Taekwon-do and Cross-fit, Listening Music- Sufi songs, Reading History books
Vikas Rawat
Senior Manager - Operations
Ghaziabad,UP
Summary
Results-driven Operations Manager with over six years of experience in developing and executing operational strategies that enhance efficiency and productivity. Proven ability to oversee large-scale projects while fostering a customer-centric approach to enhance loyalty among diverse clientele. Skilled in leading high-performing teams and implementing impactful process improvements that contribute to organizational success. Committed to leveraging creativity and analytical skills to solve complex challenges and optimize operational performance.
Overview
7
7
years of professional experience
2
2
Languages
Work History
Senior Operations Manager
BeGig
09.2022 - Current
- Built and streamlined end-to-end operational processes that strengthened day-to-day efficiency, improved workflow metrics by nearly 50%, and created a culture of accountability, and smarter execution across teams.
- Managed end-to-end project operations, from onboarding resources and capturing client requirements, to contract finalization, project execution, payment closure, and post-delivery feedback from both clients and internal teams, ensuring a smooth and complete project lifecycle.
- Contributed directly to revenue growth, helping the company achieve around a 75% increase in Annual Recurring Revenue (ARR) year-over-year, and maintained consistent Monthly Recurring Revenue (MRR) growth through meaningful client partnerships and the retention of key accounts like Tech Mahindra.
- Achieved 100% of annual revenue goals every financial year by designing client success strategies that focused on proactive engagement, transparent communication, and long-term value delivery.
- Managed the complete contract lifecycle for both vendors and clients, from drafting and reviews to negotiation and final sign-off, ensuring every agreement was compliant, precise, and in sync with business objectives.
- Oversaw Accounts Receivable and Accounts Payable functions end-to-end, ensuring timely invoicing, smooth cash flow management, and prompt closure of outstanding items through close coordination with clients and finance teams.
- Led financial reconciliation and compliance processes, including TDS, GST, PT, EPFO, and MSME, while preparing MIS reports that supported leadership with clear, data-driven insights. Ensured every filing and statutory submission was completed accurately and well before due dates.
- Set up and managed end-to-end banking operations, from payment uploads and approval workflows to transaction authorization, following a maker–checker process. Reported directly to the Director, maintaining strong oversight and governance.
- Acted as the primary point of contact for audits, ensuring all data, documents, and clarifications were submitted on time, leading to smooth and timely audit closures.
- Stepped in as an interim HR lead when required, managing onboarding, payroll, and statutory compliance (including EPFO and tax filings) with a people-first approach.
Senior Customer Success Specialist
Fitso by Cultfit
09.2021 - 09.2022
- Handled customer feedback tickets daily and ensured quick, effective resolutions by closely collaborating with cross-functional teams such as Operations, Business Development, and Coaching.
- Drove customer retention and reactivation efforts by engaging directly with users, understanding their pain points, and offering timely, personalized solutions.
- Delivered consistent, high-quality customer interactions - both over calls and in person - maintaining empathy, professionalism, and a customer-first approach.
- Met and exceeded all key customer service metrics, including service levels, handle time, and productivity, while maintaining an exceptional CSAT score of 6.5/7 in the last quarter.
Key Accounts Management
Shiprocket
07.2020 - 07.2021
- Managing the seller relationship by championing the seller's needs at Shiprocket
- Build strong communication channels at all levels of the seller's organization, set proper expectations, provide clear status communications, and manage towards a growth plan
- Accountable for delivering revenue and volume targets for key account channels by focusing on sales drivers (Freight pricing, SAAS plans and Cashbacks offers)
- Suggestions on a business part which can directly impact the revenue of the client as well as the company
- Identify through data the potential churn/growth opportunities to maximize revenue and margin
- Complete focus on renewals and retention of inactive seller's accounts
- Collaborate and work with internal teams for escalations or critical issues and extend support to retain the customer business
- Conduct weekly performance calls with customers to discuss on issues and need to provide to resolution of operational related queries
- Managed a portfolio of 150 to 160 SMBs accounts, that gives 50,000 to 60,000 shipments a month and generates 6 to 10 Lacs in revenue
- End-to-end program management for multiple clients
- Shiprocket offers an automated shipping solution anywhere in India and abroad using the best courier company and at discounted rates
Senior Customer Support Specialist
Ziffyhomes Pvt Ltd
10.2019 - 07.2020
- Worked as an Onboarding specialist and assisted to complete the move-in formalities to new tenant and also assisted with the customer's queries
- Handled customer's daily queries or escalations through Zoho Tickets and Inbound/Outbound calls
- Managed over 40-50 calls per day of customers, executives and vendors
- Managed data of revenue collection and worked in collection team as well
- Worked as Reliever of Cluster manager's and handled task management and vendor alignments
- Planned, scheduled and supervised work for handyman, executive and cleaners for daily move-in's
- Managed Rental Agreement signing for all on-boarded and fresh move-in's
- Managed community building events for on-boarded tenants and office employees.
Senior Operations Executive
Aegis Customer Support Pvt Ltd
12.2018 - 10.2019
- Worked in Escalation, Shifting and fulfillment Team of OYO International Customer Service
- Experienced with good customer support training and well aware with use of scripts of Different LOB's
- Handled Check-In Deny & Escalation scenarios for US LOB.Managed over 60-70 calls per day
- Experienced with Inbound/Outbound and email process
- Calling experience of countries like U.A.EDubai, U.K and U.S
- Assisted customers through Freshdesk tool for Escalations tickets and calls as customer support executive
- Met all customer call guidelines including service levels, handle time and productivity.
Education
Bachelor of Arts - History
Indra Gandhi National Open University
New Delhi, India10.2025
High School Diploma - undefined
Kendriya Vidyalaya Masjid Moth
Sadiq Nagar03.2015
MBA - Business Analytics
IInstitute of Management Technology, Ghaziabad - CDL
Ghaziabad, India 04.2001 -
Skills
Customer retention
Interests
Additional Information
- Rockstar Rookie Award – Shiprocket: Recognized for exceptional performance and rapid impact during the initial phase of tenure.
- Employee of the Month – BeGig: Honored for outstanding contribution and excellence during the company’s annual outing edition.
- Hustler Award – BeGig: Awarded for consistent high performance, ownership, and exceptional results in driving key business outcomes.
Timeline
Senior Operations Manager
BeGig
09.2022 - Current
Senior Customer Success Specialist
Fitso by Cultfit
09.2021 - 09.2022
Key Accounts Management
Shiprocket
07.2020 - 07.2021
Senior Customer Support Specialist
Ziffyhomes Pvt Ltd
10.2019 - 07.2020
Senior Operations Executive
Aegis Customer Support Pvt Ltd
12.2018 - 10.2019
MBA - Business Analytics
IInstitute of Management Technology, Ghaziabad - CDL
04.2001 -
High School Diploma - undefined
Kendriya Vidyalaya Masjid Moth
Bachelor of Arts - History
Indra Gandhi National Open University