Deva Deva Prakash Email and Phone Number

Playing the Key role on decision making, Team building, Hiring & Allignment- Handling the outbound & InboundSupport teams- Guiding the team to achieve KRA/OKR metrics across all LOBs- Responsible for Inbound/OutboundResolution SLA- Manpower forecasting/Weekly Schedule breaks/ Leave planner for each LOBs- Structuring/Restructuring the Incentive pay for both IB & Social Media- Created Scenario Automations & CannedResponses in Fresh Desk to reduce the Handling time of each cases- Co-ordinating with cross functional stake holders to improve the product & process facilities.- Follow up & Regular connect with Internal dependant teams to get the resolution within 72 hours.

● Manage all operational metrics (First time resolution, AHT, Shrinkage, C-Sat %, Resolution %Quality scores, Solve%, Maintaining SLA, Attrition management Etc).● Average Response Time: Maintained the average response time below 2.30 mins to ensure that the customer is attended swiftly● KRA/ICP was designed and shared with the team before the 5th of every month driving key customer and business metrics● Bi-Monthly discussion of the targets achieved by the team for visibility

Handled Team of 25 Specialists ● Monitoring Pick up failed cases by E-Kart and 3Pl Courier Partner’s and Push the team for the higher Pick up %● Effectively manage the shift operations.● Manage all operational metrics (First time resolution, AHT, Shrinkage, C-Sat %, Resolution %Quality scores, Solve%, Maintaining SLA, Attrition management Etc).● Co-ordinating with the courier vendors/Business Development/Control Towers and support functions to make sure that the TAT is met.● Hold weekly and monthly meetings with 3Pl Courier team and help them understand the importance of the management goals set● Organizing the meetings with internal stake holders to decide on the flaws resulting in the customer experience● Maintaining the subordinate’s performance records

● Arranging the pick up for the damaged and defective products● Maintained good pick up % with High quality scores● Document all calls with regards to customer’s inquires accurately using Call TrackingSystem● Always topper of the quality scores in the entire team● Provide quality customer service on every call.● Communicate clearly and effectively with customers

● Attending customer queries via calls and providing the best resolution available● Maintained the AHT (Average Handling Time) of 2mins and below● Maintained the quality scores of 98% - 100% on an average● Receive inbound calls from the customer & Handling and resolving customer’s problem in a professional and effectivemanner.