Rakesh Gupta

Experience

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  VIP Automobiles Pvt Ltd (Bajaj Dealer)

  Feb 1999 - Oct 1999

  Sales Administration Clerk

  • Document Preparation: Efficiently generated key sales documentation, including invoices, delivery challans, sale letters, and stock reports • Data Management: Undertook precise data entry tasks, ensuring the accuracy and timely update of essential sales records • Front Desk Sales: Managed counter sales, directly engaging with customers to facilitate purchases and address inquiries • Departmental Liaison: Acted as a key intermediary between the servicing department and accounts, ensuring seamless communication and operational efficiency Show less

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  Eureka Forbes Ltd

  Mar 2002 - Sept 2002

  Sales Officer (Air Purifier Dept.)

  • Team Management: Directed and mentored a team of executives, overseeing all sales functions and ensuring achievement of targets • Strategic Sales Planning: Conceived and implemented progressive sales strategies, ensuring alignment with market trends and company goals • Market Development: Spearheaded efforts to tap into new markets, consistently generating and executing orders and ensuring timely receivables • Customer Account Management: Administered key customer accounts, offering tailored sales services and fostering long-term, trust-based relationships • Sales Team Development: Conducted motivational sessions and training programs, enhancing team capabilities and driving sales excellence • Exhibition Management: Organized and oversaw product exhibitions, enhancing brand visibility and fostering direct customer engagement • Dealer Network Oversight: Managed and nurtured a robust dealer chain, ensuring consistent product distribution and sales growth Show less

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  Shoppers Stop

  Oct 2002 - Dec 2003

  Customer Care Associates, Team Member of First Citizen Desk & Customer Service Desk

  • Customer Service Excellence: Addressed and resolved customer complaints effectively, ensuring satisfaction and loyalty • Membership Enrolment: Actively enrolled customers in the First Citizen's membership, enhancing client engagement and loyalty • Training & Development: Led training sessions on the Loyalty Program and cashiering, ensuring staff proficiency and consistent service quality • Financial Center Management: Oversaw the Citibank Financial Center within the store, ensuring seamless operations and customer guidance • Asset Sales: Championed the sale of asset products, including co-branded credit cards from Citibank & Shopper’s Stop, achieving and often surpassing sales targets • Merchandise Oversight: Managed merchandise display and timely replenishments, ensuring an attractive and well-stocked sales floor • Inventory Control: Administered comprehensive stock management, including back stock, inventory checks, and cost control, optimizing store operations • Stock Management: Proactively monitored stock levels, making informed decisions to meet the ever-changing demands of stock control • Stock Movement: Managed stock category transitions, ensuring optimal product placement and availability • Sales Leadership: Drove sales momentum on the shop floor, consistently meeting both individual and store-wide sales targets • Safety & Security Compliance: Enforced strict adherence to safety and security protocols, minimizing pilferage, shrinkage, and ensuring a safe shopping environment Show less

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  Continental Motors (Hyundai Dealer)

  Jan 2004 - Mar 2005

  Team leader for the corporate sales

  • Team Management: Directed and mentored a dynamic team of executives, fostering a collaborative and results-driven environment • Sales Oversight: Spearheaded all facets of the sales cycle, from lead generation to closure, ensuring consistent achievement of targets and KPIs • Strategic Planning: Conceptualized and executed innovative sales strategies, tapping into new markets and optimizing revenue streams • Order Management: Efficiently managed order generation and execution, ensuring timely delivery and surpassing client expectations • Financial Responsibility: Oversee accounts receivables, ensuring prompt collection and maintaining optimal cash flow • Customer Account Maintenance: Administered key customer accounts, ensuring services aligned with client needs and contract stipulations • Relationship Building: Prioritized and nurtured client relationships, fostering trust, loyalty, and long-term business partnerships Show less

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  Tech Mahindra Business Services

