Rakesh Kumar

Rakesh Kumar

Work History

Work History
Apr 2010 - Present

Customer Service Assistant

Sainsburys Supermarkets Ltd

Main Responsibilities: • Collect data from cash centre and checkout for analyses and prepare checkout performance report for management. • Develop new ideas to improve performance of checkout and reduce cost. • Assess customers’ needs and provide suitable information. • Deal with customers’ enquiries and solve problems. • Deal with different levels of management. • Manage customer satisfactions; build long term relationships with customers. • Enhance customer experience with process, culture and products.

May 2006 - Apr 2010

Customer Service Officer

HSBC

Main Responsibilities: • Assess customers’ needs and provide suitable information. • Work on sales targets and use all the channels like telephone calling, face to face communication, emails, letters, referral through customers and closely work with mortgage managers, FPM and business specialist to achieve individual and team targets. • Deal with enquiries, solve problems and deal with different levels of management. • Manage front office, back office, customer satisfactions and implement effective branch merchandising. • Motivate and coach team members to increase sale and reduce cost in the branch. • Build long term relationships with customers and provide them best experience with process, culture and products.

Nov 2005 - May 2006

Personal Care Assistant

Caroline Whyte
Mar 2003 - Jul 2003

Job Controller

Lally Motors Ltd.

• Monitor performance of service department and find opportunities to improve it further, increase profit and enhance stakeholders’ satisfactions. • Supervise service centre of 15 staff • Deliver job cards to subordinates and monitor the time for job completion. • Manage customers through the entire service and repair process ensuring that all customers are completely satisfied • Agree and arrange future contact appointments with customers. • Confirmation and explanation of all paperwork to customers. • Deal with customers’ enquiries face to face or on phone. • Evaluate the skills of subordinates and develop appropriate development plan

Jun 2001 - Feb 2003

Supervisor

Cargo Motors (Guj.) Pvt.Ltd.

Main Responsibilities: • Monitor performance of service department and find opportunities to improve it further, increase profit and enhance stakeholders’ satisfactions. • Supervise service department of 19 staff • Supervise jobs of technicians, advise them, motivate them to achieve team goal. • Deliver job cards to subordinates and monitoring the time for job completion. • Managing customers through the entire service and repair process ensuring that all customers are completely satisfied. • Agree and arrange future contact appointments with customers. • Deal with customers’ enquiries face to face or on phone. • Evaluate the skills of subordinates and develop appropriate development plan

Education

Education
2006 - 2008

MBA

The Open University
2004 - 2005

MBA

Cyprus College
1998 - 2003

BSc

Indira Gandhi National Open University
1998 - 2002

Diploma in Mechanical Engineering

Mehr Chand Polytechnic College

Skills

Skills

Highly organised and excellent planning skills

  Successfully built accident and repair centre at Cargo Motors Ltd in specified time by managing and planning resources efficiently. Successfully planned and organized environmental seminar to make people aware of environmental hazards. Successfully planned activities e.g. part-time MBA study while being worked full-time and fulfil family and social commitments  have added value to my planning and organisation skills.  

Adaptable to changing environment, priorities tasks

  I have had experience of doing many tasks at same time like working full time, studying post graduate (MBA) part time , doing work related trainings, managing family and social commitments would not have been possible if I was not adaptable to priorities. When I moved from India to Cyprus I developed my knowledge about Greek culture and language and built networks in the local culture that helped me to adapt easily into a new culture. I played as a leadership role among many different nationalities while being studied full time Management course in Cyprus.  

Ability to work well in team

  I played an important team member role to improve branch operations, reduce cost and increase sales at Bilton and Shepherds Bush branch. I helped the team members to achieve team goals and their personal set targets. At Chapel Allerton branch I coached a new hired and shared my experience to build her as an effective team member. I often provided valuable support to team members in their personal and professional development. I often approached to team members to develop new ideas to improve organisational operations.  

Good communication skills

I have hade experience of delivering presentations during graduation, post graduation, public speaking and team meeting presentations at work. It helped me to develop my communication skills and tailor my style and content suite to situation and audience whether i was in India, Cyprus or in UK. My international experience taught me to present well reasoned arguments to stakeholders to persuade them or to win their support.

Summary

A self motivated, analytical and ambitious team player having extensive experience in process improvement, performance management, sales and customer service in banking and retail sector, international experience, possess multilingual skills, educated in MBA and BSc (2.1), looking for a challenging role to exploit my skills and experience. Key achievements:

  • I achieved 200% of my target that put the branch in top branches in the region at HSBC.
  • Proposed process improvements to enhance customers’ satisfaction, improve delivery time and reduce papers in account opening process at HSBC. 
  • Built self motivated team in 3 months time by holding motivational presentations every week.
  • Led the team members to achieve branch target 20% above the plan in 2 months time.
  • Improved counter operations at HSBC, Chapel Allerton in 2007 by reducing cost 17% in 4 months time.
  • Led a project to enhance performance of checkout at Sainsbury’s.
  • Inspired colleagues to work as team rather than working individually at Cargo Motors Ltd.
  • Developed an idea into a successful and profitable business at Cargo Motor Ltd.Led a diverse, multicultural team and successfully organised an environment seminar in the local community.

Interest

Cricket, skiing, travelling, Mind tools, Harvard business journals. I wascaptain of a cricket team.