Experience

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  Autofy

  • India
  • Motor Vehicle Manufacturing
  • 1 - 100 Employee

  • Assistant Category Manager

    • Sep 2023 - Present

  • Customer Success Manager

    • Aug 2022 - Sep 2023

• 

  Gigzman

  • New Delhi, Delhi, India

  • Building Gigzman

    • May 2022 - Jul 2022
    • New Delhi, Delhi, India

    Managing day to day operations such as :1. Onboarding New Projects through various channels such as (LinkedIn, Justdail Etc)2. Monitoring projects to make sure they are on schedule and giving regular updates to themanagement.3. Ensuring that the projects are executed on time within acceptable cost.4. Managing healthy relationships with Clients, agencies & vendors and onboarding new as well.5. Talent management : finding the right talent for the team and for various projects.

• 

  freshOk

  • India
  • Food and Beverage Services
  • 1 - 100 Employee

  • Team Lead - Customer Experience

    • Nov 2021 - May 2022

    1. Responsible for handling daily operations & team management along withteam performance management, which includes planning, training the team,strategizing, process execution driving the KPIs and reporting of assignedprojects across different verticals.2. Implemented ambitious customer satisfaction goals and hired, trained andbuilt a strong team single-handedly to effectively deliver the best & satisfyingfor all customers.3. Developed the strategic plans and process of customer retention.Implemented process of call-backs to attrition customers as part of theretention programTech and Operations.1. Managing the App Homepage on JSON and aws2. Managing the Push Notification with Latest content and creative onfirebase.Projects Handled and Impact1. Improved Customer Retention from 60% to 75%.2. First Contact Resolution for inbound process from 75% to 95%3. Developed Whatsapp Bulk Marketing Campaigns for customer acquisitionContributed to an 80% sales increase.4. Conducted Town hall meetings and direct reported to the Founder.5. Represented The Brand to many events as well as Spokes person of TheBrand.6. Build tech driven support by onboarding The IVR System to the platform andWhatsapp API system.

  • Sr Executive Customer Experience

    • Jul 2021 - Oct 2021

    1. Dealing with customer's complaints and queries providing them the firstcontact resolution.2. Coordinating with teams for End-to-End Order status from dark store(warehouse team) and supply team.3. Managing product-related, fulfilment-related or process-related queries fromthe customer that occur on the platform.4. Manage upset customers, conflicts and challenging situations Deliveroutstanding service and Helped company attain the highest customer serviceratings.

• 

  Jubilant FoodWorks Ltd.

  • Guest Delight Associate

    • Nov 2019 - Jun 2021