ROHIT PRASAD LAL
South 24 Parganas
Summary
Dynamic professional with a proven track record in leadership, team management, and strategic thinking. Committed to making a valuable contribution to an organization, leveraging expertise in sales, operations, vendor management, and client relations to drive effective results. Motivated by a passion for continuous learning and growth, dedicated to helping the company achieve its objectives while also developing professionally and personally. Thrives in diverse environments, committed to delivering excellence with integrity and enthusiasm.
Overview
14
14
years of professional experience
Work History
Inside Sales Manager
Accenture (Client Flipkart)
08.2024 - Current
- Developed customer insights and implemented innovative sales strategies for 611 MKPL seller accounts, contributing to a 65 crore GMV and driving business growth
- Analyzed market trends and competitor strategies to maintain a competitive edge
- Managed relationships with vendors, negotiating terms for product selection, returns, and order processes
- Led and mentored high-performing team of 21 KAMs (Key Account Manager), setting KPIs and ensuring alignment with organizational goals which includes focus on four major CVP metrics Pricing, Selection, Speed and Quality
- Collaborated with leadership teams to implement and monitor strategies, ensuring effective execution
- Optimized product selection by onboarding new SKUs, enhancing customer offerings, and increasing sales
- Led disruptive innovations in category management for Fashion Wearables , Footwear , Luggage and Travel Accessories by collaborating with vendors to stay ahead of market trends
- Managed 21 sales specialists by coaching on effective sales techniques, monitoring performance and offering helpful feedback.
Process Lead
Amazon
01.2022 - 05.2024
- Led a team of the 33 resources with the help of 3 L3s in their KPIs and KRAs and managing 3 MKPLs across North America region
- Managed end-to-end pricing for retail categories, utilizing Tableau to analyze historical data and forecast improvements
- Conducted strategic business reviews ( Weekly, Monthly, QBR ) with stakeholders and clients
- Led the automation of critical business processes, significantly boosting operational efficiency, reducing manual effort, and enabling advanced data-driven decision-making for strategic growth.
- In-depth Root Cause Analysis and troubleshooting skills to resolve problems
- Collaborated with cross-functional teams ( Analytics, Quality , etc.) to ensure smooth delivery of projects and align with client goals
- Provided training and development programs for team members, focusing on performance enhancement and skill-building
- Actively participating in the Learning & Development program for the L2s by identifying the skillsets lacking for future career growth and development, as well as assigning the appropriate Knowledge Programs to enhance those skills.
- Managed recruitment efforts, onboarding new talent to meet business requirements
- Also managed the Project CPM at Worldwide Level for the metrics improvement which helped in metrics achieving with ease
Manager
HDFC Bank
05.2020 - 01.2022
- Led a team of 18 Business Development Representatives (BDRs) to drive credit card sales across 18 branches
- Communicated with cluster heads to achieve sales targets and track progress through CRM and Tableau reports
- Managed cross-functional relationships with Compliance, Credit, and Customer Service teams to ensure smooth sales conversions
- Trained team members on product offerings and sales techniques, ensuring alignment with targets and compliance standards
- Analyzed sales data to identify areas for improvement and ensured adherence to KYC and AML guidelines
Assistant Manager
Citibank, NA
10.2016 - 03.2020
- Managed customer service operations, handling inbound service requests, disputes, and credit card sales for the team
- Promoted to Assistant Manager for leading the retention campaign, managing a team of 25 members across two sub-teams
- Exceeded KPIs such as Customer Satisfaction Score (CSAT), First Call Resolution (FCR), and Average Handling Time (AHT)
- Developed a complaint resolution system, improving customer retention from 10% to 30% and satisfaction by improving the NPS score from 80% to 90%
- Prepared and presented weekly and monthly business reviews to senior management, highlighting performance metrics and trends
Senior Associate
Wipro BPO
07.2011 - 08.2016
- Managed customer service for Talk Talk , handling approximately 30 escalation calls on daily basis and providing on-call resolutions for technical and customer service issues
- Trained new hires and provided ongoing feedback to improve team performance
- Worked on process and tool improvements to enhance operational efficiency
- Prepared daily performance reports, ensuring adherence to critical performance metrics
Education
Bachelor of Commerce - Accounting And Finance
Prafulla Chandra College (University Of Calcutta)
Kolkata, India05-2011
Skills
- Operations & Quality Management
- Vendor & Stakeholder Management
- Project & Change Management
- Team Leadership & Development
- Client & Account Management
- Sales Leadership & Tracking
- Budget & Resource Management
- Data Analytics & Reporting
- Cross-Functional Collaboration
- Technology Proficiency (MS Office, Tableau, CRM)
- Rapport & Relationship Building
- Strategic Planning & Execution
Accomplishments
- Initiated strategic efforts to drive sales revenue growth for the Citibank campaign, achieving a remarkable increase from ₹1.5 Cr to ₹3 Cr within a year. Recognized by the management team for contributing significantly to the profitability and success of the campaign.
- Recognized for exceptional skills and promoted to Assistant Manager for a new Citibank campaign focused on credit card customer retention, demonstrating expertise in leadership and strategic customer engagement.
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Advanced (C1)
Timeline
Inside Sales Manager
Accenture (Client Flipkart)
08.2024 - Current
Process Lead
Amazon
01.2022 - 05.2024
Manager
HDFC Bank
05.2020 - 01.2022
Assistant Manager
Citibank, NA
10.2016 - 03.2020
Senior Associate
Wipro BPO
07.2011 - 08.2016
Bachelor of Commerce - Accounting And Finance
Prafulla Chandra College (University Of Calcutta)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Disclaimer
I hereby declare that all the information provided above is true and correct to the best of my knowledge and belief.
Personal Information
- Father's Name: Mr. Kishor Prasad Lal
- Date of Birth: 10/30/89
- Gender: Male
- Marital Status: Single
Additional Responsibilities
- Assisted in HR functions including staffing , training , and conflict resolution.
- Analyzed data on lead generation , sales conversions , and process improvements .
- Participated in re-engineering and change management efforts to improve business operations .
- Ensured compliance and managed open case resolutions with the Product Team for approvals and exceptions .
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