Open to opportunities

Charu Rastogi

@charurastogi

Message

Inclusive and experienced professional

India

Message

What I'm looking for

Seeking a challenging role that leverages my expertise in operations management, customer experience enhancement, and process improvement to drive business growth and excellence.

As a seasoned professional with 22 years of global experience across Telecom, eCommerce, and BPO industries, I have developed expertise in managing large-scale operations, enhancing customer and employee experience, and driving process improvements. My skills in International Operations, People Management, Change Management, and fostering continuous improvement have enabled me to make a significant impact in my previous roles.

Throughout my career, I have demonstrated my ability to lead cross-functional teams, drive strategic partnerships, and develop risk assessment and quality assurance processes. My passion for Diversity, Equity, and Inclusion (DEI) has led me to introduce and manage DEI programs, including Women Leadership Program (WLP) and Men as Allies (MAA) Trainings.

I am a results-driven professional with a proven track record of achieving exceptional connections scores, process excellence, and KPI management. I am committed to continuous learning and have completed certifications like Amazon CATAPULT Program – Harvard Business Publishing Corporate Learning.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager

Current

Amazon

Sep 2019 - Present (5 years 8 months)

Managed APAC and US operations for Executive Chair Response (ECR) and Sales support for Amazon Business wing, serving corporate customers across India, Japan, and North America.

Operations Management Process Improvement Change Management Team Leadership Risk Assessment Quality Assurance

Customer Service Manager

Amazon

Jul 2017 - Sep 2019 (2 years 2 months)

Played a key role in launching the Noida site, a captive unit operating 24/7 for USA, UK, and India regions for Amazon.com.

Equity Training Retention Performance Management

Deputy Manager - Customer Experience Management

Tata Indicom Ltd

Nov 2015 - Jul 2017 (1 year 8 months)

Managed escalated desks and appeals, coordinating with telecom authorities to resolve customer concerns.

Customer Experience Management Escalation Management Telecom

Assistant Manager - Revenue Enhancement & VAS

Tata Docomo

Nov 2010 - Nov 2015 (5 years)

Managed TRAI-compliant IVR systems and vendor management for upselling value-added services.

IVR Vendor Management

Assistant Manager - Business Excellence

Virgin Mobile India Ltd

Feb 2008 - Nov 2010 (2 years 9 months)

Led process engineering, product UAT, and cross-functional communication for new product launches.

Product UAT Cross Functional Communication Product Launches

Sr. Executive - Customer Service Delivery

Bharti Airtel Ltd

May 2003 - Feb 2008 (4 years 9 months)

Managed inbound call center operations, including vendor management and service delivery for postpaid and prepaid services.

Service Delivery Call Center Operations Vendor Management

Customer Service and MIS Executive

Standard Chartered Bank

Jul 2002 - May 2003 (10 months)

Managed customer service and MIS operations.

Customer Service Operations

Education

Degrees, certifications, and relevant coursework

DOEACC

Post Graduate Diploma, Computer Applications

2002 - 2006

Completed a Post Graduate Diploma in Computer Applications, focusing on various aspects of computer science and applications, preparing for a career in technology and operations management.

Dayal Singh College, Delhi University

Bachelor of Commerce, Commerce

1999 - 2002

Earned a Bachelor of Commerce degree, gaining foundational knowledge in commerce, finance, and business management, which supports a career in operations and management.