Rahul M.

Directed IT and operational procurement processes for hardware, software, and office supplies, ensuring cost-effective acquisitions and timely delivery. Handled negotiation of contracts and management of multi-vendor relationships to achieve savings through strategic procurement. Processed purchase orders via ERP/procurement tools, complying with internal policies and audits. Managed the vendor lifecycle, focusing on onboarding and performance reviews. Maintained IT asset inventories, implemented stock replenishment strategies, and ensured software licensing compliance. Collaborated with IT, Finance, and Legal teams to align procurement with organizational objectives. Oversaw daily operations including housekeeping and front-office management. Managed access card issuance and visitor management with thorough documentation. Contributed to SOP documentation for operational efficiency. Executed Incident Management protocols, managing low-to-medium priority incidents and ensuring clear communication with stakeholders. Participated in post-incident reviews and maintained adherence to SLAs. Acted as the Subject Matter Expert during production incidents, leading cross-functional teams to restore service. Authored Incident Management playbooks to enhance first-time resolution efficiency and performed Root Cause Analysis to strengthen system stability. Provided training to junior associates on incident classification and communication during critical situations. Implemented continual improvements in the IM framework, ensuring compliance with BFSI sector standards while managing operations across retail banking and insurance portfolios.

Addressed inquiries regarding product materials and embellishments while providing guidance on sizing and suitability for occasions. Handled complex international shipping queries and explained customs implications to customers. Managed order tracking across multiple carriers and oversaw returns, exchanges, and refund processes. De-escalated customer complaints related to fit, color discrepancies, and delivery delays. Clearly articulated the Return Policy, emphasizing timelines for defect reporting, and delivered exceptional support through calls, chats, and emails for an international e-commerce platform.

Handled high-volume service inquiries while adhering to UK Data Protection standards. Achieved a Customer Satisfaction rating by resolving complex issues efficiently and maintained a high First Call Resolution rate. Offered consultative service advising customers on product upgrades and utilized CRM systems to track interactions and service continuity across time zones. Successfully de-escalated difficult customer situations, ensuring positive outcomes and supporting customer retention.