Profile attached for a suitable placement with an organisation of repute, commensurate to my experience and learning.

1. Rahul Sinha Roy
7086047664 | email – rahulsinharoy@yahoo.com
Residence Address
Basundhara Enclave, Flat 2B, 2nd Floor, 512/2 Parnasree Pally, Kolkata 700060, India
Executive Summary
 Total 20 years of experience and counting.
 Experienced in the domain of Sales, Customer Service, Telecom Business Operations,
IT Enabled Services and currently Consumer Healthcare.
 Was associated with the best brands of India, viz. Hutchison Essar, Shopper’s Stop,
Dell, GE Money Servicing, Vodafone and now Cordlife.
 Experienced freelance training facilitation skills with brands like Bharti Centum
Learning, HDFC Ergo, American Tower Company, Vodafone India, Adani and alike.
 Experience in handling multi-vertical portfolios participating in generating revenue and
contributing in delivering best customer experience.
Core Competencies -
 Business acumen.
 Customer orientation.
 Analysis and problem solving.
 Teamwork.
 Communication ability.
 People Management.
 and Decision making.
Multi-role exposure includes but not limited to –
Process and operational deliverables, Human Resources objectives, Financial Objectives,
Procurement Objectives, Customer Engagement Objectives, Training and Development
Objectives and Quality Management & Control Objectives.
Professional Exposure (in the sequence of most recent)
Cordlife Sciences India Pvt. Ltd.
Senior Manager – L&D, Contact Centre Operations, CC Quality, Customer Support
and Corporate Affairs. (August 2016 – currently working).
About the organization - Cordlife is amongst the leading players for private cord blood banking
services in all the market it operates in, namely Singapore, Hong Kong, Malaysia, India,
Indonesia, Thailand and the Philippines. Inhabiting a distinctive niche in the healthcare
industry, the Group is one of the foremost private cord blood banks to have gained a strong
foothold in Asia Pacific region.
Joined Cordlife, India in the capacity of Senior Manager Training & Development on the 10th
of August, 2016. Primary responsibilities entailed activities enhancing the knowledge and skills

2. Rahul Sinha Roy
7086047664 | email – rahulsinharoy@yahoo.com
Residence Address
Basundhara Enclave, Flat 2B, 2nd Floor, 512/2 Parnasree Pally, Kolkata 700060, India
of employees while providing information and instructions on how to better perform specific
tasks, in the organizational settings. Through ‘Training’, employees are taught specific skills
and informed and refreshed with product knowledge, from time to time while through
‘Development’ employee’s personality and management skills are enhanced. I played a
prominent role in assessing, motivating, designing, delivery and evaluating the scripted
sessions for the various strata/departmental employees. Preparation, demonstration, trying
out and follow-up were the four key steps followed by me in the process of Training &
Development at Cordlife, India.
Training objectives were to connect learning to the real world, engage with learners’ interests,
fill ‘dead time’ with support activities, effectively use group-work and collaborations, encourage
learners to present, share and learn, create a mutual-speak opportunity. Ideate, develop,
implement and monitor training interventions for various profiles in India and Abroad. Manage
content and training materials, create and develop visual aids, Design, develop, implement,
evaluate and certify participants, conduct and supervise onboarding orientations and refresher
workshops, redefine talent management through competency model.
Additional responsibilities entailed managing the Contact Centre Operation, monitor, regulate
and implement the Contact Centre Quality Management parameters, assist in addressing critical
customer service escalations from the Support Services and also participating in general
management of the organization in its various ambits which required my involvement and
participation.
Key contribution entailed but not limited to-
 100% satisfactory onboarding with appropriate orientation and induction with complete
quality record documentation.
 Working closely with the Development Teams (Product & Digital Marketing) to Plan,
Develop and Implement activities and client communications pertaining to business
growth.
 Maximize conversion from Inbound Leads to generate increased business presentations
to be delivered by Team Sales.
 Ensure monitoring and maintenance of defined Quality Objective parameters to provide
best customer experience.
 Maximize presentations through Business Referral’s for Team Sales to convert and
generate revenue.
 Assist Team Sales in achieving Core Business through effective and planned training
interventions.
 Redressal of customer issues through defined complaint redressal protocol and
grievance management procedures.
 Coordinating with the associated Network Service Providers in maintaining a sociable
business environment.

