Rahul Goyal

  • New Delhi
Rahul Goyal

Seeking middle to senior level assignments in Process & Operations Management with a leading organization of repute in E-Commerce



Operations Management

  • Extensive experience in managing process and operational escalations and providing consultancy services to clientele and suggesting relevant solutions
  • Ability to maximize productivity and create successful outcomes in complex software systems and process in fast paced work environment

Process Management

  • Ability to communicate gaps in process and work with all stakeholders to resolve the gaps
  • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level

Client Servicing

  • Mapping Clients’ requirements and coordinating, developing and implementing process in line with guidelines
  • Assessing customer feedback, evaluating areas of improvements and providing critical feedback to associates on improvements and achieving higher customer satisfaction matrices

Data Reconciliation

  • Preparing MIS reports as per SLA with a view to apprise management of the process operations and assist in critical decision-making process
  • Strong working knowledge of basic computer business applications such as MS Word, MS Excel, Outlook etc.

Team Management

  • Currently leading client servicing team for North and West Region of MBRSL
  • Previously handled a team of 30 members for 2.5 Yrs and 8 members for 2 Yrs

Work experience

Work experience
Jul 2012 - Present

Campaign Manager

Magicbricks Realty Services Limited - The Times of India Group

Key Result Areas

  • Accountable for handling top 70 clients of Magicbricks.com from Pan India and ensuring organic traffic on client website and managing overall satisfaction level of clients
  • Understanding customer issues and providing relevant solutions to customers
  • Reviewing and monitoring team performance and motivating to work together in the most efficient manner
  • To handle vendors and ensuring process compliance are met for various process such as Tele-calling, Lead Quality and Virtual Fair’s.
  • To generate critical MIS as per SLA to find gap areas and work on process improvement in coordination with internal departments for process executions and improvements

Projects Executed

  • Managed and Successfully executed virtual fair’s for Magicbricks.com such as Magicbricks Online Property Fair (Jan’13 to Feb’13), Times Property Virtual Fair (Feb’13 to Mar’13) and Magicbricks.com Deals (Jun’13 to Aug’13)

Initiatives Takes

  • Generated MIS reports to enhance performance of department and Magicbricks.com such as duplicate leads, region wise response report, renewal tracking and many more
  • Internal reports moved online to improve efficiency
Oct 2009 - Jul 2012

Manager - Templated Catalogs, CSD Production

Indiamart Intermesh Limited


  • Managing and executing day to day operational aspects of catalogs and scope
  • Effectively applying organizational methodology and enforcing catalog standards along with reviewing deliverables prepared by team before passing to client
  • Providing suggestions and making presentations to the management for up-gradation of templated catalogs as a product towards enhancing the services and increasing customer delight


  • Challenging others to develop as leaders while serving as a role model and mentor
  • Inspiring co-workers to attain goals and pursue excellence

People Management/Training

  • Consistently acknowledging and appreciating each team member's contributions
  • Motivating team to work together in the most efficient manner
  • Keeping track of lessons learned with past experience and sharing these lessons with team members
  • Conducting training on a fortnightly basis for process knowledge, development and improvement
May 2007 - Sep 2009

Assistant Manager – Templated Catalogs

Indiamart Intermesh Limited


  • Handling diverse range of operations entailing team management, process improvement, intra and inter department communication and client servicing
  • Monitoring for smooth, timely and quality delivery of catalogs
  • Finding out deadlock areas for delay in a catalog designing
  • Keeping check on the work flow and maintaining and analyzing work flow reports
  • Providing direction and support to the team for building capabilities for better client servicing
  • Monitoring my team attendance, behavior and taking care of their day to day activities

Client Relationship Management

  • Communicating with unsatisfied clients, understanding their problems and suggesting solutions

People Management/Training

  • Designing & implementing training programs for bringing keen customer focus, high energy level and team spirit in the employees
  • Organizing and conducting practical and theoretical training programs, to enhance skills and motivational levels
  • Excellent written, communication, inter personal, liaison and problem solving skills with the ability to work in multi cultural environment

Awards and Recognitions

  • MBRSL - Awarded with “CEO Award - Best Performer” for 4 Continuous months Dec’12 to Mar’13 and July’13 to Sep’13, Jan’14 to Mar’14, Oct’14 to Dec’14 Quarters
  • IIL - Awarded as the “Best Performer of the Month – Oct-2007” by IIL for “Reducing the rework on accounts by 30% and maintaining an efficient communication with clients”

Professional Enhancements

Attended a Program on "Managerial Effectiveness Program"


Apr 2005 - Mar 2007

M.B.A - Information Technology and Operations

Institute of Management and Technology, Nagpur
Apr 2002 - Mar 2005

B.Sc (H) Computer Science

Hansraj College, Delhi University

Personal Details

Date of Birth                  :     7th October 1983

Languages Known      :     English & Hindi