Summary
Overview
Work History
Education
Skills
Timeline
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Rakesh Kasula

London

Summary

A highly motivated and experienced Customer Service Manager (CSM) with 3.5 years of exceptional performance in the Ladbrokes & coral betting industry. A highly motivated and results-driven individual with an exceptional track record in providing effective Team Management services, including the provision of innovative solutions to the customer's needs. A hardworking, resilient, and resourceful person who always strives to achieve the highest standards possible, at any given task whilst also possessing excellent Customer Engagement skills and ability to relate to a wide range of people. I am keen on taking the next step up in my career path by working for an organization which offers the opportunity to develop and utilize existing skills to their full potential within a challenging environment. Keen to work for a reputable organization.

Overview

7
7
years of professional experience

Work History

Customer Service Manager

ENTAIN
02.2020 - Current
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Participated in all aspects consistently to give exceptional customer service. Ensured a great customer journey and resolved complaints and issues when necessary.
  • Maintained high shop standards, taking pride in the shop, and ensuring all colleagues adhere to the company uniform policy and focus on shop cleanliness.
  • Ensured compliance with following:
  • Delivered Ladbrokes coral Retail standards
  • Health and Safety procedures
  • Gold standards
  • Responsible Gambling and Self-Exclusion Guidelines
  • Security procedures
  • Think 21
  • Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
  • Mental settling
  • Cost Control.

Business Development Executive

DATA WAREHOUSE LABS Inc
09.2016 - 01.2019
  • Communicated directly with customers and partners to build strong business networks and relationships.
  • Established and maintained highly effective relationships with clients and industry partners to drive growth.
  • Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
  • Identified business development challenges and customer concerns for proactive resolution.
  • Extensive work Experience on Job Portals like Dice, CareerBuilder, and Monster
  • Solid experience in consultant, employer, vendor negotiation management, sales, and marketing resumes
  • Working directly with end clients’ requirements like Tier1 vendors/Implementation partners
  • Have Direct Contacts with T1 Vendors or Implementation Partners in USA
  • Marketing H1B/Bench Consultants by posting/submitting their resumes on various job boards and requirements
  • Preparing CV and suggesting any modifications required
  • Broadcasting consultant’s profile to Vendors on regular basis
  • Negotiate rate and billing terms and sort out issues in NCA/NDA/MSA raised by legal team with vendors or Implementation Partners
  • Maintaining friendly professional relationships with consultants and making them aware of submissions, vendor/Implementation partner’s calls and client interviews
  • Handling post-interview aspects such as follow-up with vendor for interview feedback, POs Joining and MSA
  • Responsible for full cycle of recruitment and end to end recruitment and Sourcing, Screening profiles through various Job sites and internal database.

Education

Master of Science - Computer Science

University of Bedfordshire
Luton
12.2021

Bachelor of Science - Computer Science

Narsimha Reddy Engineering College
Hyderabad
04.2015

Skills

  • Networking
  • Data Analysis and Reporting
  • Knowledge of Recruitment Practices
  • Administrative Support
  • Ms Excel
  • Basic Troubleshooting
  • Effective Workflow Management
  • Communication and Interpersonal Skills
  • Resilience and Adaptability
  • Ethics and Professionalism

Timeline

Customer Service Manager

ENTAIN
02.2020 - Current

Business Development Executive

DATA WAREHOUSE LABS Inc
09.2016 - 01.2019

Master of Science - Computer Science

University of Bedfordshire

Bachelor of Science - Computer Science

Narsimha Reddy Engineering College

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Rakesh Kasula