---
title: "Harish Rawat - Team Lead- Merchant trainer & tech support in Jaipur | Tal"
description: "Meet Harish Rawat, Team Leader | SaaS Operations | Team Management | Product Training | Process Improvement based in Jaipur."
image: "https://tal.club/meet/harish-rawat/share-image"
---

# Harish Rawat on Tal

## Headline

Team Leader \| SaaS Operations \| Team Management \| Product Training \| Process Improvement

## About

Results\-driven Team Leader with 5\+ years of experience in SaaS Operations, Customer Success, Product Training, and Retail Management\. Currently working at petpooja, leading a team of 10–15 members across Rajasthan and managing end\-to\-end operations including onboarding, escalations, and customer retention\. Experienced in handling customer lifecycle management, team performance tracking, SLA adherence, and cross\-functional collaboration with Sales and Support teams\. Skilled in: • Customer Success & Escalation Handling • SaaS Product Training • Team Management & KPI Tracking • Process Improvement • LeadSquared, Zoho & MS Excel 🏆 Awarded for Customer Satisfaction Excellence & Highest Retention\.

## Location

Jaipur

## Work experience

Team Lead\- Merchant trainer & tech support at Petpooja, Apr 2024 \- Present · 2 yrs 3 mos, On\-site, \- Leading a team of 10–15 members and managing daily operations across Rajasthan region \- Handling end\-to\-end customer lifecycle including onboarding, training, escalation management, and retention \- Acting as the primary point of contact for critical customer issues and ensuring timely resolution \- Managing ticket assignment, workload distribution, team schedules, and daily planning activities \- Monitoring KPIs such as SLA adherence, ticket resolution time, team productivity, and customer satisfaction \- Conducting daily team meetings, training sessions, evaluations, and performance reviews \- Collaborating with Sales, Support, and Management teams to improve onboarding and operational efficiency \- Implementing process improvements and ensuring smooth execution of operational workflows \- Managing customer escalations effectively and converting negative customer experiences into positive outcomes \- Working on LeadSquared, Zoho, and MS Excel for reporting, ticket management, and operational tracking

Senior Merchant trainer at Petpooja, Apr 2023 \- Mar 2024 · 1 yr, On\-site, \- Supervised and guided a team of 5–10 trainers to ensure smooth training operations and quality delivery \- Conducted online and on\-site product training sessions for merchants across India \- Managed customer onboarding and ensured smooth implementation of POS and retail software solutions \- Resolved customer escalations and provided quick support for operational and technical queries \- Coordinated with Sales and Support teams to ensure seamless client handover and onboarding experience \- Assisted team members in handling complex customer issues and improving training quality \- Maintained training reports, performance tracking, and daily operational updates \- Delivered training on billing software, inventory management, HRMS, payroll, and retail operations \- Worked on tools like LeadSquared, Zoho, and MS Excel for reporting, ticket handling, and coordination

Merchant trainer & tech support executive at Petpooja, Jan 2021 \- Mar 2023 · 2 yrs 3 mos, Jaipur, Rajasthan, India, \- Conducted product training sessions for merchants through virtual meetings, calls, and on\-site visits across multiple locations \- Managed customer onboarding and ensured smooth implementation of POS and retail software solutions \- Handled customer queries and ticket\-based support through Zoho and email coordination \- Provided training on billing software, inventory management, reporting, HRMS, payroll, and retail operations \- Assisted merchants with software setup, hardware configuration, barcode printer setup, and networking support \- Coordinated with customers to schedule training sessions and ensure successful onboarding experience \- Maintained SLA compliance and ensured timely issue resolution with high customer satisfaction \- Collaborated with internal teams for smooth execution of merchant onboarding and operational support \- Managed multiple virtual training sessions and client interactions across India

Store Manager at The Waffle Co\.\- TWC, Dec 2019 \- Dec 2020 · 1 yr 1 mo, Delhi, India, \- Managed end\-to\-end store operations including staff supervision, inventory management, and customer service \- Led daily store activities ensuring smooth operations, proper shift planning, and service quality \- Handled billing operations, daily sales reporting, cash management, and vendor coordination \- Managed inventory levels and reduced operational issues through proper stock monitoring \- Supervised team members, assigned responsibilities, and ensured efficient workflow management \- Resolved customer complaints effectively and maintained high customer satisfaction standards \- Improved store performance through better customer experience and operational coordination \- Ensured cleanliness, operational discipline, and adherence to company standards

Business Development Executive at TRIUMPH ORGANIZATION, Jan 2019 \- Nov 2019 · 11 mos, Jaipur, Rajasthan, India, \- Managed direct sales and marketing activities including lead generation, client interaction, and product promotion \- Built and maintained strong customer relationships through effective communication and follow\-ups \- Identified customer requirements and provided suitable solutions to improve conversion rates \- Conducted field sales activities and supported business development initiatives \- Consistently achieved assigned sales targets through negotiation and customer engagement skills \- Coordinated with internal teams to ensure smooth customer onboarding and service delivery \- Gained hands\-on experience in customer psychology, objection handling, and relationship management \- Maintained sales reports and tracked daily activities to improve performance and productivity

## Education

Bachelor of Commerce, Veer Narmad South Gujarat University \(VNSGU\), Surat

[View the original profile](https://tal.club/meet/harish-rawat)

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