  Mar 2005 - Aug 2014

  Customer Service Manager, UK – Care & Finance

  • Team Leadership: Managed and mentored a diverse team of Executives and Customer Service Agents, ensuring optimal performance and productivity • Escalation Management: Expertly handled escalated calls, resolving complex issues while ensuring customer satisfaction and trust • Operational Compliance: Vigilantly monitored and ensured strict adherence to shift timings, breaks, and login hours for the team • Process Enhancement: Formulated and proposed process improvement strategies, conducting "buddy jacking" sessions with agents to initiate corrective measures • Professional Development: Regularly coached advisors, identifying skill gaps and providing targeted feedback for continuous growth • Quality Assurance: Spearheaded the creation of detailed quality reports, emphasizing accuracy and adherence to company standards • Team Mentorship: Took an active role in nurturing team potential and upholding discipline on the floor, fostering a cohesive working environment • Session Management: Orchestrated both briefing and debriefing sessions, ensuring clarity of roles and responsibilities • Transaction Analysis: Reviewed and evaluated various process transactions, subsequently generating insightful reports to guide decision-making • Feedback Integration: Identified and communicated errors, implementing strategies to prevent their recurrence and ensure top-tier service quality • Operational Efficiency: Drove initiatives to enhance operational efficacy, minimizing errors and maximizing output • Training Oversight: Proactively identified team training needs, ensuring skills and knowledge remained up-to-date and relevant • Quality Initiatives: Led efforts in implementing quality improvements, consistently seeking innovative ways to elevate process standards Show less

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  Tata Consultancy Services

  Aug 2014 - Feb 2017

  Assistant Manager

  • Operational Leadership: Oversaw daily operations, ensuring effective and efficient delivery that meets and exceeds expectations • Client KPI Management: Collaborated closely with clients to identify key performance indicators (KPIs) and steered the team to consistently achieve results on set parameters• Client Relations: Managed client escalations promptly and facilitated regular client interactions to foster strong, trusting relationships • Resource Management: Spearheaded manpower planning, scheduled tasks effectively, and provided real-time solutions to operational challenges • Collaborative Forecasting: Collaborated intensively with clients and the workforce management team, ensuring operations aligned with forecasts and addressing any potential challenges • Performance Optimization: Led initiatives that focused on improving metrics such as seat utilization, revenue generation per agent, and overall seat efficiency • Process Enhancement: Identified process bottlenecks and devised strategic solutions, ensuring client satisfaction and streamlined operations • Professional Development: Prioritized competency development, offering regular training and resources to promote personal and team growth • Performance Reviews: Conducted periodic team reviews, deriving actionable insights to enhance performance metrics like service level, average handle time (AHT), cross-skilling abilities, and overall quality • Business Transition Management: Spearheaded the seamless transition of the New Projects, securing immediate client and effectively guiding the case management protocol to achieve subsequent client approvals. Show less

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  Tech Mahindra

  Aug 2017 - now

  Delivery Head

  • Strategic Leadership: Developed and implemented a 5-year strategic plan that resulted in a 30% increase in annual revenue and expanded operations into three new international markets• Operational Efficiency: Streamlined internal processes, reducing overhead costs by 20% while improving service delivery timelines by 15%• Team Development: Cultivated a high-performing team through targeted recruitment, comprehensive training, and regular performance evaluations, increasing team productivity by 25%• Financial Oversight: Managed an annual budget of over $50 million, consistently delivering projects under budget while maintaining quality standards• Stakeholder Engagement: Fostered relationships with key industry stakeholders, including governmental agencies, leading to two significant public-private partnership deals• Change Management: Led company-wide digital transformation initiative, which resulted in a 40% increase in operational efficiency and a 15% rise in customer satisfaction scores• Market Expansion: Identified and penetrated three new market segments, resulting in a 35% growth in the customer base and a 20% increase in sales• Risk Management: Established a comprehensive risk management strategy that mitigated potential losses by 50% during an industry downturn• Mergers and Acquisitions: Successfully negotiated and integrated two company acquisitions, which expanded service offerings and increased annual revenue by 20%• Brand Strategy: Revitalized the company brand through a targeted marketing campaign, increasing brand recognition by 30% in key markets• Talent Retention: Reduced employee turnover by 15% through the introduction of comprehensive employee engagement and professional development programs• Innovation: Fostered a culture of innovation, resulting in the recognition of the company as an industry leader and receiving three industry innovation awards Show less