Experience

Zaggle Prepaid Ocean Services Pvt. Ltd.

• Operations & Customer Service - Manager

  • Jan 2017 - Present

  Bank Card Activation Processing:• Timely PAN India Activations via Card Loading within cutoff period.• Validating the details of the Clients and Updating KYC in the records.• Co-coordinating with Finance Team for timely fund transfers for Master & Visa card loading• Ensuring due diligence for Bulk Approval from responsible stake holders.• Reconciling Monthly of Visa & Master cards MIS• Publishing Daily Dashboard on Card Activations to PAN India Team Call Centre… Bank Card Activation Processing:• Timely PAN India Activations via Card Loading within cutoff period.• Validating the details of the Clients and Updating KYC in the records.• Co-coordinating with Finance Team for timely fund transfers for Master & Visa card loading• Ensuring due diligence for Bulk Approval from responsible stake holders.• Reconciling Monthly of Visa & Master cards MIS• Publishing Daily Dashboard on Card Activations to PAN India Team Call Centre Management• Adherence of Process SLA (Abandon calls, Ageing ,FTE counts, AHT)• Weekly and Monthly reviews conducted to enhance customer experience & control the process gaps.• Handling Vendor Management end to end Activities including Billing Process• Conducting Training Programs on Product & Processes launched • Managing the Hiring, Profiling & Certification Process of the Contact Centre Agents• Built Smart & First Time Resolution Oriented Communications at CC.• Implemented Customer Service Delight Program at Contact Centre in order to enhance the brand value and NPS.• Managing Quality Adherence for Contact Centre Market place (B2C)• Responsible for end to end order fulfillment for all Seller Central platforms (Amazon, Ebay, Shopclues & Snapdeal)• Responsible for logistics & stock management across all platforms.• Monitoring TATs, Quality and SLA adherence • Ensuring business hygiene like client/ vendor POs/ timely submission of invoices/ collections etc.• Closely monitoring fraud & refund cases.• Responsible for publishing MIS reports for B2C Orders fulfillment report, stock report, dispatch report , refund report, invoice and monthly productivity MIS to analyze overall team performance. • Timely team review, skip levels and strategizing PIP Show more Show less



Neulife Nutrition Systems

• Assistant Manager -E-Commerce Customer Care

  • Aug 2014 - Jan 2017

  • Handling Customer Queries, Requirements, Complaint and Feedback• Handling Social Media, WhatsApp & Live Chats (Zopim)• Training & Managing Team with New Product Launches, Outbound Sales Targets, Abandon Carts, Stock Liquidation & Order Confirmation Calls.• Monitoring TATs, Quality and SLA adherence • Handling Senior Management Escalated Cases• Handling Fraud & Forgery Issues.• Running New Projects for Service Excellence• Service Enhancement for E Commerce… • Handling Customer Queries, Requirements, Complaint and Feedback• Handling Social Media, WhatsApp & Live Chats (Zopim)• Training & Managing Team with New Product Launches, Outbound Sales Targets, Abandon Carts, Stock Liquidation & Order Confirmation Calls.• Monitoring TATs, Quality and SLA adherence • Handling Senior Management Escalated Cases• Handling Fraud & Forgery Issues.• Running New Projects for Service Excellence• Service Enhancement for E Commerce • Setting Process SOP and Process streamline parameters • Preparing Response Templates for the Contact Centre Team• Handling Hiring & Recruitments for Contact Centre • Defining Monthly KRAs, Appraisal and Incentive Plan for Contact Centre• Preparing / Publishing Daily MIS & Dashboard for Sales, Refunds, Agent Performance, and Cancellation of Orders etc.• Weekly Reviews of Inbound & Outbound Calls handled by Contact Centre for Service & Quality Improvement. Show more Show less



Kindcare Services (UK) Ltd.

• Sr. Business Development Manager (B2B SALES)

  • Jun 2013 - Aug 2014

  • Meeting Monthly Sales Target• Transition of Projects• Managing Client Interaction and Deal Negotiations • Monthly reporting & presentation• Advertising & Marketing through email campaigns, advertisement & events.• Managing Vendor Billing Processes• Service management after sales.• Drafting of Vendor Legal Contract & Agreements• Forecast Report of Future Sales Projects• Business Planning & MIS Reports• Coordinate with Operation team to ensure optimum… • Meeting Monthly Sales Target• Transition of Projects• Managing Client Interaction and Deal Negotiations • Monthly reporting & presentation• Advertising & Marketing through email campaigns, advertisement & events.• Managing Vendor Billing Processes• Service management after sales.• Drafting of Vendor Legal Contract & Agreements• Forecast Report of Future Sales Projects• Business Planning & MIS Reports• Coordinate with Operation team to ensure optimum delivery to existing clients• Managing end to end sales and service. Show more Show less



WNS Global Services

• Assistant Manager – Collection, Sales & Email Process

  • Jul 2008 - Jan 2013

  Process Name – Centrica (UK)Profile Activities: • Meeting SLA targets for the process• Client interactions and meetings• Manage client escalation• Manage skip level meetings and one on ones• Provide coaching & feedbacks to required agents• Coordinate with the quality team for constant updates and process improvement• Monitor performance of the agents on the floor• Handle retention of the process• Ensure smooth work at all given time• Interviewing… Process Name – Centrica (UK)Profile Activities: • Meeting SLA targets for the process• Client interactions and meetings• Manage client escalation• Manage skip level meetings and one on ones• Provide coaching & feedbacks to required agents• Coordinate with the quality team for constant updates and process improvement• Monitor performance of the agents on the floor• Handle retention of the process• Ensure smooth work at all given time• Interviewing candidates for the process• Manage absenteeism of the entire floor• Incentive structure for agents• CSAT AnalysisProcess Name – Avon Cosmetics (UK)Designation: Team leader – Collection, Sales & Voice ProcessDirect Reporting Team – 18Profile Activities • Meeting SLA of the process (Quality 95%,Daily contacts, Nuisance rate, Spurring recovery rate ,Held order release rate) • Client Interaction / Updates and Meetings• Up selling of new product’s launched• Monitoring performance of individuals and team• Provide coaching and feedbacks to agents• Manage training and client sign offs for the new trainees• Calibrated by clients to handle quality• Designed incentive plan for team• Reports handled: Weekly collection report, Weekly contact rate report, Held order release rate, Billing report, Attendance report, Incentive report, Performance report• Responsible for publishing the KRA at the end of each month• Trained to handle the predictive dialer Show more Show less



Silgates Solutions

• Verification Officer

  • Jul 2006 - May 2008

  • Worked for an Australian sales process• To ensure sales made are legitimate ones • Ensure monthly sale target has been achieved by the team• Responsible for pre shift and post shift briefing



ABN AMRO Bank

• Team Member - Priority Handling Desk

  • May 2005 - Jun 2006

  • Services given to current account holders was carried out with the given TAT• Cash pick up and drop facility• Cheque pick up and drop facility• DD request debit card request, ATM pin request



Icici One Source

• Customer Service Associate

  • Feb 2004 - Feb 2005

  Worked for UK customer service process for the activation of Marks and Spencers credit cards which were Introduced to eliminate fraud provide customer service for the same