Open to opportunities

Rohit Sagar

@rohitsagar

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I lead e-commerce operations teams, improve SLA performance, and resolve client escalations across support channels.

India

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What I'm looking for

I'm looking for an operations or partner-support role where I can lead teams, improve SLA and KPI performance, resolve client escalations, and strengthen processes through planning, training, reporting, and cross-functional coordination.

At RiseOTB, I supervised 150+ associates across multiple teams, supporting Team Leads and SMEs to deliver on-floor performance, KPIs, and SOP compliance.

I've managed US client inquiries and escalations through omnichannel support, conducted QA and process-training sessions, and handled staffing, forecasting, interviews, attendance, and resource planning. I also prepared weekly and monthly performance reports while sharing operational best practices across departments and shifts.

Previously, I managed blended voice and email support for Snapdeal sellers at Teleperformance and delivered project planning, stakeholder reporting, vendor coordination, and client communication as a freelance Project Manager at GradeUp.

Experience

Work history, roles, and key accomplishments

Assistant Operations Manager

RiseOTB

Jun 2020 - Mar 2026 (5 years 9 months)

Supervised multiple teams of 150+ associates, ensuring on-floor performance and adherence to SOPs. Addressed US client escalations, conducted QA sessions, and managed staffing and resource planning.

Salesforce Jira ServiceNow SLA Leadership Team Coordination Client Servicing People Management Staff Planning Vendor Management International Operations Technical Training Analytical Skills Quality Analysis Problem Solving Performance Management Documentation And Reporting

Freelance Project Manager

GradeUp

Apr 2020 - Aug 2021 (1 year 4 months)

Developed comprehensive project plans and collaborated with cross-functional teams to define scope and objectives. Interfaced with clients and generated status reports for stakeholders.

Project Planning Cross Functional Collaboration Task Delegation Reporting Analytical Skills

Senior Executive

Teleperformance

Nov 2019 - Mar 2020 (4 months)

Managed blended support operations for voice and email channels, assisting Snapdeal sellers. Investigated reimbursement requests, handled dispute management, and managed order processing and logistics.

Voice support Email Support Dispute Management Order Processing Logistics Management Documentation Quality Standards

Quality Engineer Intern

Navyuga Engineering Company

Apr 2019 - Sep 2019 (5 months)

Supported execution of routine quality tests and maintained records of quality standards. Contributed to quality reports and upheld safety regulations.

Quality Assurance Documentation Reporting Safety Compliance