Clint Tom Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

*Process design and ownership of new product launches for Swiggy. SME for multiple GTM initiatives.*Process Analysis and Improvement: Maintain detailed documentation of processes, changes, and improvements to ensure consistency and compliance.*Develop and implement change management plans to facilitate smooth transitions during process changes.*Analyze current business processes to identify inefficiencies and areas for improvement.*Develop and implement process improvement strategies using methodologies like Lean, Six Sigma, or Kaizen.*Develop project plans, set milestones, and ensure timely delivery of project objectives.*Collect and analyze data to measure process performance and identify trends.*Collaborate with senior management to identify and prioritize process improvement opportunities.*Develop and implement change management strategies to support process improvements.*Communicate changes effectively to stakeholders and ensure smooth transitions.*Hire, Train and mentor employees on process improvement methodologies and best practices.*Prepare and present regular reports on process performance and improvement outcomes to senior management.*Ensure that all processes comply with relevant quality standards and regulations.*Stay updated with industry trends and best practices in process improvement.*Allocate and manage resources efficiently to support process improvement and design projects.*Ensure optimal use of technology and tools to drive process excellence.*Regular meetings and brainstorming with multiple stakeholders and leadership.*Conduct RCAs for escalation cases and find process improvement oppurtunities.*Regularly benchmark customer care processes against industry standards and best practices to ensure competitiveness.*Address and resolve process-related issues that arise in daily operations to ensure minimal disruption to customer service.*

Bangalore Urban, Karnataka, India

Responsible for creating Customer smiles for Swiggy by creating process for Swiggy Instamart.Process design for Instamart deliveries.Propose Kaizens in regular intervals to streamline the process.Conducting regular meetings with stakeholders to drive improvements in current process and design.Introducing New SOPs, Best practices to solve systemic root causes as and when required with Product & Process into consideration. Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data.Analyzed different trends in data and proposed agile changes to improve metrics like Csat and reduction in handling times.Proposed process changes in collaboration with the process automation team to improve agent effectiveness and customer satisfaction.Currently, learning SQL to better deal the large amount of data.Undergoing extensive training on LSS methodolgies under supervision on Super black belt supervisors

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

MAD (Made a Difference) award for Swiggy Stores (Instamart) CC operations.Responsible for Training and Certification of numerous batches for Swiggy Stores Customer Support.Performed RCA for initial orders for Swiggy Instmart Pilot.Presented CC-related issues with product and leaders to improve process smoothness.Handled numerous escalation calls and have been a Go to-person for any issues in Swiggy Stores.Volunteered for all the new tasks assigned by the organization.Created Vendor operations procedure for Pilot in Gurgoan.Attended escalation calls and issues reported to CEO and top management,Created Email process and conducted for fellow colleuagesBecame the reach to person for all new initiatives from all managers.Created Service recovery process for InstamartCollaborated with the Business team to create reverse pickup logistics for Instamart.Became a delivery partner to deliver orders to better understand the delivery agent journey and customer jouneys better. Created vendor IDs and visited grocery stores and restaurant to better understand partner pain points.,Recognition from senior managers and leaders for extra support provided for colleagues in training materials and process creations.Pioneer for all new experiments under Instamart.

Bengaluru Area, India

Bsc Biotechnology, Biotechnology

Clinical Research And Data Management, Clinical Research Coordinator

Dental Hygeinist, Dentistry

Bsc, Botany/Plant Biology

High School, Science

Education record