Ulaayn Qurat

CEO

Bengaluru, Karnataka, India11 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over eight years of experience in operational efficiency.
Expertise in business analysis and analytics.
Proven track record in enhancing customer satisfaction.

Stackforce AI infers this person is a Customer Experience and Operations Management expert in the B2C sector.

Contact

Skills

Core Skills

Business AnalysisAnalyticsCustomer SatisfactionOperations ManagementCustomer SupportCustomer ExperienceCustomer Service OperationsBusiness DevelopmentResearch

Other Skills

After-SalesAnalysisBusiness Process ImprovementBusiness Process Outsourcing (BPO)Business StrategyChannel SalesCoachingCommercial OperationContact Center ManagementContinuous ImprovementCross-functional Team LeadershipCsat analysisCustomer LoyaltyCustomer Relationship Management (CRM)Customer Retention

About

With over eight years of experience, I currently serve as Associate General Manager at Rapido, where I apply my expertise in business analysis, analytics, and channel sales to enhance operational efficiencies and customer satisfaction. Working collaboratively with cross-functional teams, I focus on defining product requirements, implementing features, and driving innovation in product development. My role involves leading cross-functional teams and managing key stakeholders to ensure seamless operations across projects. With a Lean Six Sigma Green Belt certification, I strive to facilitate continuous improvement and deliver value through effective workflow optimization and customer-centric solutions. My commitment is to empower teams and enhance organizational impact.

Experience

11 yrs 3 mos

Total Experience

2 yrs 3 mos

Average Tenure

5 yrs 10 mos

Current Experience

Rapido

3 roles

Associate General Manager

Promoted

Mar 2025 – Present · 1 yr 3 mos · On-site

Collaborated with stakeholders to define product requirements and user stories, enhancing user experience.
Led cross-functional teams to ensure accurate feature implementation, driving innovation in product development.
Conducted gap analysis and facilitated continuous improvement, resulting in a more efficient workflow.

Support ManagementPartner Relationship ManagementBusiness Process ImprovementBusiness Process Outsourcing (BPO)AnalyticsBusiness Analysis

Associate General Manager

Mar 2024 – Mar 2025 · 1 yr · On-site

Led a dynamic team to enhance customer service, achieving 100% efficiency across four outsourced partners.
Drove performance by analysing KPIs in a fast-paced environment, resulting in improved operational outcomes.
Fostered exceptional relationships with captains and customers, significantly enhancing overall satisfaction at Rapido.

Customer LoyaltyCustomer Service OperationsContact Center ManagementCustomer Relationship Management (CRM)Data AnalysisOperations Management+1

Business Manager

Aug 2020 – Mar 2024 · 3 yrs 7 mos · On-site

Developed and implemented a scalable framework for BPO partners, enhancing operational efficiency.
Collaborated with cross-functional teams to standardise business processes, driving significant growth.
Established robust reporting metrics that improved customer confidence and quality of delivery.

Customer SatisfactionCustomer Service OperationsBusiness Process Outsourcing (BPO)Business Analysis

Forever new clothing

Assistant Manager Customer Support

Jul 2019 – Aug 2020 · 1 yr 1 mo · Gurgaon, India

Led the omni-channel customer service team at Forever New, ensuring 100% response levels across platforms.
Coached and trained team members to prioritize resolution, significantly reducing contact volumes.
Collaborated cross-functionally to streamline processes, enhancing delivery timelines for customer orders.

Customer SatisfactionCustomer SupportAfter-SalesNetSuiteMagentoCustomer Service Management+1

Foodpanda india

3 roles

Assistant Manager, Social Media, App reviews, Vendor Reviews, CEO escallations.

Apr 2017 – Feb 2019 · 1 yr 10 mos · Gurgaon, India · On-site

Led the Social Media, Email, and App Review teams at Foodpanda, ensuring swift resolution of customer grievances.
Managed escalations for customer service, transforming complaints into opportunities for customer retention.
Spearheaded the Customer Delight Program, achieving superlative processing times and enhancing overall customer experience.

Customer SupportCustomer Service OperationsCustomer RetentionCustomer ExperienceCustomer Service ManagementSocial Media

Assistant Operations Manager

Apr 2017 – Feb 2019 · 1 yr 10 mos · Gurgaon, India · On-site

Managed a team of 125-130 members, ensuring high Rider Satisfaction through continuous performance monitoring.
Led the Free-Bird project, empowering agents to resolve issues directly and suggest process improvements.
Identified automation opportunities for top call drivers, enhancing operational efficiency and reducing call volume.

Customer SupportCustomer Service OperationsOperations Management

Customer Service Team Lead

Sep 2015 – Apr 2017 · 1 yr 7 mos · Gurgaon, India · On-site

Led and managed the in-house order processing team, ensuring optimal performance and efficiency.
Developed team competencies through targeted training programs, fostering a culture of continuous improvement.
Acted as the VOC Custodian, effectively addressing customer pain points by collaborating with various teams to resolve issues.

Customer SatisfactionCustomer Service OperationsCustomer Support

Career44

Business Development Manager

Jun 2015 – Sep 2015 · 3 mos · Noida Area, India

Developed strategic partnerships with global training companies to enhance candidate employability assessments on the career44 platform.
Delivered impactful presentations to colleges and B-schools in Delhi NCR, successfully onboarding students to the career44 ecosystem.
Engaged with potential investors to articulate the business model of career44, leading to increased investment opportunities.

NegotiationContinuous ImprovementChannel SalesBusiness Development

Mphasis

Nestor & Customer Experience Representative

Oct 2014 – Jun 2015 · 8 mos · Noida Area, India · On-site

Provided comprehensive support to new advisers, ensuring a seamless transition from training to operational roles.
Collaborated with the premium customer experience team to achieve 100% resolution rates for customer inquiries.
Managed escalations effectively, resolving issues within 24 hours by liaising with senior management across different circles.
Contributed to achieving high satisfaction scores in the premium segment, enhancing Airtel's customer loyalty.

Peace and conflict studies

Field reasearcher

Jun 2013 – Jul 2013 · 1 mo · Jammu And Kashmir, India · On-site

Conducted in-depth field research analyzing the political economy of conflict zones in Kashmir.
Engaged with over 100 ex-militants and separatist leaders to gather firsthand insights.
Evaluated the impact of government reform policies, revealing systemic failures in the region.
Contributed to the understanding of local grievances and the ongoing struggle for autonomy.

ResearchQualitative ResearchAnalysis