Analytics!Strategy Making!Developments
Rohit Sharma
Team Leading!!Customer Centric!!Analytics
New Delhi
Summary
Forward-thinking Operations Specialist bringing more than 6+ years of expertise in Customer service for Client Relations sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in Tools like SPRINKLR and CRM. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback.
Overview
14
14
years of professional experience
Work History
Team Leader
Lenskart Solution Pvt Ltd
04.2023 - 04.2024
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
- Built strong relationships with customers through positive attitude and attentive response.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Communicated KPIs (CSAT,QUALITY,AHT,SHRINKAGE) outlined in annual plan to inform employees of expectations and deliverables.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Subject Matter Expert
Lenskart Solution Pvt Ltd
09.2021 - 03.2023
- Observed packing operations to verify conformance to specifications.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Devised and implemented processes and procedures to streamline operations.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Conducted comprehensive assessments of organizational needs, identifying areas for improvement and implementing targeted solutions.
- Developed effective improvement plans in alignment with goals and specifications.
- Developed and presented business cases, presentations and reports to senior management.
Customer Care Specialist
Lenskart Solution Pvt Ltd
12.2018 - 09.2021
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed and implemented customer care policies, procedures and regulations necessary to satisfy customer base.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
- Assisted in the development of internal training materials to improve overall team knowledge and performance.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maximized customer satisfaction by organizing Product or Service repairs, replacements and deliveries.
Celebrity and Executive
Utsav Fashion Pvt Ltd
10.2013 - 04.2016
- Managed cross-functional teams for successful project completion within budgetary constraints and deadlines.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Conducted business forecasts to identify recent developments.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Collaborated with back-office team members to facilitate seamless business execution.
Business Executive
ATS Service Pvt Ltd
08.2012 - 08.2013
- Safeguarded business continuity and minimized risk by implementing robust risk management frameworks aligned with industry best practices.
- Managed financial, operational and human resources to optimize business performance.
- Formulated and executed strategic initiatives to improve product offerings.
- Maximized profitability by identifying cost-saving measures without sacrificing product or service quality.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Analyzed industry trends and tracked competitor activities to inform decision making.
CCR (customer care representative)
VCUSTOMER
05.2011 - 11.2011
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
CDE (Customer Dialog Executive)
Magus Customer Dialog Pvt Ltd
09.2010 - 04.2011
- Interacted well with customers to build connections and nurture relationships.
- Assisted in employee appraisals, promotions and terminations based on performance reviews.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
VIDYA MANDIR PUBLIC SCHOOL
Faridabad 04.2001 -
Bachelor of Arts -
DELHI UNIVERSITY
New Delhi 04.2001 -
Skills
Business Development
undefinedAdditional Information
Looking for an Opportunity to Showcase the Skills further to Learn, Enhance & Meet the Requirements defined by Organization.
Interests
Timeline
Team Leader
Lenskart Solution Pvt Ltd
04.2023 - 04.2024
Subject Matter Expert
Lenskart Solution Pvt Ltd
09.2021 - 03.2023
Customer Care Specialist
Lenskart Solution Pvt Ltd
12.2018 - 09.2021
Celebrity and Executive
Utsav Fashion Pvt Ltd
10.2013 - 04.2016
Business Executive
ATS Service Pvt Ltd
08.2012 - 08.2013
CCR (customer care representative)
VCUSTOMER
05.2011 - 11.2011
CDE (Customer Dialog Executive)
Magus Customer Dialog Pvt Ltd
09.2010 - 04.2011
VIDYA MANDIR PUBLIC SCHOOL
04.2001 -
Bachelor of Arts -
DELHI UNIVERSITY
04.2001 -
Skills & Performances
- Driving the Key KPI`S for the Organization under Desired Timelines.
- Managing a team of 25 People & Ensuring the Results met with Allocated Targets.
- Worked with System/Tools as in – CRM//SPRINKLR/FRESHDESK.
- Team of the Month Award Winner.
Playing Badminton
Badminton as an Sport helps to Boosts the Strength,Sharpens Mind and to be Fit Overall. Also to understand well, being an Individual Play, One can Showcase the Power, Ability and Unleashed practices to reach the Crown.
Skills & Performances
- Driving the Key KPI`S for the Organization under Desired Timelines.
- Managing a team of 25 People & Ensuring the Results met with Allocated Targets.
- Worked with System/Tools as in – CRM//SPRINKLR/FRESHDESK.
- Team of the Month Award Winner.
Playing Badminton
Badminton as an Sport helps to Boosts the Strength,Sharpens Mind and to be Fit Overall. Also to understand well, being an Individual Play, One can Showcase the Power, Ability and Unleashed practices to reach the Crown.
Similar Profiles
Roopesh kumarRoopesh kumar
Project Manager at Lenskart solution Pvt LtdProject Manager at Lenskart solution Pvt Ltd
PARTHA SARKARPARTHA SARKAR
Area Operation’s Manager at Lenskart Solution Pvt. LtdArea Operation’s Manager at Lenskart Solution Pvt. Ltd
PARTHA SARKARPARTHA SARKAR
Area Operation’s Manager at Lenskart Solution Pvt. LtdArea Operation’s Manager at Lenskart Solution Pvt. Ltd