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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

Jul 2012Present

Campaign Manager

Magicbricks Realty Services Limited - The Times of India Group

Key Result Areas

  • Accountable for handling top 70 clients of 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 such as Magicbricks Online Property Fair (Jan’13 to Feb’13), Times Property Virtual Fair (Feb’13 to Mar’13) and Deals (Jun’13 to Aug’13)

Initiatives Takes

  • Generated MIS reports to enhance performance of department and such as duplicate leads, region wise response report, renewal tracking and many more
  • Internal reports moved online to improve efficiency
Oct 2009Jul 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 2007Sep 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 2005Mar 2007

M.B.A - Information Technology and Operations

Institute of Management and Technology, Nagpur
Apr 2002Mar 2005

B.Sc (H) Computer Science

Hansraj College, Delhi University

Personal Details

Date of Birth                  :     7th October 1983

Languages Known      :     English & Hindi