations Team Leader
Swiggy
08.2017 - 03.2023
- Led and managed a team of 15-25 individuals to successfully complete projects within budget and on-time delivery
- Created project plans, schedules, and timelines to ensure project objectives were met
- Monitored team performance, provided feedback, and implemented improvement plans to enhance team efficiency and productivity
- Communicated with stakeholders to ensure project requirements were met and expectations were exceeded.
- Worked closely with the Legal team as well as social media team on escalations.
- Supervised outsourced partners
- Took up new projects to see the growth of the particular product
- Closely worked with the product team in order to help them with the new product launch and test the beta run
- Implemented safety protocols and ensured compliance with company policies and procedures
- Coordinated and conducted team meetings to promote communication and resolve conflicts
- Collaborated with other department heads to ensure smooth operations and achieved overall company goals
- Conducted team bonding activities with the quarterly activities and team outing
- Motivated team members for growth and internal job postings
- Recruited employees for outsourced partners by interviewing them in soft skills and product knowledge
- Worked with the marketing team in order to test the new product with the vast customer reach
- Worked with the payment gateways.
- Streamlined team processes for increased efficiency and productivity.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Answered product and service questions, suggesting other offerings to attract potential customers.
Escalations Specialist, Compliance
Myntra
03.2016 - 07.2017
- Headed the pilot batch as a customer service representative
- Worked on Social media escalations
- Worked for Outbound calls to support the escalation team.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Maintained up-to-date knowledge of product and service changes.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Established and maintained strong relationships with key stakeholders within the organization, ensuring a collaborative approach to resolving escalated customer issues.
Education
BBA - Business Management
The Oxford College of Business Management
Bengaluru, India04.2015
Higher secondary - undefined
Hariyana Vidya Mandir
Skills
Leadership and Management
Problem-Solving and Decision-Making
Microsoft Office Suite
Social media
PowerBI
Employee Coaching
WPS office
Adaptability and Flexibility
Performance Management
Sales Support
Operations Management
Customer Retention
Teamwork and Collaboration
Sales Training
Certification
SIX SIGMA GREEN BELT
Demographics
07/15/93, Male, Married
Accomplishments
- Resolved product issue through consumer testing.
- Achieved positive results by completing product testing with accuracy and efficiency.
- Collaborated with team of 45 in the development of new Sales strategy.
Interests
Timeline
Team Leader, Sales Operations
NoBroker
04.2023 - 12.2023
Operations Team Leader
Swiggy
08.2017 - 03.2023
Escalations Specialist, Compliance
Myntra
03.2016 - 07.2017
BBA - Business Management
The Oxford College of Business Management
Higher secondary - undefined
Hariyana Vidya Mandir