Robin Raj

Over 14 years of diverse experience across the food & hospitality, insurance and BPO Industry. Began a career in quality assurance and took on multiple roles within the BPO and customer service domains, gaining cross-functional expertise. Currently owning and operating a food catering business in Bengaluru for the past 6+ years, with a focus on quality, customer satisfaction and operational excellence.

Food Catering Business Owner & Operator - Self-Employed - Bengaluru, India

(2018-06)

Owning and operating a food catering business with a focus on quality, customer satisfaction and operational excellence.

Team Lead - KFC (Kentucky Fried Chicken) - Croydon, UK

(2013-03 - 2015-06)

Managed KFC store kitchen with focus on operations and inventory management.

• Managed end-to-end ordering of raw materials, ensuring timely stock availability and optimal inventory levels.
• Implemented product dating systems to track shelf life and maintain food safety standards.
• Supervised chiller and cold storage management, ensuring correct temperature control and proper storage of perishable items.
• Monitored wastage control, implementing FIFO (First In, First Out) and minimizing expired or unused stock.
• Maintained hygiene and cleanliness standards as per CR (Compliance Review) team and food safety audit requirements.
• As a chef ensured high-quality food while maintaining outstanding restaurant cleanliness and hygiene standards.
• Assisted the Restaurant Manager in team development, including planning and conducting training sessions for both new and existing staff.
• Ensured strict adherence to all Health & Safety and Food Hygiene regulations and protocols.

Executive Operations - Policybazaar.com - Gurgoan, India

(2011-02 - 2012-10)

Worked as a Language Barrier Customer Service Representative (Solution Provider) in the Insurance leads department.

• Called and responded to telephone inquiries, providing quality service to customers and associates inquiring about the availability of insurance products.
• Listened attentively to caller needs to ensure a positive customer experience.
• Memorized the company's insurance product offerings and continuously contributed to sales increase for each quarter by communicating product benefits and providing excellent service.
• Recommended solutions within customer budgets and proactively followed up with all leads.
• Validated the leads, assigned it to team members and tracked progress of the same.
• Organized classroom and on the job training sessions for new recruits.
• Prepared and maintained MIS reports to track progress, difficulties and performance daily.

Data Entry Operator / Quality Analyzer - Aviva Life Insurance, through Info Vision Pvt Ltd - Delhi, India

(2007-01 - 2010-04)

Processed documentation of Aviva Life Insurance applications, reviewing details and checking compliance with Aviva standards.

• Reviewed all details in the Application Form provided by Aviva Insurance applicants and checked if they followed Aviva standards and matched with other documents submitted as proof.
• Identified discrepancies and resolved them through extensive interaction with Applicant, Admin Department and other teams using emails, phone calls and other internal software.
• Worked on customer-driven queries regarding status of their application, progress, and changes requested.
• Prepared and maintained MIS reports to track progress, difficulties and performance daily.

Data Entry Operator / Quality Analyzer - M/S Inox Global Service Ltd - Gurgoan, India

(2004-12 - 2006-10)

Processed documentation of Health Insurance of Customers for a US based client, updating and maintaining confidential medical records.

• Updated and maintained confidential medical records of customers in the internal software application of various US based Health Insurance companies.
• Responded to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders.
• Promoted as Quality Analyzer with increased responsibilities of verifying if team members met standards and involvement in four-eye checks.
• Prepared End of the Day status reports for the entire team.

B.A. - Nagaland University (2007 - 2010)

12th Standard - National Institute of Open School (2003 - 2004)