1 - Head Count of Customer service Process: 180 CCE, 12 TLs, 2 AMs, 1 Manager to take care of 15000 Call Volume Per Day and UAE Based telecom collection with seat of 100 (6 TLs, 2 – A.Ms.2- Taking care of SL% AL% Shrinkage, Attendance, Attrition, AHT, Login Hours, AHT, Call Failed %, Connect %, Login hours Compliance, Schedule Adherence Compliance, Quality, Call ACPT, Training Batches, Forecasting, Hiring, call calibration, BQ, Stank Ranking, Reviews (Weekly, monthly and Quarterly)3- Service Level - Must take care of Service Level 95% by keeping shrinkage at lower side, managing breaks at <=10% keeping AHT at lower side Shrinkage – Need to keep it as 14% Planned and 6 % Unplanned, in order to maintain it we must keep talking to agents, make good connection, always should have leave planner.4- Attrition – In order to minimize the attrition, we try to connect with agents for their concern related to organization or process, do one on one session with the people in RED in Rag data.5- AHT – In order to reduce AHT, we provide real time supervisor support, take escalation calls, TLs do audit their long calls of outliers only. Login Hours – We ensure agents are doing login timely and breaks are not exceeding for more than an hour so that their login hours get completed.6- Take reviews for Day – 1 performance, Weekly, Monthly and Quarterly.

Managing Flipkart Customer Service | CMB | CX | Customer escalation | Client Management 1- Handled 546 CCE count most a time of BBD (Flipkart2- Taking care of SL% NSL% Shrinkage, Attrition, AHT, Login Hours, AHT, Call Failed %, Bad SSI, Connect %, Login hours Compliance, Schedule Compliance, CSAT, RR, Quality, Call ACPT, Training Batches, Hiring, Call calibration, BQ, Stank Ranking,3- Must take care of Process shrinkage which should not be more than as overall.4- Must ensure that calls are being answered at 95 % within 120 sec. threshold + SL or =>110% FD (RnP) Need to plan forecast vs agents scheduled count.5- AHT should be controlled to meet SL / Maximum FD6- If calls are in queue need to make sure NSL 95% (RnP) is met.7- Post shrinkage HC needs to be met against Required HC for interval. Offer vs Capacity numbers needs to be matched8- Must take care of manpower planning, predictive commitments. Since its WFH needs to make sure agents are not logged out between. Take care of login hours’ compliance that should be =>98%.9- Schedule adherence needs to be taken care of at =>95% Must ensure every interval NSL is met, or FD is coming >105% CSAT needs to be taken care of at =>88% (RnP)10 - Return accuracy needs to take care of at =>95% (RnP) No return should be closed at =>95% (RnP)11- Post Policy =>95% (RnP)12- TOA should be minimum =>95% (RnP)13- SPO should get closed at mini. =>95% (RnP) Call failed should be below <5%14- BAD SSI should be below <5%15- AHT should not go above 280 Sec. (>60 D Tenured), 300 Sec. (>30-60 D), 350 Sec. (<=30 D) DSAT and RR audit compliance should be done 100%16- BAU audit should be done by TL, of BQ performance.17- BQ performance taken care by dedicated TL and SME for the support. BQ Performance get to be reviewed by Client as we as Me.18- Analysis will be done how many agents were there and at present in A, B, C, D Category. BQ audit requires extra attention, extra number of audits from BAU.

MHD - Merchant Help Desk- Inbound Customer Service, Email and Escalations

Worked for Oyo Process- Insight Sales, Customer Service, Escalations

Worked for Aircel,Snapdeal And MMT ( Make My Trip )