ROHIT KUMAR ROHIRA
Plot No. 202 – A, New Colony
Gurgaon – HARYANA - INDIA
rohirarohit39@yahoo.com
+91-9953471234
+91-9717702462
Dynamic, self-motivated executive with excellent track record in managing customer care and
service operations, for domestic & international markets; developing and monitoring productivity
goals & departmental budgets; building and leading cross-functional teams. Additional
competencies include in-depth knowledge of Hospitality Industry, and International Sales.
HIGHLIGHTS
Awarded with “World Class Customer Service” consistently for 2 quarters (2013)
Highest and consistent NPS across the floor (2012/13)
Headed the training for IBM Second level technical support team for home based customers
Introduction of Complete Data Management through O Portal, to ensure a robust leakage free
system (2010)
New Incentive procedures that reduced late procurements from 90 to 45 days (2010)
Project TELESALES implemented with Six Sigma Certification (2010)
Successful completion of the project “Right First Time” for prompt and on-dot resolution (2009)
Standardization of the AES across all back office campaigns, and implementation (2009)
Vast acceptability of new Reward & Recognition program for Supervisors& Team Leads (2008)
Recognition rewards for achieving lowest Cash value and Pending orders ever (2008-09)
PROFESSIONAL EXPERIENCE
Since Nov’11: Operations Lead [IBM Global Process Services] Gurgaon, India.
Intuit QuickBooks / Quicken Technical support for niche clients across USA, UK, Canada, and Singapore.
Renewal Technical support plans & Up selling latest Software version.
Assisting Team Managers create various MIS – Internal & External.
Developing Training techniques to increase Net Promoter Score across LOB.
Core member of the Beta Testing team for Mobile Apps in Quicken 2014.
Feb’ 10 - June’11: Asst. Manager International Sales [Matrix Cellular International Ltd.] Allahabad, India
Managing a 75 mln. INR business line (VOICE & DATA COMMUNICATION) with a team of 35 Executives and 2
Team Leaders.
Achieving Sales targets & handling escalations.
200% departmental growth, leading to the V&D Emerging Company of the Year Award in 2010.
In charge of Quality and Productivity (AES) parameters.
Monitoring Agent Productivity trends and budgets.
Training and mentoring incumbents, conducting refresher sessions on plans and products.
Jun’ 08 - May’ 09: Team Leader [HCL – BPO Division] Sales Query Queue (British Telecom) Noida, India
Managing a 4.5mln.INR business line with a team of 25 members.
Scheduling and maintaining Quality, Productivity & Efficiency parameters, reporting to Client as well as
Management on a daily basis.
Preparing & driving Campaigns including Scheduling, Monthly AES review, and Process reports.
Coaching & Mentoring the team, towards achieving & sustaining targets.
Keeping attrition rates low and accordingly provide RAG analysis to HR.
Providing refresher trainings to the team to keep them abreast, and updating the process.
Jun’ 07 - May’ 08: Fast Tracker [HCL – BPO Division] Collections Campaign.
Grooming program towards a Team Leader position
May’ 03 -May’ 07: Senior Customer Care Executive [HCL – BPO Division] Noida, India
Handling various functions related to servicing the British Telecom business worth 7.5mln. INR
B.T Campaign Trainer, B.T Open World (Retention)
B.T Business Billings (Telecom Billings); B.T Price check (Reconciliation)
B.T Timescale Charging (Inbound Sales); B.T Retailer Broadband (B.T Stuart)
Pearson VUE (Customer Services)
Oct’ 02 -Apr’ 03: Customer Care Executive [I-Gates, formerly IT&T] Noida, India
1999-2002: Engaged in the Hospitality Industry, in 5-star properties around India
CURRICULUM VITAE
Year
Institution
Program
Post-Graduation –
Hotel Management
Diploma in PC
Applications
Specialization
Food & Beverage Services,
Catering Technology
1999
M.A.I.S.M, Jaipur
1999
UPTRON-ACL
1997
University of Allahabad
B.Com
Accounts, Economics,
Business Organization
1994
Boys High School,
Allahabad
ISC
Commerce
Basic Computer Applications
DISSERTATION
6 months Industrial Release Training Program and Internship at The Oberoi Hotels - Mumbai, India
CURRENT REMUNERATION – Gross 4.5 Lacs INR