Rahul Hegde
Inbound Customer Service & Sales Manager
- Role
- Inbound Customer Service & Sales Manager at Accenture
- Location
- Bengaluru, IN
- LinkedIn followers
- 500 followers
About Rahul Hegde
With a total of 18+ years of experience in Customer service. Started working with a BPO way back in 2004 and since then Customer Service has been in my DNA. Asking Customers to pay their Credit card bills and making sure Customers keep the phone with a smile. Took this Learning and as time passed made it my USP. Carried this throughout my career. Had a great opportunity to work with Maersk, the leading Logistics Co. Also got an opportunity to showcase and enhance my Customer service skills & luckily was also recognized and awarded at our HQ at Copenhagen Denmark. & was featured in 2017 May-July Maersk Magazine. Worked as Team Manager with Smartmode International Logistics (SMIL). Handling US Trade(Imports)- handling customers\' queries/Escalations. Worked with Hemmersbach India Pvt Ltd an IT support Co. & got a chance to showcase all the experience that I have with Customer Service & as Quality Analyst. Currently working with Accenture, Bengaluru as a Customer Sales Manager for Virgin Media - A UK Telecom company. Hence the Motto & Goal is always \"Customer first\" and wish to carry this attitude throughout my career, as this attitude has helped me to grow. And about me as \"Rahul Hegde\" in my Personal life - My Hobby is Riding, I have a classic 350 and a Himalayan411. I like to ride and explore new places, meet new people, try different kinds of foods while on the road.
Experience
Inbound Customer Service & Sales Manager
May 2024 — Present · Bengaluru, IN
Key Job ResponsibilitiesTeam Management: Oversee the day-to-day operations, ensuring smooth execution of processes and timely completion of tasks.Administrative Oversight: Handle the administrative responsibilities related to associates, including attendance, performance documentation, and compliance with company policies.Task Allocation: Assign jobs and responsibilities to associates based on workload, skills, and operational priorities.Performance Monitoring & Mentoring: Track associate performance metrics related to productivity & quality. Provide real-time coaching and support to enhance individual and team outcomes.Data Analysis: Review performance data and operational reports to identify bottlenecks, inefficiencies, and opportunities for improvement.Queue Monitoring: Maintain visibility into problem-solving queues, ensuring timely resolution and escalation when necessary.Quality Assurance: Ensure adherence to quality standards and lead the implementation of corrective action plans as needed.Training & Development: Design and deliver training programs to upskill associates and align with evolving business requirements.Process Improvement: Implement structured process control through regular PKT and LKT and other continuous improvement methodologies.Performance Optimization: Lead and execute continuous improvement initiatives focused on enhancing throughput, reducing process inefficiencies, and maintaining consistent, high-quality delivery performance
Education
Institute of Technology and Management studies
Bachelor of Commerce - BCom
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