Rutuja Ghadge
Bangalore
Summary
Dynamic professional with extensive experience in Project Management, Customer success, and operations leadership roles. Proven ability to drive operational efficiencies, enhance customer satisfaction, and lead cross-functional teams to achieve organizational goals. Strong expertise in managing projects, improving processes, and delivering exceptional client service.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Manager Operations
Practo
Bangalore
08.2023 - Current
- Created reports detailing progress against goals set out by senior management.
- Organized and planned operational activities to ensure efficiency and productivity.
- Provided guidance and training to team members in order to improve their skillset.
- Spearheaded process improvements, increasing a key metric (CSAT) from 44% to 91% through strategic brainstorming and feedback implementation.
- Led initiatives to streamline case assignment logic, achieving an 87% Same Day Resolution (SDR) rate.
- Collaborated cross-functionally to standardize processes and reduce Response Time to Acknowledge Ticket (RTAT).
- Implemented SOPs and quick text tools, reducing process-related DSAT from 8.9% to 1.7%.
Team Lead Operations
Practo
Bangalore
04.2022 - 07.2023
- Monitored team performance against targets, taking corrective action where necessary.
- Enhanced team efficiency by 8% through streamlined workflows and optimized task allocation, surpassing ticket targets by 22%.
- Consistently achieved inbound call Service Level (SL) above 90% for three quarters by implementing proactive call management techniques.
- Identified and resolved a critical issue related to active subscriptions, reducing Dis-satisfaction (DSAT) scores and preventing case re-openings.
- Maintained a Quality Score above 85% through regular feedback sessions and team huddles, fostering a culture of continuous improvement.
- Achieved Customer Satisfaction (CSAT%) scores above 85% by implementing performance monitoring and accountability measures.
Subject Matter Expert
Practo
Bangalore
07.2021 - 03.2022
- Managed high-priority doctor complaints and inquiries on social media platforms, ensuring timely resolutions and maintaining B2B account satisfaction.
- Improved social media conversion from negative to positive by 3x through proactive issue resolution and process enhancements.
- Generated and presented comprehensive weekly escalation reports, contributing to continuous improvement initiatives.
- Facilitated communication between customers and engineering teams, ensuring effective resolution of technical issues.
- Monitored social media channels for potential issues and trends, proactively addressing concerns before they escalate.
- Trained and mentored new team members on social media support techniques and escalation processes, ensuring consistency and quality in customer interactions.
Product Support Specialist
Practo
Bangalore
08.2020 - 06.2021
- Delivered tailored solutions to meet customer requirements using Practo's products.
- Conducted training sessions to help customers adopt and efficiently use Practo products.
- Resolved complex technical queries and issues related to product functionality using remote control software.
- Researched and identified solutions to customer inquiries and escalated unresolved issues to appropriate team members.
Project Manager
Crescent Inc
Pune
01.2019 - 07.2020
- Conduct day-to-day project coordination, planning, and implementation across multiple teams.
- Coordinated with internal resources and third parties/vendors for the flawless execution of project.
- Managed the costing department including hiring, training & scheduling of work.
- Build partnerships through exceptional client service; serve as primary point of contact for client communications.
- Create progress reports and monitor program data to assess efficiency.
- Handled complete cataloguing process for 9 cities for ecommerce clients while managing around 20+ individuals.
Education
Bachelor of Engineering -
Sinhgad Institutes
Pune05-2020
Higher Secondary Certificate -
Yashwantrao Chavan Institute of Science
Satara03-2015
Secondary School Certificate -
St Paul's School
Satara05-2013
Skills
- Workforce Planning
- Standard Operating Procedures
- Project Management
- Process Improvement
- Team Leadership
- Customer Relationship Management
- Microsoft Excel
- Salesforce
- Jira
- Compliance Monitoring
- SEO & SEM Marketing
Certification
- Fundamentals of Digital Marketing by Google Digital Unlocked
- National level online quiz on Theory of Machines
Affiliations
- Partcipated in the Debate event management held at Sinhgad
Karandak techtonic. - Contributed to the noble cause of blood donation held at Smt
Kashibai Navale General Hospital Blood Bank Pune. Successful
participated in a Competative exam titled ' Prakash Talent Search',
with 'A' grade. - Participated in "Paryavaran Ratana Award" examination conducted
by Indian centre for Wildlife and environmental studies in south asia
region. - Worked as a volunteer at Cancer Awareness Campaign organised by
St Paul's school. - Participated in a Dance competition organised by Vedant 2016
through B.J Govt medical College Pune. - Special Proficiency Certificate in district level football Championship.
Timeline
Assistant Manager Operations
Practo
08.2023 - Current
Team Lead Operations
Practo
04.2022 - 07.2023
Subject Matter Expert
Practo
07.2021 - 03.2022
Product Support Specialist
Practo
08.2020 - 06.2021
Project Manager
Crescent Inc
01.2019 - 07.2020
Bachelor of Engineering -
Sinhgad Institutes
Higher Secondary Certificate -
Yashwantrao Chavan Institute of Science
Secondary School Certificate -
St Paul's School
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