Experience

MattsenKumar LLC

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Assisstant Manager_Operation

  • May 2018 - Present

  • To run various Flipkart processes for Online Catalogue Management i.e. MPQC (Market Place Quality Check), Edit QC, Retail QC. To meet and exceed client expectations• Handling a team of 120 Catalogue Verifiers at Gurgaon and Jaipur along with 8 Team Leaders and 6 SME• To meet various benchmark set by client like APT (Average process time) of feeds, feed processing TAT for various tiers of sellers (Gold, Silver and Bronze sellers)• To make sure that the team achieves Quality target of 95% for Catalogue verification• To ensure that the feeds with errors are tagged and highlighted to client for resolution• To maintain various internal SLA like Attrition, shrinkage, schedule adherence and occupancy• To take part in Weekly Business Review with client and to discuss teams’ performances• To take review of Team Leader to discuss the performance of their respective teams. To discuss Highlights and Areas of opportunity to improve the process.• To prepare monthly PBI (Performance Bonus Incentive) of the team



Industrybuying.com

• India
• Internet Marketplace Platforms
• 300 - 400 Employee

• Assistant Manager - Customer Care, Customer Service

  • Nov 2015 - Nov 2017

  Assistant Manager - Customer Service, Customer Care. Taking care of all the 3 spheres of Customer service i.e. Operation, Training and Quality. Handled Inbound, E-Mail, Outbound, Social Media, Chat, Outbound, Consumer forums and NDR teams. Operation Taking pre and post shift briefing sessionsMaintaining punctuality in team. Timely log-in and log-outAchieving various SLAs like AHT, Hold Time, Break timeQueue monitoring and accordingly work allocation. Taking escalation callsManaging roster, attrition and shrinkage.Maintaining floor discipline and schedule adherenceFollow up on customer grievances with other teams in order to achieve higher customer satisfaction.One on One review and appraisal sessions with team members.To make sure that all the applications like CRM and IVR are up and working fine and to follow up with the Service Providers in case of any concern.To run projects and share innovative ideas in order to bring process improvement.To interview and hire new associates.QualityPerforming transactional audits and sharing constructive feedbacksY-Jack auditing Conducting mock calls and certificationsPerforming dipsticks and test calls.TrainingImparting training to new joinees as well as existing populationPreparing TNI and delivering refresher sessionConducting PKTPre an Post session performance evaluation



Jabong

• India
• Apparel & Fashion
• 500 - 600 Employee

• Assistant Team Leader - Quality

  • Dec 2011 - Nov 2015

  Assistant Team Leader - Quality team. Team management and team handling. Along side Quality, also worked for Operation and Training. QualityHandling a team of Quality Auditors.Conducting Calibration with Quality, Training and Operation teamQnQ audits and feedback with the respective team membersTransactional audits and feedbackSetting audit targets for associates based on their quality scoresPreparing Roster, managing shrinkage and attritionPerforming Mock Calls, Certification and feedbackY-Jack auditing and test callsOne on One review and appraisal sessionsTrainingPreparing TNI report and delivering sessionImparting training to new joinees along with existing populationPreparing PKTGiving refresher sessions.OperationMonitoring Queues and work allocationTaking escalation and forwarding the issues to the concerned departments.Performing UATRunning projects to improve process and value add to the process.



Tech Mahindra

• IT Services and IT Consulting
• 700 & Above Employee

• Quality Analyst

  • Apr 2010 - May 2011

  Worked as Quality Analyst. Also, worked for Operation and training teams.Quality Transactional audits and feedbacksConducting mock calls, CertificationMaking test calls and Y-Jack auditingPerforming DipsticksAttending calibration sessions with Internal teams and clients.Process and Quality improvement.Sharing innovative ideas to enhance customer satisfaction and also to reduce call volume at Customer Care centerOperationClient meeting and management.Queue management and work allocation.Achieving various SLA like AHT, ring time, hold timePreparing roster and managing shrinkage and attrition.Taking pre and post shift briefing sessionsMaintaining punctuality in team. Timely log-in and log-outTrainingImparting training to new associates as well as existing populationPreparing TNI and delivering sessionsConducting PKT



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Quality Analyst

  • Sep 2007 - Apr 2010

  Worked as Quality Analyst for captive unit. Also, interacted with Business partners for outsourced unit.Auditor for Prepaid, Postpaid, Retention and Sales teams.Captive unitTransactional audit and feedbackY-Jack auditing and feedbacksPreparing TNI and delivering sessionsConducting dipsticks and PKT Customer satisfaction and C-Sat improvement.Conducting Mock calls and certificationsFor Outsourced unitMeeting with Service partnersEnsuring Quality related SLAs are achievedConducting Calibration session with service partner teamsPerforming QnQ and sharing feedbackFind process gaps and bridge them up.