ROHIT KUMAR
Bangalore
Summary
Experienced Manager with a background in leading diverse teams to accomplish project objectives. Strengths include strategic planning, process improvement, and stakeholder management. Known for leveraging technical skills to improve organizational efficiency and drive project success.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Manager
Roppen Transportation Services Pvt Ltd (Rapido)
03.2020 - Current
- Handling a team size of 1800 + members. (Mix of on role off role) for end-to-end Supply Chain, Customer/Captain Support, Backend operations, compliance & Business Reports
- To ensure adherence to the Service Level Agreements of Customer care, Captain Care, Social Media, and ERT Team
- Work towards continuous improvement for meeting the supply accusation target of the captains PAN India
- Data Mining to make a decision
- Lead a very large fleet of outsourced BPO executives across 5 locations through a team of Managers and Team Leads (TLs) and ensure an efficient and healthy work environment
- Manage the onboarding and training activities for Captains and ensure that they follow the required guidelines while taking rides
- Monitor the performance metrics of different reporting teams and take necessary actions to improve the same
- Help build and implement SOPs. Manage workflow and day-to-day operations
- Strategize and execute central initiatives as well as contribute with ideas for effectively scaling up the operations
- Explore opportunities to reduce the overall backend support cost and contact ratio.
- Manage/ Contribute to Special projects such as launching new cities, building new supply chain etc.
- Creation of legal contracts/Documents in collaboration with Legal Team
- Vendor Price Negotiations
- Responsible for Vendor Payouts
- Cost Optimizations
- PNL Management
- Budget vs Actuals
Business Analyst
Panasonic India Pvt. Ltd
05.2019 - 03.2020
- Daily sales report
- State wise study
- City wise study
- Product wise study
- Distributor wise performance on daily basis
- Retailer wise performance on daily basis
- AM wise performance on daily basis
- TL Wise performance on daily basis
- FOS wise performance on daily basis
- Business study as per requirement
- Dashboard automation on Power BI Tool
- Work alignment as per priority
- Analysis & monthly trends shared with management for time to time reviews
- Different type of analysis to enhance the productivity and sales as well
- Competition benchmarking
- Market Analysis
MIS Team Lead
Foodpanda India
09.2017 - 05.2019
- Report generation related to Chat, Email , Social Media Process
- Report generation for Order Processing Team via using SQL Server
- Creation of various type of Dashboards (SLA, Shrinkage, Attrition, Repeat, Customer Satisfactions)
- Analysis & monthly trends shared with management for time to time reviews
- Fraud Analysis to avoid revenue leakage
- Outsource partners billing Analysis and Reconciliations
- Manpower Planning Weekly basis
- Roster Management
- Root Cause Analysis for non-achievement of KPI
- Analysis other departments data to improve the service and reduce Customer Contacts
- Analysis as per Business Requirement
- Creation of agent wise reports to enhance the agent and process productivity
- Taking Care of Real Time Management and Ops Trend analysis
- Real time Issue Identification
- Work alignment as per priority
- Taking Care of all the reports related to vendor support process
- Operations management
- Backup of Operation Manager
- Handling team of 20 members for other backend operations like manual vouchers
- Call Center Management
Sr. Executive Activations & Provisions
Vodafone: Idea Ltd.
03.2016 - 08.2017
- Ensured VOC for circle Ops for GPRS Plan Vs Pack Mismatch Dashboard Concern Zones
- Provided Pendency Dashboard Concern Zones in circle Ops
- Bulk Provisioning (2000 Numbers in Once)
- Zone Wise Performance Tracking (Billing Dispute, Activations, Provision Gaps)
- Retention Benefit Assignment over UPC & Voluntary
- Customer Retention
- Marketing Activities
- Reconciliation to Avoid Customer DE-SAT & Billing Dispute
- Assignment for Promo Benefits to Increase Sales & Customers
- Monthly trends shared with Circle team
- Analysis & monthly trends shared with management for time to time reviews
- Interaction with call centers to maintain the TAT of process
- Reconciliation to Avoid Revenue leakage
- Circle SPOC for maintaining & sharing data for ISO Audit /Term Audit/ B&M Audit
- Audit of CAF (customer application form) fulfillment & documentation of postpaid
Team Leader Operations
Kochar Infotech Pvt. Ltd.
12.2013 - 03.2016
- Have lead a team of 25 team members for IDEA & Telecom Inbound Call Center Circle (UP West, UP East, Madhya Pradesh)
- Drive performance & achieve the KPI’s
- Maintain the Performance Consistently
- Prepare Daily Basis Attendance of whole process
- Monthly Complaint Discard for Center
- Employee Retention
- Real Time Management in Peak Hours
- Handle Customer Escalation and serious customer issues myself
Education
Diploma - Computer Engineering
H.P.T.S.B
Graduation -
Monad University
Skills
- Supply Chain Management
- Data Analysis
- Vendor Management
- Budget Management
- Performance Monitoring
- Contract Negotiation
- Project Management
- Business Reporting
- Team Leadership
- Operational Efficiency
- Business Excellence
- Microsoft Office
- SQL
Key Projects
- Driver Contact Reduction from 22% to 2%
- Contract Negotiated with 3% increase instead of 6%
- Two-time moderate rating in external audit, Zero observations in financial handling
- Project Done on Women's Safety in Rapido
- AI-based calling to drivers for onboarding, 60% cost reduction
- Converting Cost Centre to Profit Centre
Certification
- Six Sigma Green Belt
- Certification in AI Tools Workshop by be10X
- Certification in AI Tools Workshop by be Skill nation
Awards
- 2020, Cloud9 Collaborator
- 2021, Do More with Less
- 2022, Troubleshooter
- 2023, Consumer First
- 2017, Best MIS Lead, foodpanda India
- Multiple, Outstanding performer of the quarter award from Idea Cellular Ltd (UPW Circle)
- Multiple, Manager of the month award for achieving monthly Targets
Language -
- English
- Hindi
- Punjabi
Personal Information
Date of Birth: 10/01/94
Birth Place: Kangra (Himachal Pradesh)
Timeline
Senior Manager
Roppen Transportation Services Pvt Ltd (Rapido)
03.2020 - Current
Business Analyst
Panasonic India Pvt. Ltd
05.2019 - 03.2020
MIS Team Lead
Foodpanda India
09.2017 - 05.2019
Sr. Executive Activations & Provisions
Vodafone: Idea Ltd.
03.2016 - 08.2017
Team Leader Operations
Kochar Infotech Pvt. Ltd.
12.2013 - 03.2016
Diploma - Computer Engineering
H.P.T.S.B
Graduation -
Monad University
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