3. Rahul Sinha Roy
7086047664 | email – rahulsinharoy@yahoo.com
Residence Address
Basundhara Enclave, Flat 2B, 2nd Floor, 512/2 Parnasree Pally, Kolkata 700060, India
Senior Consultant – Training Facilitation (July 2014 through August 2016)
Primary objective entailed, coordination with the company management in understanding
training requirements vis-à-vis interviewing staffs and managers to assess training needs. Map
skill versus knowledge gap, design training curriculum and finally organize inhouse and off-
site activities, facilitate/deliver presentations, create a learning environment with job
simulations and role-playing exercise, discuss career pathing objectives with managers, enrich
courses with visual aids to engage participants, research and recommend learning
equipment’s to the organization (like e-learning platforms etc.) To summarize, the key
objective was to prepare, coordinate and evaluate training programs for an organization to
meet short- and long-term organizational goals.
I was associated to the business partners to the likes of HDFC ERGO General Insurance Co.;
Viom Networks Limited (currently American Tower Company); Bharti Centum Limited -
working directly with Bharti Airtel; Vodafone India Ltd., Adani Group Co. Ltd etc. I was
primarily responsible in facilitating sessions on behavioral/soft skills, topics ranging from
Leadership Life Cycle program, Customer Service, Communication skills, Business Etiquette,
Analytical and Problem-solving skills, Selling skills, etc. Exclusively for Bharti Airtel I have also
delivered product and process trainings considering my previous experience in the telecom
domain.
Vodafone India Limited, (May 2009 through July 2014)
Deputy Manager, Customer Service
About the company - Vodafone India is the Indian subsidiary of UK-based Vodafone Group
plc, the world's second-largest mobile phone company, and is a provider of
telecommunications services in India with its operational head office in Mumbai.
Multi-roles-
[a] Head ‘Activations & Customer Onboarding’ and Regulatory Liaising Officer.
[b] Head ‘Training & Development’.
[c] Head ‘Grievance Management & Back Office operations.
People Management – In activations and customer onboarding portfolio I have managed
eleven specialized team players direct reportees, (six towards back-office operations; balance
deputed for zonal operations; additionally, 1347 indirect reportees spread across four vendors
across the 7 States of Assam & North East. In the profile of training & development managed
a team-size of 9 people deputed in the Circle Office and the respective zones and additionally
as back-ups too. In the profile of grievance management and back-office operations I had a
team of 13 players addressing the need of various sub-verticals (e.g., VAS; Billing Complaints;
Network Complaints; Onboarding Complaints; Non-Voice vertical (Vodafone Care) etc.
Vendor Management – Needless to say, as the count specified above, across my territory
of NESA, I had four 4 vendor/business associates support to complete my assignments on
time.

4. Rahul Sinha Roy
7086047664 | email – rahulsinharoy@yahoo.com
Residence Address
Basundhara Enclave, Flat 2B, 2nd Floor, 512/2 Parnasree Pally, Kolkata 700060, India
Business Intelligence & Process Improvements – Working in the grievance
management portfolio also entailed responsibility in identifying opportunities pertaining to
process improvements to achieve favorable customer satisfaction report. This called for
studying the analytics and provide inputs to the leadership and also identify process-gaps and
mend them to satisfactory performance matrix.
Employee Developmental - (Training & Development exposure) – Gathered immense
exposure in identifying people training needs in conjunction with HRM teams and also conduct
regular product training and refreshers for the customer services teams on job.
Reviews and Strategies – Being in a key leadership position, besides formulating strategies
for my verticals I had an opportunity to learn how to devise plans, conduct reviews (target vs
achievements), provide feedback and coach teams & individuals.
Key accomplishments in last three assignments -
Vodafone – bagged all the awards and accolades the company had to offer to its employees.
From the prestigious ‘National Service Champion’ award to ‘I-MAD’ (I Made a Difference)
award, ‘Circle Champion’, Vodafone Megastar, Vodafone Superstar, I bagged it all.
Senior Consultant – This role doesn’t warrant a special award as there’s no direct
association with any company, however the greatest learning was based on facilitation and
training interventions, to various gamut of employee strata. Observing them excel in their
varied line of business is the greatest achievement as a trainer/facilitator. Another notable
achievement is when one client recommends the trainer/facilitator to another is when one
feels the pride of achieving something.
Cordlife – Started as a Senior Manager, Training & Development and gradually aligned lateral
roles of heading additionally the Contact Centre, Quality, Customer Support stands testimony
towards personal development in form of personal learning and growth.
Other companies worked with –
 Caretel Infotech (September 2008 to March 2009).
 GE Money Servicing (January 2008 to May 2008).
 Dell International Services (December 2005 to Jan 2008).
 Shoppers Stop Limited (March 2005 – December 2005).
 Hutchison Essar (2000 – 2005).
 Indian Market Research Bureau (IMRB) (1996 – 2000).
Academics & Certifications –
 B.Com. (Hons) – St. Xavier’s College, Kolkata | Under University of Calcutta (1997).
 Class XII - St. Xavier’s College, Kolkata | Under West Bengal Higher Secondary
Examinations (1993).

5. Rahul Sinha Roy
7086047664 | email – rahulsinharoy@yahoo.com
Residence Address
Basundhara Enclave, Flat 2B, 2nd Floor, 512/2 Parnasree Pally, Kolkata 700060, India
 Class X – Don Bosco School, Liluah-Howrah | Under Indian Council of Secondary
Examinations (1991).
 Leadership Certifications from Pragati Leadership, Pune, year 2012.
Personal Details –
Date of Birth – April 17th, 1975.
Marital Status – Married and have two children.
Hobbies – Travelling and listen to any music.
Passport – In possession of a valid passport.
Address – Kolkata, West Bengal.
** All personal details shall further be shared on demand.
I certify that all information provided above are true and correct to the best of my knowledge.
Signed/-
Rahul Sinha Roy