Sudhir Kumar Rautray
Chennai
Summary
Customer-oriented General Manager with 16 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments.
Overview
17
17
years of professional experience
Work History
Deputy General Manager-Telesale &Vendor Management
Bank Bazaar .com
12.2018 - Current
- Responsible for leading the Contact Center Operations which includes Inhouse & Vendor line of business across PAN india for cards
- Responsible for month-on-month revenue growth by transiting the inhouse business to external and ensuring the positive margins by optimizing the cost
- Responsible for managing 700 FTEs portfolio for Cards & loans and ensuring the profitability
- Responsible to effective utilization of telephonic metrics as per COPC standards
- Work closely with Service Excellence, Quality, L&D teams to improve Process and TAT
- Drove year-over-year business growth while leading operations, strategic vision, and planning.
Operations Manager - Sales
Epicenter Technologies Private Limited
04.2018 - 11.2018
- Lead Pre-sales tele calling associates to generate quality walk-ins across various projects of the group.
- Performs outbound sales activities such as cold calling, lead follow- up, and sales qualifications.
- Convert prospects into customers by show-casing appropriate residential properties to the prospects matching the investment/residential
- Identified and resolved unauthorized, unsafe, or ineffective practices.
Operations Manager - Telesales & Customer Service
Concentrix Daksh Services India Private Limited
04.2012 - 01.2018
- To effectively manage Contact Center for constant performance achievements of 300 FTEs
- Responsible to achieve annually 70 Cr Revenue (Premium) with 7% (NOP) conversion
- Driving Cost Reduction Agenda in the Processes with Automation opportunities and Cross utilization of resources and effective seat utilization
- Negotiated contracts with Clients to obtain best pricing and terms.
Senior Executive- Customer Service Delivery
Bharti Airtel Ltd
02.2007 - 01.2011
- Maintained low attrition rate through churn analysis and monitoring voluntary churn.
- Responsible for achieving targets (numbers & revenue) as per AOP.
- Analysis the zero-user prediction to control the high ARPU churn.
Education
MBA - Marketing
Mahatma Gandhi University
Meghalaya03.2012
BBA -
Guru Ghasidas University
Bilaspur02.2007
High School Diploma -
Kendriya Vidyalaya Ballygunge
Kolkata03.2004
Skills
- Telesales & Vendor Negotiations
- Client Relations
- Cost Analysis and Savings
- Operations Management
- Decision Making
- P&L Management
- Outsourcing
- Process Improvements
Timeline
Deputy General Manager-Telesale &Vendor Management
Bank Bazaar .com
12.2018 - Current
Operations Manager - Sales
Epicenter Technologies Private Limited
04.2018 - 11.2018
Operations Manager - Telesales & Customer Service
Concentrix Daksh Services India Private Limited
04.2012 - 01.2018
Senior Executive- Customer Service Delivery
Bharti Airtel Ltd
02.2007 - 01.2011
MBA - Marketing
Mahatma Gandhi University
BBA -
Guru Ghasidas University
High School Diploma -
Kendriya Vidyalaya Ballygunge
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