Experience

Dvara SmartGold

• India
• Financial Services
• 1 - 100 Employee

• Assistant Operations Manager

  • Sep 2019 - Present

  Responsible for handling day-to-day business operations with external and internal stakeholders. Customer-first attitude: always on toes to lessen the pain point of customers. Coordinate with Partner teams and handle escalation on a day-to-day basis to provide prompt resolution to the customer. Handle Addressing internal queries, data requirements, and escalations. Meet SLA guidelines in reconciling daily MIS transactions and other manual reports. I am working with cross-functional teams, where immediate constituencies include the finance, business, Customer Service, and product teams. Identifying areas of operations that require technological intervention and coordinating with stakeholders to implement technical solutions. Monitoring transaction success rate and regularly analyzing data. Reconciliation of customer transactions with Razorpay report. An Awarded employee of the year in 2020. Show less



ZAR JEWELS PRIVATE LIMITED

• Mumbai Metropolitan Region

• Customer Relationship Management Manager

  • Dec 2015 - Sep 2018

  Order Department: Handle 10 executive teams. Conducting team huddles, monitoring team, and giving feedback for same. Training and development of new joiners to the team and making them familiar with the process. Use the team effectively and appropriately. Setting up standardized key role objectives and parameters for performance to be mapped. Solving queries of team members. Process / Review KRA Design and implement effective processes to achieve SLA. Mapping productivity of the team. Ensuring the cases are allocated on a timely basis. Discussion on errors and escalated with team members on weekly basis. Contribute to team efforts by accomplishing related results as needed. Ensure delivery happened within TAT. Handle final escalation from customer and sales team. Cross sale as per forecast. PPC: Monitoring of orders aging. Monitoring clearance of moving bottlenecks. Monitoring the time delivery as per the commitment. Monitoring the delays in delivery and ensure to escalate it on time Forecasting the following a) Possible no work. b) Idle Time. c) Overtime. d) Ensure minimum 7 days forecast is in place. Analyze the present order trend and release orders to the jewelry rolling department based on the same to ensure a smooth flow in production. Ensure a contingency plan is always ready Daily review of plan and action to be taken based on deviations Production Support: Implement FIFO system in wire department as well as machine control. Implementation of barcode system in the factory to track urgent orders. Implement a TAG removal system in machine control to save time in the rhodium department. Numbering on khila to reduce time in khila department. Implement design number inside bangle to reduce order removal time from the order department. Maintain an exhibition order tracker to track exhibition orders. Manpower and machinery requisition. Implement CAPA in the factory. Attend IIJS exhibition Data Analysis Show less