Rahul Sinha Roy has over 20 years of experience in sales, customer service, telecom operations, and training. He is currently a Senior Manager at Cordlife Sciences India, where he leads training and development, contact center operations, and corporate affairs. Previously he worked at Vodafone India as Deputy Manager of Customer Service, managing a large team and various back office operations. He has extensive experience facilitating training programs and developing curricula across various industries to meet organizational goals.

1. Rahul Sinha Roy
Mobile: 7086047664 | email – rahulsinharoy@yahoo.com | Kolkata, India
Executive Summary
• 20 + years of experience in Sales, Customer Service, Telecom Business Operations,
IT Enabled Services and Consumer Healthcare
• Associated with the best brands of India, viz. Hutchison Essar, Shopper’s Stop, Dell,
GE Money Servicing, Vodafone and Cordlife
• Training facilitation skills with brands like Bharti Centum Learning, HDFC Ergo,
American Tower Company, Vodafone India, Adani etc.
• Experience in handling multi-vertical portfolios in process and operational
deliverables, training and Development, people management, finance,
procurement, customer engagement and quality management
Professional Exposure
Cordlife Sciences India Pvt. Ltd. (www.cordlife.com) Since August 2016
Senior Manager – L&D, Contact Centre Operations and Corporate Affairs
Job Responsibilities
• Head the Training & Development, Contact Centre, Quality and Customer Support
functions
• Developed a Training & Development framework to assess, evaluate and motivate
various departmental employees.
• Prepare and provide technical (product specific) and soft-skill trainings
(Leadership programs, customer service, communication skills, analytical and
Problem-solving skills, etc.) to meet short- and long-term organizational goals
• Map skill versus knowledge gap, design training curriculum, facilitate/deliver
presentations, job simulations and role-playing exercises, improve learner
engagement levels, develop alternative learning like e-learning platforms etc.
• Enhance the knowledge and skills of employees, how to better perform specific
tasks
• Conduct employee development sessions to improve personality and
management skills
• Trained with the objective to connect learning to the real world, amalgamate
organization vision with learners’ interests
• Engage team to develop multi-geo assimilation programs, including visual aids,
certification programs, orientation materials and refresher workshops
• Redefine talent management through competency model
• Design, monitor and implement the Contact Centre quality management
framework
• Contact center customer satisfaction, complaint redressal and escalation
management

2. • Work with Product & Digital Marketing teams to plan, develop and implement
activities and client communications
• Maximize conversion from inbound leads and improve bottom line
Senior Consultant, Training Facilitation July 2014 through August 2016
Training consultant for corporates like HDFC ERGO, Viom Networks, Airtel, Vodafone,
Adani Group etc. to get a 360-degree understanding of the training vertical
Job Responsibilities
• Coordinate with the company management to understand training requirements
• Interview SMEs and managers to assess training needs
• Conduct Skill gap analysis and design training curriculum
• Prepare, coordinate and evaluate training programs to meet short- and long-term
organizational goals
• Organize, facilitate and deliver trainings, create a learning environment with job
simulations & role-plays and discuss career pathing objectives with managers
• Facilitated sessions on behavioral/soft skills, leadership life cycle programs, customer
service, analytical & problem-solving skills, marketing skills, etc.
• Used telecom domain expertise to deliver product & process trainings for Airtel
Vodafone India Limited (www.vodafone.com) May 2009 through July 2014
Deputy Manager, Customer Service
Job Responsibilities
• Managed a huge team comprising of Vodafone and vendor employees (1347
employees in various capabilities spread across four vendors in 7 States of Assam &
North East). Provided coaching, guidance and appraisal management
• Grievance management and back-office operations (e.g., VAS, billing, network
onboarding Complaints)
• Vendor Management
• Managed business intelligence & process improvements, identify opportunities
pertaining to process improvements
• Conduct data analytics and CXO level MIS
• Identify, create and run assimilation programs based on skill gap analysis
• Process-gaps identification & improvement
Key roles
[a] Head ‘Activations & Customer Onboarding’ and Regulatory Liaising Officer.
[b] Head ‘Training & Development’.
[c] Head ‘Grievance Management & Back Office operations
Awards & Accolades
[a] National Service Champion
[b] ‘I-MAD’ (I Made a Difference)
[c] Circle Champion
[d] Vodafone Megastar
[e] Vodafone Superstar

3. [f] Dell Smart Manager, Dell International Services
Other organizations 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 (1997)
• Class XII - St. Xavier’s College, Kolkata (1993).
• Class X – Don Bosco School, Liluah (1991)
• Leadership Certifications from Pragati Leadership, Pune, (2012)