Rahul Pande Email and Phone Number

Supervising customer service operations for rendering and achieving quality services as well as optimizing client satisfaction levels and generating additional avenues for business.Leading the center managers / center staff and guiding them to achieve operational excellence for their cluster of centers, counselling, coaching and giving feedback wherever required.Adhering Standard Operations Procedures of Quality Customer Service activities; mapping client’s requirements & implementing measures to maximize satisfaction levels; maintaining KPI and MIS for management decision-making facilitation.Streamlining the existing processes for smooth functioning of the daily operations; coordinating with the Marketing & Development Team and other departments for new launches/promotions; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards.Managing all accounts related task for vendors and client; sharing update and initiate corrective actions in procedures and system at frequent intervals.Maintaining high discipline and norm adherence, coordinating with superiors for cross teams and innovative suggestions to improve operational functioning.Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.Recruiting, mentoring & developing customer service agents and nurturing an environment where they can excel through encouragement & empowerment.

Keeping ahead of industry’s developments and applying best practices to areas of improvement; identifying and implementing new business model.Conducting Succession Planning and Analysis on the client servicing and retention.Mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines.Ensuring that all centers adhere to compliance requirements in all areas of operational activity ,brand standards, company policies and procedures.

-Managed 2 co-working locations in Powai area of Mumbai with a total of 850+ seats. -Managing Building Operations, Collections, Sales, Account Management, Member Experience, and Retention and Growth.-Designing community initiatives to develop connections between members, networking and improve member experience, including member introductions, event curation, promotion & execution.-Hiring, managing, training and mentoring Community Leads and Associates within the portfolio and a total of 25+ support staff.

Shangri-La, Mumbai

JW Marriott, Mumbai