Rahul Thottathil Rajan Email & Phone Number

United Arab Emirates

- Lead Customer Experience Operations, overseeing a team of 49 members across GRP (Good Retail Practices) and the Contact Center, ensuring seamless resolution of ~1,800 complaints monthly within a 6-hour SLA.- Manage 4,000+ monthly incoming calls, improving abandoned call rates from ~45% to <10% for GRP and ~50% to <8% for the Contact Center.- Develop and implement SOPs for complaint handling, driving process efficiency and resolving key operational pain points.- Conduct team training and development programs, achieving 100% teammate training compliance for both GRP and Contact Center teams.- Analyze customer complaints and feedback, delivering insights to management and contributing to strategic decision-making and service improvements.

Dubai, United Arab Emirates

• Analyzed gaps in fulfillment process, suggested action plans to increase express orders share from 40% to 95% within 6 months.• Collaborated with cross-functional teams/Pharmacy Operations to enhance technology integrations for order routing and product availability.

Dubai, United Arab Emirates

▪︎ Spearheaded fleet management strategies to oversee a team of 12supervisors, 350+ drivers with >90% [Avg] On Time Deliveries▪︎ Managing hub store e Life operations for 130+ Life hub stores across allemirates, leading in-store implementation and execution forall tech advancements.▪︎ Launched the customer experience center for Life, leading, coaching and developing 14+ customer experience agents of LIFE ▪︎ Reduction in E Life - Customer Complaints by identifyingand recording all complaints, RCA for all complaints tobring in the best industry practices.Key KPIs▪︎ >95% OTD(On Time Deliveries) for e Life Orders▪︎ < 5% split/spill orders▪︎ >70 NPS score▪︎ 90% customer ratings for chat▪︎ Trainings and development to Cx Team and Life Support Team ▪︎ Digitalization of Retail Stores

United Arab Emirates

▪︎ Telephone Ettiquette insights to raise the quality assurance standards▪︎ Comprehensive Google review report, suggesting areas of improvement keeping the voice of the customer at the centre of focus.

Dubai, United Arab Emirates

▪︎ Retail Management ▪︎ New Store Openings▪︎ Marketing▪︎ Stock Take / Inventory Management

Bengaluru, Karnataka, India

▪︎ Led a team of 8+ teammates responsible for customer relations while increasing the customer satisfaction rates from 84% to 95% (Hennur Store) leading catchment study.▪︎ Established 10+ sport club tie ups for brand awareness and increased walk-ins.▪︎ Recommended strategies to the tarmak brand team for the operations of a city level event that resulted in 800 teams registration.▪︎ Organized Utsav 2019, registering 2000 New Users, increasing New User Growth.▪︎ Compiled and analyzed customer purchase power and level of practice that influenced selecting range of products.

Semarang, Central Java, Indonesia

▪︎Managed a financial team of 12+ teammates responsible for payroll, payment vouchers, bank reconciliations and ledger processing.