Rohan Patel

• Creating reports that are functional and easy to use for non-excel colleagues
• Derive data from multiple sources and consolidate the information in a user friendly manner and perform desired analysis
• Ensure the availability and accuracy of the data for generating the MIS reports and generate the MIS Reports (Sales, Stock, Movement of goods, Sales Margins, Inventory and Promotions).
• Suggest conclusions, highlight problem areas and recommendations when submitting Weekly Sales reports on carious levels
• Develop new reports as required by the senior management or other teams and use expertise to make them better than the original request
• Conduct maintenance of the data Base as a Data base Administrator to ensure accuracy.
• Closely with other teams such as the IT Team, Merchandising and Concept Merchandising Team ensure all requirements are met.

-Lead a group of Business Development executives
-Achieve financial targets and ensure profitability of the department
-Manage the sourcing and procurement of products
-Vendor Management for customised production
-Maintain accounts of sales
-Maintain records of transactions
-Client Relations
-Identifying potential clients
-Professional Networking to generate leads

-Train and lead a group of trainers to ensure they deliver as per company standards
-Maintain learner personal information for constant communication
-Act as a key contact for Maharastra, AP, MP, UP and Bihar regions
-Deliver complex training sessions which is industry specific
-Develop training content
-Manage Placements for learners
-Ensure training programs are conducted within restricted budget
-Conduct timely assessments for learners
-Analyse assessment results to facilitate placements
-Strive to achieve 100% placement post training
-Counsel learners with regards to career planning, domestic issues and change management
-Study new training locations and provide a demographic analysis
-Assist the mobilisation teams to ensure aspiration management
-Act as a point of contact for trainers to address professional concerns

Assistant Manager Resourcing
-Produce MI reports for the operations team
-Manage People issues like daily callins and sickness
-Works and liaises with the operations team(s) and business partners to achieve departmental and process / CoE goals
-Provides valuable recommendation to challenges and opportunities identified
-Effectively and efficiently cascades critical information to business partners and operational partners when needed
-Utilizes analytical skills to ensure that workforce reporting aides decision making and action planning
-Prepares and facilitates periodic (monthly / quarterly) process PLA reviews relating to workforce management
-Planning, forecasting, real time monitoring, trending and analysis activities are carried out
-Report any infractions or irregularities to the appropriate process manager / owner / AVP
-Ensures real time downtimes and system problems reported and escalated using the proper communication lines and channels
-Deploying accurate schedules for the associates
-Ensures standard and consistent reporting approach for PLA / Operational Metrics reporting in the GSC
-Manages attendance, working hours and schedule adherence in relation to PLA and GSC requirements
-Actively participates in system demonstrations concerning WFM / EWFM / Workforce Management Solutions
-Schedule Training Programs and Development Programs to increase efficiency
-Identify ways of improving service/adding value/ reducing costs in line with strategic aims
-Manages time and resources efficiently by proper planning of tasks and responsibilities
-Ensures Operation staffing ratios are within GSC standard, PLA requirements, industry standard

Assistant Manager Customer Experience Analytics
-Produce detailed analysis about customer experience
­-Highlight areas of development for the process to improve customer satisfaction
­-Site co-ordinator for service quality and errors for HDPI
­-Identify training and coaching requirements
­-Ratify and analyze weekly weekly customer surveys.

Team Manager Operations
-Lead, Motivate and coach people
­-Ensure the team meets the sales target month on month basis.
­-Keep updated with all new products and conduct sessions to ensure that all front end staff is aware of the same and offer the product to the customer.
­-Provide clear leadership to ensure that team and individual performance against objectives are met.
­-Undertake call quality monitoring to ensure that best in class customer service
­-Ensuring that escalations and complaints are handled in a appropriate manner
­-Lead by example in delivering excellent customer service through sharing of best practices and ideas
­-Develop staff to achieve their full potential
­-Manage work for quality and ensure compliance with audit requirements
­-Usage of MI for business monitoring and improvement
­-Ensure effective Capacity Planning and Resource Utilisation
­-Decision making based judgement and process knowledge
­-Conduct monthly, Half Yearly and Yearly performance reviews
­-Train and Coach Agents on effective sales techniques and ensure they meet required sales targets.
­-To possess good knowledge of the process thus accomplishing departmental objectives
­-To ensure that all internal audit and compliance requirements are met
­-Create co-operation, enthusiasm and motivation among the process teams

- Telephone sales
- Coaching and Mentoring