Rohit Kumar

Operations Officer @VFS Global

Manchester, GB

Stepping into this role has been an exciting opportunity, consistently demonstratingprecision, compliance and excellent relationship skills. Responsible for managing visas, Iprocess over 150 visa applications weekly including managing complex applications suchas Schengen visas. Key duties and achievements in this role include: Demonstrating excellent time management with no room for delays or errors Delivering 100% compliance to SOPs Maintaining communications with clients regarding the status of their application Securing 98%+ customer satisfaction rate and repeat engagement Achieved a 15% growth in customer feedback which was then used to developmarketing projects Using customer insights into service marketing improvements resulting in improvingthe applicant experience. Adopted a consultative approach which increased monthly VAS revenue by 25% Demonstrating product and service expertise to upsell value-added services Sharing personalised recommendations to client to facilitate their application Managing daily cash and bank transactions, successfully ensuring the department isaudit ready