Rohit Raj
Hyderabad
Summary
Achievement-driven professional with 6.5+ years of experience in Global Support Operations in Service Environment, Customer Service/Support Roles. Experienced in Team Management role in International/ Domestic Voice (Phone) & Non-voice (Email and Live Chat) Customer Service and Support Operations and Data Analysis, targeting managerial level assignments with a leading organization of repute in Customer Obsession. Managed & ensured focus on KPIs like NPS, FCR, CSAT, AHT, Productivity, Quality Score, Abandon Rate, Attrition, Shrinkage and Hiring to meet the organization and client requirements.
Overview
9
9
years of professional experience
Work History
Operations Supervisor – Community
Airbnb Global Capability Centre Pvt Ltd
09.2022 - 03.2024
- Manage, coach and inspire team of 15-20 support ambassadors to help and solve queries related to pre booking, ongoing and post booking reservations issues on Airbnb platform through voice and non-voice channels
- Identify strengths and opportunities for ambassadors in team and facilitate career development regularly through coaching and 1:1 meeting
- Lead and/or participate in projects outside of scope of department
- Collaboration with cross functional teams like Quality, Training, Talent Partner, Compliance to ensure comprehensive support is provided to ambassadors
- Identify and implement process improvements, supporting key goals and objectives
- Projects:
- Participated as pilot team supervisor to test and improve new CRM tool for Airbnb and its partner sites
- Worked on improving Guest NPS to 60.
Associate Manager- Service Delivery
Sutherland Global Services
06.2021 - 09.2022
- Solely responsible to handle hospitality support team of Emaar Hospitality and Hilton’s business in India
- Emaar Hospitality: Managed and developed a team of 30 – 40 Customer Service Representatives who provided complex customer support to customers having post and pre reservation queries and issues through voice and non-voice channel
- Hilton Hotels: Hired and managed a team of 15 support representatives to handle pre and post reservations queries and issues
- Also managed corporate bookings for all Hilton hotels around India
- Collaborated and consulted with hotel management, hotel managers, relationship managers to ensure customer satisfaction is maintained
- Improvement Projects:
- Supervised Customer Escalation Reduction project for all Hotels under Emaar Hospitality Group with regards to Hotel Reservations
- Handled project to increase number of guest enrolment into Hotel’s Loyalty Program for Hilton properties in India
Team Manager- Customer Service
Amazon Development Centre India Limited
05.2018 - 12.2020
- Lead, developed, and motivated a team of 25-30 Customer Service Representatives & Senior Customer Service Representatives to handle customer issues related to orders placed on Amazon
- Managed international (US, CA, UK) and domestic voice and non-voice processes through chat, email and phone medium
- Drove process and quality improvement culture through 'Kaizen' and Lean projects, quality improvement methodologies
- Collaboration with cross functional teams like Quality, Training, Talent Partner, Compliance to ensure comprehensive support is provided to associates
- Improvement Projects:
- Led Transfer Rate Reduction project for North American and India operations unit for location site
- Followed Zero Follow-Up Policy Project for Chat live medium support and Follow-Up Rate Reduction Project for location site
Analyst
Minvesta Infotech Limited
06.2015 - 06.2016
- Provided maintenance and support Google Maps and mapping systems
- Assisted in quality assurance o checks on Google Maps and recommended updates or new techniques when applicable
Education
M.B.A - Marketing/ Operations
GITAM Institute of Management
Hyderabad, TG04.2018
B.Tech - Electronics and Communication
Malla Reddy Engineering College
Hyderabad, TG04.2014
Skills
- Operations Management
- Process Improvement
- Performance Management
- SLA Management
- Service Delivery
- Supervisor Escalation
- Quality and Compliance Management
- MS Excel and Google Workplace
- CRM Tools: Oracle Database, Salesforce, Tableau, Basic SQL
Accomplishments
- Lean Six Sigma Green Belt Certification, Henry Harvin Education, Sep’21
- Business English Certificate- Higher, Cambridge Assessment English, Mar’18
- Customer Service Professional Certificate, Zendesk, Aug’23
Personal Details
- DOB: 6th October 1992
- Male
- Languages Known: English, Hindi, Telugu and Bengali
Timeline
Operations Supervisor – Community
Airbnb Global Capability Centre Pvt Ltd
09.2022 - 03.2024
Associate Manager- Service Delivery
Sutherland Global Services
06.2021 - 09.2022
Team Manager- Customer Service
Amazon Development Centre India Limited
05.2018 - 12.2020
Analyst
Minvesta Infotech Limited
06.2015 - 06.2016
M.B.A - Marketing/ Operations
GITAM Institute of Management
B.Tech - Electronics and Communication
Malla Reddy Engineering College
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