Head Of Customer Experience

• Jun 2022 - Present

Senior Operations Manager

• Jun 2019 - Jun 2022

• Coordinating with support groups and vendors to ensure that incidents are resolved prior to the breach of SLAs.• Taking part in the leadership team and reports to CEO with the report of analysis shared by the team and represented the projects with the board of Directors.• Assisting in identifying, developing and implementing process improvement initiatives to existing procedures and functions to ensure efficient quality services by the team members.• Managing end-to-end internal communications plans, tactics and outcomes.• Developing and executing creative strategies for communicating to employees, planning the frequency or channels of communication and coordinating stakeholders across different areas of the business and company.• Communicating with clients regarding weekly operations through conference calls.• Handling business KPI’s, KRA’s and other reports based on ART, FRT, SL, AL, APR and DPR. Handling Team of Field Sales in Karnataka Region

Credit Control Manager

• Jan 2019 - Jun 2019

• Involved in maximizing revenue and mitigating credit risk.• Conducting credit checks on new customers, resolving problems in relation to invoice payments, and reconciling complex month-end accounts by doing various customer visits.• Check customer’s credit and approve or deny applications based on company standards and requirements• Maintain accurate records of loans, analyze the effectiveness of the company’s credit control system and implement changes to improve profitability and reduce bad debts• Improve and implement debt collection processes when there are any overdue invoices or payments, and initiate legal procedures if necessary.• Creating procedures and policies that ensure timely payments while maintaining a high level of customer retention.• Designing and implementing an overall risk management process for the organization, which includes an analysis of the financial impact on the company when risks occur.• Managing internal and external stakeholders.• Involved in data analytics and data management. Preparing data for weekly reviews with COO, CFO and senior directors.• Involved in operations and people management, by directly supervising a team of 10 credit controllers in operational high volume environment. Providing management information regarding sub teams performance and targets.

Assistant Operations Manager

• Jun 2017 - Jan 2019

• Handling the entire Flight Cancellation team of Paytm.• Managing a team of 30 members and assisting them to achieve their target and quality percentage.• Managing Customer Support Functions & enhancing Customer Experience for Online Marketplace of Paytm.• Driving force in development of work ethics, culture and values of Customer Service.• Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.• Involved in hiring and training new members.Partner/Vendor Management:• Taking complete care of Concentrix and TBSS flight cancellation process.• Led team defining the partner proposition, contract negotiations, partner-training requirements, and tools, recruiting strategy and engagement procedures and processes. • Successful migration of new business model at partner sites.• Creation of focus groups at partner sites to ensure effective and immediate transition of new updates/processes• Streamlining process requirements for Operational activities• Collaborate with Vendors to manage service level agreement contracts, ensure vendors compliance with Paytm policies and operating procedures including ensuring adherence to contractual requirements and operating procedures and to drive high performance.• Project billing and invoicing management. Validation of invoices, verification of credit and debit notes and finalization of work scope.• Responsible for signing the right mix of vendors, smart pricing, driving margin improvements and operating within strict goals, track, collate and interpret sales figure forecast annual, quarterly and monthly sales revenue.• Conducted financial market study, built RFP’s in alignment with business strategies both tactical and strategic.• Improved the gross profit margin of client over 20%.• Develop a win-win business environment for vendors and Paytm to ultimately provide the best customer experience

Team Leader Operations

• Aug 2014 - Apr 2017

 Handled both analytics and return operations team. Publishing the reports on problematic new launches on weekly basis. Working with Business Analytics team to make certain reports, which will help in improving the process. Working with Business Development team to improve the Smart check performance and showing good business results. Handled 25+ senior executives and assisting the team to achieve all targets like AHT, Quality, and Errors %. Prepare and present weekly analytics reports to the management on process and teams performance. Handled multiple processes like LCT follow-up offline queue, Pilot tech visit projects for MOTO and other brands. Worked for data analytics for RMT. Publishing reports to senior business managers on returns trend and updating the brands with current returns % and major issues. Preparing weekly review deck and Sharing required data with other LOBs for deep dive analysis. Expertise in MS Excel (VLOOKUP, Pivot table, Macros), Reporting, Database management, Data mapping, Data Modeling, Data Extraction, Data Mining etc. SPOC for three pilot tech visit projects. Publishing daily reports for TVS, COW & IQOR projects. Coaching CS associates towards improvement of performance. Conducting monthly 1:1s to motive the associates and help them reach their targets. Using lean concepts and design thinking to solve critical situations. Maintained my composure in challenging situations daily, earning a top rating each month in customer satisfaction and call volumes in the Technical Support Department.  Managing complete escalations on the floor. Handled complete Motorola process and Apple process. Rewarded as best performer for all the consecutive quarters. Rewarded as Best Team Leader for maintaining the resolution rate, Attrition and Shrinkage of the team.

Subject Matter Expert (SME)

• Sep 2013 - Aug 2014

• Worked for Flipkart process.• Achieve assigned targets in sales. Maintaining good SLA’s.• Attending customer grieves on their purchase through inbound and outbound calling.• Collaborated with the team to perform various administrative tasks. Conducting pre and post shift briefing for the team.• Share and inform process updates on time to the entire team. • Document the information with proof and generate various reports as per management and client needs.• Acting team leader for 20 member’s team. Maintaining strategies to reduce absenteeism and attrition.• Provide floor support and take escalations .Ensure team meets the line adherence, and update attendance tracker.• Led and trained several teams on specialized projects across offices in how to increase and maintain productivity and quality in their work.