Rushil Lakhepuria
Thane
Summary
Dynamic Online Reputation Management professional with a strong background in Customer Service, recognized for enhancing brand image and customer satisfaction. Proven ability to communicate effectively and solve complex problems while maintaining exceptional organizational skills. Committed to leveraging expertise to drive positive outcomes in a challenging environment.
Overview
12
12
years of professional experience
Work History
Manager – ORM
FCB Kinnect
Mumbai
03.2024 - 01.2025
- Company Overview: Worked as Manager - ORM for one of Mumbai's leading media agencies, FCB Kinnect, handling ORM for India's biggest private bank.
- I successfully managed end-to-end operations by overseeing and coordinating all aspects of the process, from the initial stages to the final implementation, ensuring smooth and efficient execution throughout.
- I was instrumental in consistently meeting and upholding the Service Level Agreement (SLA) every month.
- I was responsible for client service in my role, ensuring satisfaction, and effective communication with the client.
- I was tasked with recruiting executives, building the team, and effectively managing conflicts in my role.
- I oversaw process training, provided mentorship, and identified and nurtured potential future team leaders in my role.
- I conducted quality checks and audits on the team's work to ensure high standards and accuracy.
Senior ORM Executive (Acting Team Leader)
Concentrix
Mumbai
11.2022 - 02.2024
- I took on the role of acting team lead for our client, Akasa AIR, leading the ORM operations successfully.
- I served as the Subject Matter Expert (SME), and took on the responsibility of training and mentoring the ORM team effectively.
- I was in charge of team rostering and scheduling to ensure efficient operations and coverage.
- I acted as the Single Point of Contact (SPOC) for all client interactions, ensuring seamless communication and coordination.
- I was responsible for closely monitoring the agents' Key Performance Indicators (KPIs) monthly to track performance and drive improvements.
Senior ORM Executive
CONNEQT Business Solutions Limited
Thane
03.2021 - 10.2022
- Handled ORM for our client, TATA CLiQ, an e-commerce platform.
- I made sure that timely and accurate responses were provided to customers to address their queries and concerns promptly and efficiently.
- Coordinated internally with relevant stakeholders for the resolution of high-importance tickets, promptly.
Customer Service Executive
Concentrix
03.2020 - 01.2021
- Worked for their client J.P Morgan & Chase Bank
Jagdamba Tours & Travels
11.2015 - 02.2020
- Company Overview: Company Overview: Family Business
- Family Business
- Company Overview: Family Business
Senior Customer Executive
Serco International BPO
12.2014 - 09.2015
Flight Attendant
Spicejet Airlines
01.2013 - 04.2014
Education
Bachelor of Business Administration - Retail Operations
Sikkim Manipal University
10.2017
Higher Secondary School -
Maharashtra Board
06.2010
Secondary School -
Mumbai Board
06.2008
Skills
- Interpersonal skills
- Microsoft Office
- Crisis Management
- Communication skills
- Time-Management
- Organisational Skills
Hobbies and Interests
- Travelling
- Swimming
- Exploring new places
- Outdoor Sports
LANGUAGES
Hindi
First Language
English
Proficient (C2)
C2
Marathi
Upper Intermediate (B2)
B2
Disclaimer
I hereby declare that all the details furnished above are true to the best of my knowledge & belief.
Timeline
Manager – ORM
FCB Kinnect
03.2024 - 01.2025
Senior ORM Executive (Acting Team Leader)
Concentrix
11.2022 - 02.2024
Senior ORM Executive
CONNEQT Business Solutions Limited
03.2021 - 10.2022
Customer Service Executive
Concentrix
03.2020 - 01.2021
Jagdamba Tours & Travels
11.2015 - 02.2020
Senior Customer Executive
Serco International BPO
12.2014 - 09.2015
Flight Attendant
Spicejet Airlines
01.2013 - 04.2014
Bachelor of Business Administration - Retail Operations
Sikkim Manipal University
Higher Secondary School -
Maharashtra Board
Secondary School -
Mumbai Board
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