ROHIT TITUS ROMY
Dubai
Summary
Experienced professional specializing in service quality management and training and development for frontline teams. Strong ability to monitor performance metrics, implement retraining programs, and generate detailed management reports. Proficient in Microsoft Office, emphasizing data management and superior customer service. Focused on driving organizational success through continuous process improvement and collaboration.
Overview
8
8
years of professional experience
4028
4028
years of post-secondary education
1
1
Certification
Work history
Quality & Operations Executive
Justlife DMCC
Dubai
2023.10 - 2026.02
- Managed Training and Quality operations for the Specialty Vertical, ensuring consistent service excellence across Deep Cleaning, Furniture Cleaning, Handyman, Pest Control, and AC Cleaning services and other Services.
- Conducted Justlife Partner App and soft skills training sessions for Specialty service crews and drivers from Home Cleaning and Salon & Spa verticals.
- Developed and implemented comprehensive training modules for both technical (hard skills) and soft skills, tailored for each service vertical.
- Coordinated and oversaw onboarding processes to ensure all professionals and drivers submit required documentation and meet compliance standards.
- Supported Healthcare Vertical onboarding and handle logistics, documentation, and inventory requirements.
- Lead performance management initiatives—monitoring weekly and monthly reports, identifying performance gaps, and organizing retraining programs for low performers.
- Managed inventory operations for the Specialty Vertical, including procurement, stock management, consumption analysis, and monthly material forecasting.
- Conducted stock audits, prepare budget forecasts, and ensure uninterrupted supply of materials such as cleaning equipment, PPE, and consumables.
- Supervised warehouse operations and coordinate with maintenance teams to address equipment and facility issues.
- Conducted van and accommodation audits to ensure adherence to company standards and identify improvement areas.
- Addressed crew and partner issues related to tips, bonuses, and performance queries in coordination with internal teams.
- Utilize tools like CRM, Power BI, One Signal, and Edenerd for data tracking, reporting, payouts, and communication.
- Organize annual recognition events for Specialty Vertical, identifying and rewarding top performers to drive motivation and retention.
Training & Quality Supervisor
Vibrant Marketing Management
Dubai
2022.08 - 2023.07
- Training and evaluating sales staff on existing and new launched products and services.
- Audit the sales calls regularly and make sure all the quality parameters are being followed by the staff.
- Maintain the quality report and ensuring the staff meet the required KPI’s.
- Preparing and sharing the quality report with the management on a weekly basis.
- Identifying possible process gaps and suggesting better ways of improvement and process implementation.
- Preparing daily sales report and shared with Management.
Operations Executive
Du Telecom
Dubai
2022.02 - 2022.07
- Processing of Work Orders related to home internet services received through various Point of Sales.
- Creating and resolving Trouble Tickets regarding home consumer complaints.
- Interacting with customers over calls and scheduling appointments for the installation of services at their location.
- Handling of escalations from various channels to achieve proper resolution and customer satisfaction.
- Coordinating with respective technical & sales teams to ensure timely installation of services.
- Generating consolidated daily reports for management review.
- Handling day-to-day volumes of the assigned tasks and ensuring that the quality standards are met.
Customer Experience & Training Officer
KHMRTS
Hyderabad
2017.10 - 2021.02
- Leading and administering Hyderabad Metro Rail call center.
- Addressing the customer issues and queries through various platforms like e-mail, social media and WhatsApp.
- Handled major customer escalations received at Call center, e-mails assigned by Customer Experience Manager and assist in generation of root cause analysis and implement process improvement methods.
- Worked as an Assistant trainer on Customer Service skills for the front-line staff and was designated as a team leader.
- Trained the staff on skills such as Persuasive speaking skills, Empathy, Body language, grooming, teamwork etc.
- Published daily, weekly and monthly reports to the clients to analyze the trend of the complaints received and taking appropriate and timely measures to prevent escalations.
- Organizing and conducting weekly/monthly meetings by preparing dashboards and Power Point presentations to analyze KPI.
- Conducting & execution of regular audits at the stations on diverse areas like complaint handling, staff behavior etc.
- Organized multiple cultural, commercial and awareness programs at the metro stations for the passengers.
- Ensured that all provided tasks are performed with attention to details to improve customer service and providing strategy for successful customer feedback.
Education
Master of Business Administration - Finance & HR
Princeton PG College
Hyderabad, IndiaBachelor's degree - Commerce
Pragati Mahavidyalaya College
Hyderabad, IndiaSkills
- Microsoft Word and Excel
- Presentation skills
- Quality Assurance
- Employee training and development
- Warehouse operations
- Employee coaching
- Complaint handling
- Leadership skills
Certification
- Lean Management Training and Lean Specialist Certification – Udemy
- Excel Training- Intermediate level - Udemy
LANGUAGES
English
Fluent
Hindi
Fluent
Telugu
Fluent
Urdu
Upper intermediate
Kannada
Upper intermediate
Malayalam
Intermediate
DECLARATION
I hereby declare that the above written particulars are true to the best of my knowledge and belief. Rohit Titus
PERSONAL INFORMATION
- Nationality: Indian
- Date of Birth: 29/05/1991
- Marital Status: Married
- Visa Status: Employment Visa
Timeline
Quality & Operations Executive
Justlife DMCC
2023.10 - 2026.02
Training & Quality Supervisor
Vibrant Marketing Management
2022.08 - 2023.07
Operations Executive
Du Telecom
2022.02 - 2022.07
Customer Experience & Training Officer
KHMRTS
2017.10 - 2021.02
Master of Business Administration - Finance & HR
Princeton PG College
Bachelor's degree - Commerce
Pragati Mahavidyalaya College