Rahul Kumar Ghosh

Quality never goes out of style

  • India
  • Member since 14 September 2021
  • No Reviews

5.00

(per hour)
  • 00 ongoing Projects
  • 00 Completed Projects
  • 00 Services in Queue
  • 00 Competed Services

Description


Experience

Head - Customer Experience & Training

  • Worker Naka
  • 3 December 2019 - continue

An innovation and start-up dealing in Engaging & Dignifying Labour at the BOP. Through accessible technology. Worker Naka is a big social impact project.It is an online platform for connecting construction contractors and workers. • Part of the team instrumental in designing Worker Naka Value Added Service Plan. • Designing and scheduling Skill certification and training for 3 Nakas. • Created Helpdesk and hired executives. • Built Contact Center dealing with enquiries across B2C and B2B segements. • Developed segmentations and Feedback tracking systems. • Comparative Analysis with competitors across different VAS. • All opportunities was further reanalyzed and improvised. • Briefing Contractors on program usage and getting their settings on their respective smartphones. • Part of the team that worked on the 5 year scaling up plan where the schedule is to mark its footprint across 500 cities. • Visited and met potential investors and clients with lot of positive affirmations.

Head - Operations

  • Future Group Shared Services
  • 19 February 2019 - 2 December 2019

• Contact Center Operations Head and Site Lead. • Earned revenue of Rs380 million through various OB campaigns which was a 26% improvement from the previous year. • Catering to different demography's and geographies simultaneously. • Improved both Call and Process quality with visible improvement. E.g. NPS moved at an average of 20% positive cumulatively. • Transitioned 5 New Business and furthermore provided complete assistance in moving traditional CRM platform to Salesforce. • Worked with a much diversified team varying from Industries spread from Retail/ Fashion/ Wallet Services to Logistics. • Service Desk Delivery Operations (L1, L2 & L3). • Planning Strategy and execution. • Site Leadership.& Vendor Management. • Developed innovative sales proposals to promote product quality and showcase market comparisons. • Maintained well-controlled business inventory with minimal losses by enforcing solid monitoring and management structures. • Mentored and motivated team members to achieve challenging business goals.

Regional Operations Head

  • Reliance Jio Infocom Ltd
  • 16 August 2016 - 31 January 2019

Regional Contact Centre Operations Head for West alongside being assigned the role of Center Head for the Ahmedabad location - Manage the following functions – Service Delivery, Transition , Work force Mgmt. for Inbound & Outbound , Automation on Selfcare & ISO developments for West Zone – Assisted Care. Was managing 2 distinguished Vendors with 3300+ headcount while transitioning a third site with 1k plus seats. • Assisted Care) Regional Contact Centre Operations Head for West alongside being assigned the role of Center Head for the Ahmedabad location - Manage the following functions – Service Delivery, Transition , Work force Mgmt. • For Inbound & Outbound , Automation on Selfcare & ISO developments for West Zone – Assisted Care. • Currently managing 2 distinguished Vendors with 3300+ headcount. • Contract Management and relationship building with Vendors. • Worked with Transition team to build 2 New sites for supporting business expansions. • Managing contact center, processes/SOPs and streamlining workflow. • Asses' customer needs and ensure customer satisfaction within the set times to enhance Customer experience. • Effective Partner Management and transition design and implementation methodologies. • Effective Interlock with CSD, NHQ in order to give value adds to enhance the overall business model.

Educational Details

Bachelor of Arts

  • Chaudhary Charan Singh University
  • 3 August 1998 - 19 June 2001

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