Chief Operating Officer

• May 2022 - Present

Chief Of Staff & Head of Operations

• Jan 2022 - May 2022

No change in the role. Building Transak with the same passion

Head Of Customer Experience and Operations

• Dec 2020 - Feb 2022

On a mission to make crypto accessible to billions of people across the globe.Managing operations across UK,Europe,US and Asia.Handling company strategy and special projects

Head Of Customer Support and Operations

• Mar 2020 - Dec 2020

Heading the customer support and operations team at BlackbuckDrive C-Sat and overall customer experience strategy at each touchpoints.Drive cost metric across customer support and operations. Streamline process and implement solutions to reduce O2C(Order to contact) ratioReduced Cs cost to unit by 40% by contact reduction, automation and AHT reductionManage daily running of operations, including effective resource planning and implementing strategiesImplement and evaluate relevant performance metrics for managers and agentsWork with product and business stakeholders to improve customer experience Review team performance ,provide feedback and coaching on a regular basis to raise the bar

Customer support and operations Manager

• Jun 2019 - Mar 2020

Built the team from scratch. Worked on building trust and customer first mindsetWorked with category, product and tech to set up SOP Empower the team with tools to be able to deliver world class performanceSet up the right metric at all levels to drive performance and measure themSet up quality standards across teams Built a customer first culture across teamsBuilt reports and VOC to empower product, business to solve customer pain

Customer Service Operations Manager

• Jul 2017 - Jun 2019

Heading the Customer Experience and Travel operations team of 400+ in house and outsourced FTEs.Streamlined process which lead to an Improved onetime% by 30% across verticalsImproved C-Sat by 15% by designing perfect resolution and minimizing knowledge gapCreated reporting and VOC reports helping product , categories and tech to remove friction points and improve customer experience Built a high performing team focused on delivering great customer supportWorked on self serve to reduce customer contactsSet up outsourced vendor as we scaledReview partner performance and work closely to improve answering levels and quality of work

Assistant Manager-Customer Experience

• Jan 2016 - Jun 2017

• Managing Payments, Refunds, Order Management and Proactive customer support team at Flipkart.• Have set up proactive customer experience team leading to 29% contact reduction for back office teams• Have identified and worked with all stake holders to improve C-sat by 26%• Develop and implement customer service policies and procedures leading to a breach % reduction below 10%.• Lead company wide risk management project. Identified huge leakages and created process for recovery and prevention policies.

Customer Service Team Lead

• Oct 2014 - Dec 2015

• Responsible for managing a team of 26 members and driving the performance of the back office L2 support team• Effectively manage shift operations. • Manage all operational metrics (AHT, Shrinkage, Quality scores, Solve%, Maintaining SLA, Attrition management Etc).• Handling Escalation calls of Customers and confirming Customer Satisfaction, track & ensure closure of complaints. • Co-ordinating with the courier vendors/Business Development/Control Towers and support functions to make sure that the TAT is met.

Team Coordinator/Team Leader

• Jun 2013 - Aug 2014

• Managed a team of 15 members in the Operation Department who used to make outbound calls, provide Inbound and chat support to the real estate brokers in USA.• Responsible for ensuring that the team meets and exceeds the client standards for production and accuracy of 98% and above on a consistent basis.• Identify new business opportunities, kaizen, IT enhancements and projects.• Work closely with the Process Excellence and the Six Sigma Black Belt Champions on the project.• Did a sixsigma project that lead to $200k yearly benefit• Run internal Audits and also make sure all documents and reports are maintained with 100% accurate.

Senior Associate

• Aug 2010 - Jun 2013

Associate

• Feb 2008 - Jul 2010