Christopher Rodrigues

• Planned, designed, and scheduled phases for large projects.
• Developed and initiated projects, managed costs, and monitored performance.
• Developed and implemented strategic project plans to meet business objectives.
• Coordinated with cross-functional teams to resolve project issues and mitigate risks.
• Negotiated and managed third-party contracts related to project deliverables.
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Improved marketing to attract new customers and promote business.
• Developed and implemented business strategies to achieve business goals and stay competitive.
• Planned and budgeted accurately to provide business with resources needed to operate smoothly.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Conducted quality control reviews on complaint data and addressed results with colleagues to influence positive change.
• Liaised with finance, marketing, and management teams to develop solutions and accomplish shared objectives.

Achievements

• Successfully reduced the complaint handling Turnaround Time (TAT) from 8 days to 5 days, demonstrating exceptional efficiency and process improvement skills.
• Revamped the internal CRM system, reducing average call handling time from 300 seconds to 180 seconds, significantly enhancing operational efficiency and customer service quality.
• Achieved cost savings of nearly 75 lakhs INR annually by transitioning from PRI to SIP-based calling, demonstrating effective cost management and modernization of telephony infrastructure.
• Pioneered the implementation of a real-time QR code feedback mechanism in the retail store, empowering shoppers to provide immediate feedback on any concerns or inquiries, eliminating the need for traditional contact center calls or email communication. This innovation significantly enhanced customer engagement and streamlined the feedback process.

• Oversee online sales business with three vendor locations with over 200 employees and annual revenue exceeds 10 million INR
• Regularly reviewed competitive websites in terms of product range, marketing initiatives including functionality and customer offerings
• Forecast monthly/Quarterly sales targets along with Incentive schemes and executing them within the time frame
• Scoping of business with proper expansion planning and execution
• Ensure customer satisfaction at all service levels (Pre-tour, On Tour and Post-tour)
• Implement quality control parameters to ensure smooth functioning of set processes
• Handled escalated customer issues by working towards a win-win solution for both the company and the customer
• Administered customer surveys to measure satisfaction with services and better understand desires and expectations.

Achievements

• Designed an innovative sales strategy for 2019 increasing sales by 25% over 10% budgeted
• Acknowledged for exceeding targets for 2019 and awarded fully paid FAM trip in 2020
• Maintained customer satisfaction @ 97% for 2019 and 98% for Q1 2020
• Increased website conversion rate from 1% to 3.9% in 2019 by closely working with marketing team over lead quality issue.

• Spearhead teams across the globe by building enthusiasm, taking feedback, conduct market research and implementing solutions that ensure we exceed our goals
• Actively monitor key performance metrics of sales team, identify challenges and build solutions utilizing proven problem-solving techniques
• Outsourced call centre business, introduced Toll Free number and created an OMNI Channel for customers to book through any source (Retail or Online or Website)
• Reduced customer complaints by 15% vs Past year (2016) through use of prioritization matrix, which yielded strategies leading to significant improvements
• Contracted with DMC’s / partners / tourism boards to provide on ground customer support wherever necessary
• This delighted customer experience and thus resulted in better CSAT
• Designed and utilised technology (CRM) to remotely monitor and ensure no process lapses
• Stocked, replenished and organised inventory with accuracy and efficiency
• Monitor and manage timely payment collections, voucher issuance and ensure hassle-free post- sales services
• Implemented on tour service check, to delight customer experience
• Prepare scoping document to expand business considering local laws and taxation of the country
• Co-ordinating with local vendors/partners to negotiate on the business model and begin operations
• Liaising and contracting with hotel/tourism boards/suppliers / DMC's to provide services on a commissionable basis
• Directed operations and long term strategic planning with full P&L responsibility
• Created innovated marketing plans designed to spur growth in new vertical markets
• Business expansion to global markets along with introducing of new Tourism Boards business to the company
• Conduct timely internal audits to ensure process functioning as per SOP designed
• Coached my direct reports, including weekly/fortnightly one on ones, developing their leadership and presentation skills preparing them for job opportunities within the organisation
• Co-ordination with IT/Admin/Vendors/Dialler support/Service providers as part of new project management
• Co-ordination with legal/taxation/finance to vet and get required documents signed before implementation
• Implementing CSAT survey for booked customers and maintain customer VOC for process implementation

Achievements

• Designed an innovative sales strategy from 2015 – 2018 that grew business from 3lacs GBP toacs GBP profit overlooking a 200% growth over business YOY
• Acknowledged for exceeding targets for 2015 and awarded fully paid FAM trip to London in 2016
• Recognised for process improvement and sales strategy forecasting administering local market conditions.

• Responsible for managing team of 8 team leaders and 120 staff
• Successfully achieved all SLA requirements and increased profitability from 15% EBIT to 25% by implementing strict cost reductions
• Planning and supervising changes and managing daily operations (Service Levels, Quality Control
• Training and Development) of contact centre
• Ensuring adequate call centre coverage to achieve service level targets
• Forecast and plan staff roster basis call volume trend and assumptions
• Enforce proper use of standard operating policies, procedures and protocols
• Timely modify processes based on client requirement
• Managing recruitment campaigns by planning passable strength during peak and off-peak season
• Identify performance trends and respond accordingly in order to meet/exceed business objectives
• Active member in designing CRM by adding inputs, deploy changes with IT vendor and successful testing with closed group of staff
• Managing client expectations over process and delivery
• Framing work direction & plan for associates after assessment of their capabilities; preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity
• Ensure exceptional customer service and support provided to all customers

Achievements

• Successfully managed to grow this business from 25 seats to 150 seats from 2011 to 2015
• Introduced parallel business and generated revenue for company
• Reduced repeat customer call flow with abandonment to less than 3%
• Increased customer response from 7 days+ to 24-48 hours.

• Review all New to Bank (NTB) asset/liability and credit card documentation basis the internal compliance guidelines
• Highlight / escalate arrears to ensure there are no malpractices in the approval process
• Review the Cards Operations process which includes the Application Fulfilment Unit (AFU)
• Account Maintenance Unit (AMU), Transaction Process Unit (TPU), Chargeback, Payment
• Processing Unit (PPU), Query resolution Unit (QRU) – Cards, Vendor Management Unit (VMU)
• Audit the Grievance Redressal Unit on the Quality of Resolution & TAT maintained towards resolving a case
• Conduct The Risk Control Assessment (RCA) for Customer Banking Operations for all quarters of the year.

• Attending inbound calls at Barclaycard helpline
• Handle customer escalation calls and track closure of complaints
• Upselling of banking products such as EMI, BT, LOP
• Responded to customer calls and emails to answer questions about products and services.
• Provided product and service recommendations to guide customers on products to meet varying needs.