Experience

Namshi.com

• United Arab Emirates
• Retail
• 700 & Above Employee

• Global support

  • Apr 2021 - Present

  Dubai, United Arab Emirates • Key responsibilities also includes managing team which is the combination from India and DXB operations • Identifying key pain and gain areas and coordinating with the dependent teams to improve service level/TAT • Responsible for reviewing and evaluating reports on service performance and achievements on a regular basis • Accountable for ensuring continuous process improvement and empowering L1 team to provide above par excellence in service, which indeed will increase FCR and… Show more • Key responsibilities also includes managing team which is the combination from India and DXB operations • Identifying key pain and gain areas and coordinating with the dependent teams to improve service level/TAT • Responsible for reviewing and evaluating reports on service performance and achievements on a regular basis • Accountable for ensuring continuous process improvement and empowering L1 team to provide above par excellence in service, which indeed will increase FCR and reduction in L2 tickets • Accountable for Service levels and other operational metrics, which includes AHT, FCR, TAT adherence, Quality, login hours, break adherence, etc • The key responsibilities work force management also includes maintaining historic data and trending, producing accurate volume forecasts, and managing real-time behaviors such as adherence, occupancy, utilization • Responsible for creating SOP's and to modify basis the requirements • Having an overview on Quality parameters Includes NPS and CSAT Show less



udaan.com

• India
• Technology, Information and Internet
• 700 & Above Employee

• Team Lead B2B

  • Jun 2019 - Mar 2021

  Bengaluru, Karnataka, India • Develop service procedures, policies and standards • Analyze statistics and compile accurate reports • Keep ahead of industry’s developments and apply best practices to areas of improvement • Was provided an opportunity to head various projects and was responsible to provide detailed analysis about the project



Swiggy

• Software Development
• 700 & Above Employee

• Team Lead

  • Jan 2018 - Jun 2019

  Bengaluru Area, India • Handling chat support team where responsibility is to maintain FRT, AHT, CSAT along with CE & Compliance. • Took over Email process where I was in charge to reduce response time, with a greater number of ticket closure by maintaining quality parameters. • Piloted the Escalation Desk for Chat support, where the goal was to minimize social media escalations. • All mandatory training completed to deadline and understood within given timescales • Monitoring and coaching staff to… Show more • Handling chat support team where responsibility is to maintain FRT, AHT, CSAT along with CE & Compliance. • Took over Email process where I was in charge to reduce response time, with a greater number of ticket closure by maintaining quality parameters. • Piloted the Escalation Desk for Chat support, where the goal was to minimize social media escalations. • All mandatory training completed to deadline and understood within given timescales • Monitoring and coaching staff to improve performance and effectiveness Show less



HGS - Hinduja Global Solutions

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Team Leader (Telecom Industry)

  • Jan 2016 - Dec 2017

  Bengaluru, Karnataka, India • Handling Customer Excellence Experience Team dedicated to enhancing customer experience and to resolve critical escalation cases. • Identifying and highlighting process challenges to client and suggesting resolution for easy workflow. • Developing leadership skills among team to help them move to next level • Handling Service Resolution Desk dedicated to high level escalation from internal and external sources. • Responsible for client level escalations and dealing with high… Show more • Handling Customer Excellence Experience Team dedicated to enhancing customer experience and to resolve critical escalation cases. • Identifying and highlighting process challenges to client and suggesting resolution for easy workflow. • Developing leadership skills among team to help them move to next level • Handling Service Resolution Desk dedicated to high level escalation from internal and external sources. • Responsible for client level escalations and dealing with high profile customers. • Managing 5 desk simultaneously (HCD, IR Desk, Retention Desk, Hourly FCR & SRD) • Implementing new strategy internally and suggesting process changes to client to enhance the customer experience. • Outbound desk to provide end to end resolution with support of back end team. • Managed VIP customers and escalation calls. • Evaluated and identified opportunities to improve process and customer experience. • Resolving escalated cases with the support of back end team and keep posted customer through outbound calls. • Functioned as a team support, guiding new employees through the process and helping to achieve their goals. Show less



Sri Lakshmi Venkateshwara Enterprises

• Management Information System Coordinator

  • Jul 2014 - Dec 2016

  Bengaluru, Karnataka, India • As MIS Analyst, motivating the team with authentic reports (Daily sales, Market shares etc.) to achieve the targets given from HO • Data analytic and MIS for IA Operational activities to assist in the strategic achievement of operational goals and efficiencies within the function • Produce daily, weekly and monthly sales performance reports that will be used by retail leadership to manage sales performance and productivity • Planning and distribution of the team to the respected… Show more • As MIS Analyst, motivating the team with authentic reports (Daily sales, Market shares etc.) to achieve the targets given from HO • Data analytic and MIS for IA Operational activities to assist in the strategic achievement of operational goals and efficiencies within the function • Produce daily, weekly and monthly sales performance reports that will be used by retail leadership to manage sales performance and productivity • Planning and distribution of the team to the respected location basis on their capabilities. • Providing multiple reports ASM/SM which helps to analyze current the market position and set targets for future Show less



Siddhi Enterprises( Coca cloa)

• Account Assistant

  • Jan 2012 - Dec 2014

  Bengaluru, Karnataka, India • As an Asst. Accountant, reporting day to day operational transactions (sales, purchase & delivery) to higher management • Assist senior management in identifying areas where cost savings can be achieved • Assist with the annual audit • Assist financial controller with month end reporting and analysis • Conducting audits on discounts specified to the customers