Rupesh Kumar

Experience

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  Vishal Mega Mart (Airplaza Retail Holdings Private Limited)

  Jun 2017 - Nov 2017

  Billing Assistant

  -Successfully served as a Billing Assistant and Store Keeper at Vishal Mega Mart, effectively managing billing operations and inventory control.-Accurately processed customer transactions, ensuring timely and error-free billing for purchases made at the store.-Maintained meticulous records of sales, invoices, and receipts, ensuring accuracy and transparency in financial transactions.-Efficiently managed inventory by monitoring stock levels, conducting regular audits, and coordinating with suppliers to ensure availability of products. Show less

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  Teleperformance

  May 2018 - Aug 2018

  Customer Care Executive

  -Worked as a Customer Care Executive (CCE) for the Uber Eats process at Teleperformance, demonstrating exceptional customer service skills and a deep understanding of the platform.-Handled a high volume of customer inquiries, issues, and complaints, providing prompt and effective resolutions to ensure customer satisfaction.-Utilized strong communication and problem-solving skills to address customer concerns related to orders, deliveries, refunds, and account management.

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  PW (PhysicsWallah)

  Oct 2021 - now

  -Successfully built and led a high-performing team of 100+ members as an Inbound Manager, fostering a collaborative and results-driven work environment.-Oversaw and managed three associate managers, providing guidance, support, and mentorship to ensure their professional growth and development.-Implemented effective strategies and initiatives that resulted in a remarkable 1000% growth of the team, demonstrating exceptional leadership and managerial skills.-Drove impressive revenue generation, achieving a consistent monthly revenue of 100 million INR, showcasing the ability to optimize operational efficiency and maximize profitability.-Demonstrated proficiency in both operational management and team leadership, efficiently managing the day-to-day operations of the inbound team while also providing strategic direction and guidance.-Fostered a culture of continuous improvement, implementing innovative approaches, and best practices to enhance team performance, productivity, and customer satisfaction.-Developed and implemented key performance indicators (KPIs) to track and monitor team performance, ensuring adherence to targets and driving continuous growth. Show less -Spearheaded the training program for UPSC and SSC exams, taking charge of the complete training process for both disciplines.-Successfully trained over 20 batches of counselors, comprising 15-20 members each, imparting comprehensive knowledge and skills required for effective counseling.-Mentored and trained more than 400 members of the counseling team at Physics Wallah, equipping them with the expertise to guide and support UPSC and SSC aspirants.-Developed and delivered specialized training modules covering various aspects of counseling, including exam preparation strategies, career guidance, and addressing student queries.-Implemented innovative training methodologies to enhance the counseling team's performance and ensure they were well-equipped to assist students effectively. Show less -Served as a dedicated Quality Analyst for the counseling team, ensuring that high-quality standards were maintained throughout the team's interactions with clients.-Played a pivotal role in achieving and maintaining a 100% quality score for the counseling team, highlighting exceptional attention to detail and commitment to excellence.-Conducted regular call calibration sessions to align the team's performance and maintain consistency in providing accurate and effective counseling services.-Provided valuable feedback and coaching sessions to individual team members, offering guidance on areas of improvement and recognizing strengths to enhance overall performance.-Developed and implemented a mock certification program for the counseling team, creating a structured assessment process to enhance their skills and proficiency. Show less

  • Inbound Manager

    Dec 2022 - now

  • UPSC||SSC Trainer

    Sept 2022 - Nov 2022

  • Quality Assurance Analyst

    Jun 2022 - Aug 2022

  • Business Development Associate

    Oct 2021 - May 2022