Rahul Sabharwal

Experience

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  Hutchinson Essar

  Dec 2004 - Sept 2006

  Call Center Specialist

  𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝐲-✔ Handled Inbound Customer Interactions: Efficiently managed inbound calls, addressing customer inquiries and resolving issues with a focus on delivering high-quality service. Demonstrated expertise in troubleshooting, providing accurate information, and ensuring a positive customer experience.

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  Vodafone

  Sept 2006 - Mar 2008

  Call Center Team Leader and Training Efficacies - Hutchinson Essar

  𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 –✔ Designed and Executed Comprehensive Training Programs: Created and implemented a detailed 6-month customer service program for new representatives, including practical application-based training on products and software. Delivered classroom training on Customer Service Excellence, Customer Focus, Call Auditing, and QA enhancement to over 300 associates within three months, significantly improving call center performance and customer service.✔ Oversaw Operational Efficiency and Staffing: Managed the maintenance of hourly reports for the call center through regular evaluation of Avaya systems, ensuring seamless operations. Adequately staffed the center based on projected business volume, resolved queries and issues for customer care executives, and addressed VIP customer feedback to enhance satisfaction and service quality. Show less

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  Vodafone Idea Limited

  Mar 2008 - Nov 2018

  Asssitant Manager-Back Office Operations

  𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 –✔ Developed and Refined Training Curriculum: Managed the creation and continuous improvement of training modules to ensure alignment with evolving business needs, providing agents with up-to-date and effective learning materials.✔ Conducted Comprehensive Agent Training: Played a crucial role in training agents on digital learning, product knowledge, CRM systems, soft skills, and voice modulation, enhancing their ability to handle various customer interactions effectively.✔ Resolved Subscriber Complaints Efficiently: Ensured the effective resolution of written complaints, requests, and inquiries from Vodafone Care, Nodal, and Appellate within a target turnaround time (TAT) of 95%, consistently meeting service guarantee targets.✔ Enhanced Client Satisfaction: Managed escalated calls from the Nodal Helpdesk, social media platforms (Facebook and Twitter), Fast-track India, and the Call Centre Team, contributing to improved client satisfaction and resolution of complex issues.✔ Maintained SIM Stock Inventory: Oversaw the inventory of SIM stock across Vodafone Circles and guided team members to ensure compliance with TRAI parameters related to customer service in the UP (East) region.✔ Monitored Performance Metrics: Directed efforts to monitor and improve key performance indicators such as TNPS (Touch Net Promoter Score) and FTF (First Time Fix) Scores for both prepaid and postpaid services within the contact center.✔ Managed Process Improvement Initiatives: Led efforts to address open service requests and written communication (WCOM), driving business growth and overcoming challenges through innovative sales and development initiatives. Show less

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  Club Mahindra Holida s Resorts India Limited

  Dec 2018 - Apr 2019

  Senior Executive – Collection & Credit Management

  𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 –✔ Led the Collection Team: Directed and mentored the team to achieve collection targets, cultivating a culture of excellence and accountability to ensure efficient and effective operations.✔ Developed and Managed Programs: Designed and executed Collections and Credit Programs, applying strategic initiatives to optimize the collection process and improve cash flow by reducing delinquencies.✔ Monitored Policies and Procedures: Oversaw the implementation of departmental policies and procedures, ensuring adherence to internal guidelines and external regulations to maintain ethical and responsible practices.✔ Ensured Regulatory Compliance: Stayed informed on current collection regulations, communicated updates to the team, and maintained a comprehensive understanding of legal and industry requirements to facilitate compliant activities.✔ Facilitated Team Collaboration: Conducted regular meetings to foster teamwork, share best practices, and discuss effective debt recovery methods, leveraging collective expertise to enhance collection efforts.✔ Managed Credit Risk and Recovery: Supervised credit risk assessments and monitored outstanding collections, developed and implemented recovery strategies, and collaborated with internal stakeholders to streamline processes and improve efficiency. Show less

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  Encardio Rite Geosystems LLC

  May 2019 - now

  Manager - Finance & Admin

  𝑲𝒆𝒚 𝑹𝒆𝒔𝒑𝒐𝒏𝒔𝒊𝒃𝒊𝒍𝒊𝒕𝒊𝒆𝒔 –✔ Financial Reporting and Bookkeeping: Preparing and delivering accurate financial statements, reports, and summaries for management review and strategic decision-making. Maintaining and updating financial records, including ledger entries, reconciliations, and journal entries, using SAP and Tally for effective bookkeeping.✔ Account Reconciliation and Financial Analysis: Conducting regular reconciliations of bank statements, accounts payable, and accounts receivable to ensure accuracy and resolve discrepancies. Performing in-depth financial analysis to identify trends, variances, and potential areas for cost savings or improvement.✔ Budgeting, Forecasting, and Expense Management: Assisting in the development of budgets and financial forecasts, monitoring expenditures, and analyzing variances to ensure alignment with financial goals. Tracking and managing company expenses, processing invoices, payments, and expense reimbursements efficiently.✔ Tax Compliance and Internal Controls: Preparing and filing VAT returns in compliance with UAE regulations and assisting with tax audits and inquiries. Developing, implementing, and maintaining internal controls to safeguard company assets and ensure accurate financial reporting.✔ Audit Support and Regulatory Compliance: Providing necessary documentation and explanations for internal and external audits to support thorough and accurate assessments. Ensuring compliance with accounting standards, laws, and regulations, staying updated on changes in accounting principles and practices.✔ PRO Responsibilities: Acting as the primary liaison with government departments for immigration, labor, and municipal matters, ensuring compliance with UAE regulations. Managing visa and work permit processing, company registrations, and document attestation, ensuring adherence to local laws. Show less