Rohini Satpathy
Bengaluru
Summary
Results-oriented and detail-oriented Manager with a strong background in project management and agreement negotiation. Seeking an opportunity to leverage skills and experience in managing high-visibility vendor operations and driving operational improvements for exceptional client experiences and stakeholder satisfaction
Overview
12
12
years of professional experience
Work History
Service Support Manage
WEBHELP Group
06.2022 - Current
- Spearheaded oversight of $80M cloud services project delivery data, encompassing J/APAC initiatives, from inception to execution, ensuring meticulous budget adherence and resource allocation.
- Leveraged Looker dashboards proficiently to furnish leadership with comprehensive program metrics and insights, facilitating informed strategic decision-making.
- Orchestrated internal evaluations of project budgets and staffing particulars, pinpointing operational inefficiencies and instituting enhancements for streamlined processes.
- Fostered collaboration among finance, delivery, and sales teams to swiftly resolve customer concerns, enhancing overall client satisfaction and retention.
- Spearheaded staffing strategy for Technical Account Managers (TAMs), Pursuit Leads, Project Managers utilizing Looker dashboards to analyze TAM utilization trends.
- Generated and distributed monthly reports to schedule and authorize project milestones, facilitating prompt invoicing processes for clients.
Deputy Manager
Conneqt Business Solutions Ltd
02.2019 - 06.2022
- Managed retail, E-commerce, and B2B accounts, specializing in quality, operations, and training
- Analyzed call center KPIs, collaborated with brands, and optimized processes
- Gathered feedback from partners to understand their needs, preferences, and pain points, driving strategic initiatives to enhance partner satisfaction and loyalty.
- Conducted competitor analyses to identify market trends, benchmark against industry standards, and inform strategic decision-making processes.
- Developed and implemented effective communication and training programs for new and existing partners, ensuring clarity, consistency, and alignment with company objectives.
- Monitored and published reports on tickets raised by partners and customers, analyzing trends and implementing corrective actions to enhance partner support processes.
- Tracked core retention metrics such as churn rate, partner lifetime value, and partner satisfaction scores, developing strategies to improve retention rates and enhance overall partner experience.
Quality Team Lead
StarTek
12.2013 - 11.2018
- Mentored QA team in audit compliance and oversaw international hotel brands contract management. Managed retail, e-commerce, and B2B accounts, focusing on quality, operations, and training.
- Analyzed call center KPIs, collaborated with brands, and streamlined processes for efficiency.
- Implemented decision-tree workflows and redefined quality standards.
- Formulated e-commerce strategies to enhance customer acquisition and revenue.
- Ensured timely delivery of technical solutions while maintaining accuracy.
- Spearheaded adoption of new technologies to drive continuous improvement.
- Maintained and enhanced team's technical skills through collaboration and onboarding.
- Developed and refined process documentation to support technical support functions.
- Led initiatives for next-gen services and promoted best practices.
- Explored automation opportunities and provided recommendations for improvement.
Process Associate
Infocon International Pvt Ltd
02.2012 - 10.2013
- Profile scientific authors publications in Biomed Experts & Scopus Database according to their publication's details in SciVal & Scopus database
- Coordinated with team for project accomplishments and journal selection of authors to be published on Elsevier databases
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Analyzed process flows and identified areas of improvement to increase productivity and reduce costs.
Education
Master of Science - Microbiology
Orissa University of Agriculture And Technology
Odisha06.2012
Bachelor of Science - Biotechnology
Utkal University
Odisha05.2010
Skills
- Leadership
- Customer Engagement
- Learning & Development
- Operations Management
- Account Delivery Management
- Client Relationship Management
- Cross-functional Collaboration
- Training Program Development
- Service Delivery
- Project management
- Google Cloud platforms
- Workflow Management
- Lean Six Sigma
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Odiya
Bilingual or Proficient (C2)
Hobbies and Interests
- Mandala Art Artist.
- Travel Photography
Timeline
Service Support Manage
WEBHELP Group
06.2022 - Current
Deputy Manager
Conneqt Business Solutions Ltd
02.2019 - 06.2022
Quality Team Lead
StarTek
12.2013 - 11.2018
Process Associate
Infocon International Pvt Ltd
02.2012 - 10.2013
Master of Science - Microbiology
Orissa University of Agriculture And Technology
Bachelor of Science - Biotechnology
Utkal University
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