Experience

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  Cashify

  • Gurgaon, India

  • Customer Service Operations Manager

    • May 2015 - Present
    • Gurgaon, India

    Cashify is one of the major players in Indian Re-commerce Industry and the official buyback partner of Snapdeal & Amazon.Key Deliverables• Managing 40 member customer support team – roster management, resource allocation planning, conducting interviews & trainings, performance monitoring, incentive and appraisal management• Responsible for the customer escalation handling and complaint redressal• Reduce the failures by ensuring proper and transparent re-quote on devices with condition mismatch• Analyse the trend of customer conversion, lead completion and satisfaction index to provide key business insights• Work in close association with Marketing, Pricing, Business Development and Tech Team for process improvement• Act as a liaison to ensure transparency between the partners and customers for smooth and timely completion of leadsAchievements• Improved the customer conversion from 40% to 80% within 5 months of joining• Suggested the concept of ‘CS Price Bucket’ to improve the conversions by offering a slight improvement on quoted price• Provided key insights for process improvement for various functions by customer feedback & partner pick-up analysis

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  Vatika Group

  • Gurgaon, India

  • Assistant Manager Investor Relations and Corporate Affairs

    • Nov 2014 - Mar 2015
    • Gurgaon, India

    • Yearly Budget Planning for various projects• Target Planning for the month for the entire project for all sites - Gurgaon, Ambala & Jaipur• Ensuring and monitoring the timely disbursal of Demand, Reminder and Final opportunity letter to the clients with regards to payment/instalment• Working on an overdue analysis and Variance report so as to reduce the overdue and better the collection, month on month.• Taking care of the Termination and Cancellation cases which required inter departmental engagement with the Legal, Accounts and CRM team.• Handling a team of Collections which included Executives, Sr. Executives and Team Leaders of different project.• Handling Client escalations with regards to their payment, Possession & Extensions.

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  iYogi Inc.

  • Gurgaon, India

  • Team Leader

    • Jun 2011 - Nov 2014
    • Gurgaon, India

    Key DeliverablesLed the day to day operation of the Customer Service executives from IDP (Identity Pro Secure) & Shop product (Retention)• Responsible for Real Time Queue Management to ensure team meets the stipulated timelines and service level agreements• In charge of leave planning, shift rotation planning and roster management• Generated, analysed & maintained various reports for tracking the Performance/Productivity & Attendance of team members• Conducting calibration meeting with the Quality/Operations and Training Teams & Finance Department• Monitoring the process of Iyogi Customer Registration, Activation & Retention of IDP services on customer’s system• Coordinating and calibrating with the Credit, Non Credit team of IDP Member services and Finance Dept for redressal of various customer escalations • Training and grooming of associates on compliant resolution, process improvement and customer satisfaction• Responsible for Staff Retention, recruitment & performance appraisal. Conducting interviews for process ramp up.Achievements• Improved the retention percentage of Iyogi from 43% to 60% within one month of joining• Took ownership and followed up with Finance Dept to close over 80% of pending refund processing cases• Closed 90% of the pending IDP cases and improved the follow-up contact percentage from 40% to 60% within two months of taking charge of the IDP team • Reduced the overall shrinkage/absenteeism percentage of the team from 14% to 11% by proper planning and prioritization• Reduced the Average Handling Time of the process from 42mins to 32mins in 2months of taking charge of IDP Teams

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  Bank of America

  • Gurgaon, India

  • Team Developer

    • Jul 2006 - Jun 2011
    • Gurgaon, India

    Key Deliverables • Provided training for the new joinees and the other members• Coordinating with Line of Business for New product/Tool launches (Process Application) and conducting up skill training on different products/tools for the processors• Preparing monthly analysis report on Accuracy, Knowledge Test Scores, Error Analysis and making the change in the working to ensure that the same errors are not reported• Conducting 100% Transactional quality check for new joiners.• Conducting Train the Trainer programs and managing new trainers on board• Responsible & Accountable for the flow of two Six Sigma ProjectsHighlights• Took ownership of performing the role of Subject Matter Expert (SME) based on knowledge, policies and procedures• Performed error analysis and created tools to improve the performance of outliers and facilitate communication in team• Settled performance goals for teams and reported their actual performance to line managers• Part of Interact (New developed Banking Software) Pilot team, worked with the Banking team across sites and teams to make this tool a success. Member of core team involved in testing, developing, training and implementation of Interact.• Played a key role in designing SOPs & training aides for FTE's and conducted fortnightly Process Knowledge Tests in order to reduce errors and omissions• Assisted the senior management in completing the Green Belt Project on application routing procedure. Received appreciation from the Global Q&P team for the same.• Trained the agents in Gurgaon as well as on Hyderabad site on APEX – procedural change in the way application requests handled for BOA customers.• Six Sigma Yellow Belt project on removing MUDA from the current business flow. Helped us to process account applications at a faster rate and more efficiently

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  Salient Business Solutions

  • Process Associate for Health Insurance and Billing

    • Sep 2005 - Jun 2006