Drive regular performance analyses and audits, identifying trends andpresenting data-driven insights to senior management, leading tostrategic decisions that boosted operational efficiency by 20%.•Administered a team of 20-25 CREs as Team Lead, assisting in theefficient resolution of customer queries, achieving a 95% accuracy ratein projects.•Delivered daily actionable insights on shrinkage, schedule adherence,refreshers, training, EWS, and VOC review, leading to… Show more Drive regular performance analyses and audits, identifying trends andpresenting data-driven insights to senior management, leading tostrategic decisions that boosted operational efficiency by 20%.•Administered a team of 20-25 CREs as Team Lead, assisting in theefficient resolution of customer queries, achieving a 95% accuracy ratein projects.•Delivered daily actionable insights on shrinkage, schedule adherence,refreshers, training, EWS, and VOC review, leading to effectiveescalations handling, recommendations for improvement, leading to a15% improvement in SLAs Show less

Successfully managed 15-20 team member.Analysis of process dashboards, team performance reports, RCA,initiating appropriate meetings/presentation plans for problems.•Conduct weekly audit, both live & remote to identify training sessionand quality session.

 Managing a team of 25 agents for Zomato CD chat process Maintaining all KPI’s as per process requirements Preparing Team Roster and conducting team session Publishing the M-o-M on daily basis Working on the basic hygiene i.e. Late Logins & Early Logouts Conducting Internal & External Calibrations. Sharing the Gauge with the Operations Team Preparing WOR & MOR and sharing the same with the Client Preparing PTG & write up & sharing with the Client… Show more  Managing a team of 25 agents for Zomato CD chat process Maintaining all KPI’s as per process requirements Preparing Team Roster and conducting team session Publishing the M-o-M on daily basis Working on the basic hygiene i.e. Late Logins & Early Logouts Conducting Internal & External Calibrations. Sharing the Gauge with the Operations Team Preparing WOR & MOR and sharing the same with the Client Preparing PTG & write up & sharing with the Client For improvisation on scores conducting JCRs with the team Have also got the JCRs within all the sites after publishing the efficacy with the Senior Management Have also worked on Social Media Escalations. Have converted the Potential ‘No’ customers to Potential ‘Yes’ customers Participates in bi-weekly meetings with the clients and internal operation meetings Preparing daily RCA of Day-1 performance and sharing the feedback to the Agents Sharing process suggestions to the client Show less

Provided detailed product information to customers to support informed decision-making Provided exceptionally high levels of customer service via live chat and phone Prepare team Production tracker and Reported to Team Lead Provide Floor Support as an acting SME in Process in absence of SME Constantly looking for ways to improve processes; Reporting to TL