Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Veer Singh Rathore

Veer Singh Rathore

Summary

Result-oriented vendor management professional with a proven track record of optimizing vendor relationships, reducing costs, and improving operational efficiency. Seeking a challenging role to enhance the customer experiencing by leverage my expertise in vendor selection, negotiation, and performance monitoring to drive cost savings and enhance the quality of services for a progressive organization.

Overview

11
11
years of professional experience

Work History

Global Vendor Specialist

Uber
09.2022 - Current
  • Oversee diverse global markets and track vendor performance metrics, while coordinating cross-functional projects and executing performance improvement initiatives.
  • Collaborate with internal Uber program stakeholders and executive-level contact center providers to report critical insights and drive business enhancements.
  • Lead region-wide customer experience and process improvement initiatives, reviewing business performance with Uber and vendor leadership to optimize market performance.
  • Manage internal and external stakeholders, ensuring proactive communication of business insights and driving cost efficiencies through data analysis and strategic initiatives.

Deputy Manager

Concentrix
11.2012 - 09.2022
  • Spearheaded inbound technical operations and management processes for Avalon Level 2 EMEA Account at Concentrix.
  • Managed key KPIs including service level, customer satisfaction, service request TAT, productivity, shrinkage, attrition, and escalation.
  • Analyzed client forecasts to manage interval staff requirements, ensuring alignment with site P/L goals.
  • Collaborated with WFM, MIS, RTA, and IT segments to optimize queue management, reduce abandon rates, and address IT issues, fostering a culture of continuous learning and process improvement.

Education

Bachelor of Science - Computer Science

Bhavan's Vivekananda Degree College
Osmania University
2008

High School Diploma -

Intermediate- CBSE
Army School
2005

Skills

  • Performance Management
  • Relationship Building
  • Cost Optimization
  • Quality Assurance
  • Risk Management
  • Compliance and Regulatory Knowledge
  • Data Analysis and Reporting
  • Process Improvement
  • Cross-Functional Collaboration
  • Problem-Solving
  • Change Management
  • Cost Reduction
  • Relationship Management
  • Business Planning

Accomplishments

  • Sep' 2023: Enhanced agent efficiencies by 20-30%, resulting in a 20% improvement in SLA performance and significant cost savings.
  • Nov' 2020: Led transition project moving 200+ advisors from office to WFH model. Defined prerequisites, provided necessary equipment, and implemented processes to prevent productivity loss.
  • Aug' 2018: Managed quality process and function review for Site certification. Led 2 Yellow Belt projects and 1 Green Belt project. Oversaw CSS monitoring and coaching, staff feedback, corrective action, process control, and client satisfaction.

Languages

English
Advanced (C1)
Hindi
Advanced (C1)

Timeline

Global Vendor Specialist

Uber
09.2022 - Current

Deputy Manager

Concentrix
11.2012 - 09.2022

Bachelor of Science - Computer Science

Bhavan's Vivekananda Degree College

High School Diploma -

Intermediate- CBSE

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Veer Singh Rathore