FreshDesk
Rayan Paul
Operation / Fleet Co - Ordinator
JBR Dubai
Summary
With a strong background in operations management, specialize in fleet management, vendor relations. Whereas the expertise includes optimizing fleet performance through precise scheduling and maintenance, managing vendor onboarding and relations, and enhancing service delivery, excel in resolving issues and fostering positive relationships with drivers, customers, and vendors. Committed to efficiency and excellence, drive operational success and continuous improvement in a technology-driven environment.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
5
5
Certifications
Work History
Operations / Fleet Co Ordinator
Udrive Rent A Car LLC
10.2023 - Current
- Assign and manage daily tasks for cleaning teams to address units with negative reviews, relocation teams to position cars in high-demand areas, and issue teams to handle repairs, ensuring fleet readiness to 100% customer satisfaction.
- Coordinate with garages to schedule and manage oil services, repairs, and other maintenance tasks, maintaining vehicle performance and minimizing downtime.
- Investigate and resolve customer issues, including private parking and accident cases, while arranging recovery for damaged units and ensuring 50% to 60% making sure no fraudulent activities occur, contributing to effective fleet management.
- Boost sales and identify new rental opportunities by integrating new customers into the long-term rental program, finding new hotspots for car rentals, and managing driver schedules to ensure 75% to 85% smoothness in operations.
- Monitor and ensure timely payments from customers, manage parking payments in Sharjah, and coordinate with other departments and the legal team for strategy improvements and issue resolution.
- Send daily reports to management, providing insights into fleet operations and performance and facilitating better decision-making.
Customer Service Executive
Udrive Rent A Car LLC
08.2022 - 08.2023
- Assist customers with roadside issues and accident procedures, ensuring effective resolution and guidance in 15% to 50% of cases where intervention is needed.
- Managed high volume of inbound/outbound calls while maintaining 100% professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Boosted 60%, 70% sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Train and mentor new agents, contributing to the development of their skills and knowledge, and ensuring adherence to company standards 25% to 35% of the time.
Customer Care and Sales Executive
eZhire
1 2022 - 5 2022
- Creating documents such as bills, invoices, and amplify 20% bookings from customers
- Developed sales strategy based on research of consumer buying trends and market conditions for getting efficient bookings
- Asked open-ended questions to determine which cars or deals would be best fit for customer's needs Managed to attend make and answer 60s to 80s calls per day increased sales 10%
- Trained new personnel up to taking 50s to 80s inbound customer chat and call conversations regarding company operations, policies and services.
Rider Support and Logistics Executive
Krave Mart
01.2022 - 05.2022
- Updating data in databases to ensure accuracy accordingly opening and closing marks at high influx of orders as such 100s and 200s orders in hourly basics
- Conducted qualitative and quantitative analysis of logistics operations to pinpoint and correct inefficiencies
- Analyzed processes and supply chain operational data for performance and catered up to 70% rider queries over calls and chats.
Vendors Operations Executive
Snoonu
07.2021 - 01.2022
- Maintaining and analyzing record of Vendors, solving Vendor queries in terms of late orders, and other requests
- Helping vendors in analyzing and improvising best results with rider related queries over inbound calls and chats
- Resolved conflicts and negotiated mutually beneficial agreements between customers and partners
- Worked with customers to understand needs and provide excellent service
- Managed over 60 to 80 calls per day
- Increased sales by 10%.
Shift Lead
Ibex foodpanda
07.2020 - 07.2021
- Created effective work schedules for each colleague in order to meet deadlines and fully staff shifts
- Prepared shift summary reports for supervisor and discussed goals and progress on regular basis for maintaining AHTs and QA's
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills, Refresher sessions and Sop's in terms of 100% efficient in their knowledge
- Tracked employees hours and daily productivity making client based RTMs and MYTs for meeting SLAs.
Customer Support Executive
Ibex foodpanda
07.2020 - 07.2021
- Trained team members on services and products to support promotional efforts for maximizing and increasing their ability to 70% - 80%
- Listened to customers' questions and concerns to provide answers or responses
- Creating and formatting Emails to customers maximizing productivity to 40%.
Education
Associate Degree in Intelligence (AI): Computer Sciences -
Iqra University Karachi
Karachi, Pakistan 08.2021 - Current
Inter: Computer Science -
St. Patrick's College Karachi
Karachi, Pakistan 08.2019 - 05.2020
Skills
Transportation Management
Scheduling and Planning
Workforce Management
Security management
Maintenance Management
Operations Analysis
Operational Efficiency
Compliance Monitoring
Multitasking
Certification
Certificate holder sales assistant in retails sector certificate by (TUSDEC) with support of (UNDP) and (USAID)
Software
FreshChat
Ziwo
Jitsi
Excel
Salesforce
3PL
Zendesk
Slack
Languages
English
Bilingual or Proficient (C2)
Urdu
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Operations / Fleet Co Ordinator
Udrive Rent A Car LLC
10.2023 - Current
Customer Service Executive
Udrive Rent A Car LLC
08.2022 - 08.2023
Rider Support and Logistics Executive
Krave Mart
01.2022 - 05.2022
Associate Degree in Intelligence (AI): Computer Sciences -
Iqra University Karachi
08.2021 - Current
Vendors Operations Executive
Snoonu
07.2021 - 01.2022
Shift Lead
Ibex foodpanda
07.2020 - 07.2021
Customer Support Executive
Ibex foodpanda
07.2020 - 07.2021
Inter: Computer Science -
St. Patrick's College Karachi
08.2019 - 05.2020
Customer Care and Sales Executive
eZhire
1 2022 - 5 2022
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