Led a team of 25 members, effectively splitting them into 4 Pods with distinct goals to streamline operations and improve efficiency.Pod 1: Focused on sales-support, working closely with sales and presales teams to ensure seamless integration and customer satisfaction.Pod 2: Managed live chat and ticket support for existing customers, ensuring timely and effective resolution of issues.Pod 3: Acted as technical account managers, collaborating with the Customer Success team to provide technical expertise and support.Pod 4: Handled high-touch customers, providing dedicated and personalized support to maintain strong customer relationships.Backlog Reduction: Successfully resolved a backlog of 400+ old tickets within 3 months, significantly improving the team's efficiency and customer satisfaction, none of them were mail blast, we approached it based on aging and active customers SLA Improvement: Collaborated with the Engineering team to rework the organization's Service Level Agreement (SLA), ensuring timely closure of tickets and enhanced customer service standards.Data-Driven Insights: Developed and implemented dashboards and analytics tools, enabling the team to monitor aging cases, track performance, and achieve faster resolutions through self-reflection and continuous improvement.Response Time Reduction: Achieved significant reductions in first response time and next response time, enhancing overall customer support efficiencyEnsuring any escalations are closed in the promised timeline Hire and train associates and Asst managers for the Support teamDeveloped Standard operating procedures and policies for improving customer satisfaction Developed QA metrics and KPI's for the team to ensure the team delivers high levels of customer satisfaction at any point of given time

- Building a high performing customer experience team at Vajro- Understanding the customers pain points and building a process around it to ensure best in class customer experience is delivered- Responsible for maintaining top notch post- sales experience- 1000+ successful implementation within the TAT as per the SLA - Responsible for building Knowledge base to bridge the internal and external knowledge gap- Managed to maintain 89% Average CSAT for the team between 2022/01 - 2023/01- Responsible for maintaining the Net promoter score for the org - Guiding and directing the team towards achieving the operational goals by running regular 1:1 on fortnightly basis- Ensuring any escalations are closed in the promised timeline - Hire and train associates and Asst managers for the Support team- Developed Standard operating procedures and policies for improving customer satisfaction - Developed QA metrics and KPI's for the team to ensure the team delivers high levels of customer satisfaction at any point of given time- Managed to maintain Average 91% chat quality score between 2022/01 - 2023/01- Perform weekly, monthly and quarterly reviews for the team- Perform appraisals and performance management reviews for the team - Built a scorecard for the team to analyze and understand their monthly performances- Managed to build case study format for any customer escalation - Managed to build a handbook for the team which acts as our one stop shop (Notion)- Identified recurring issues and reported the same to product team which resulted in better app performance and best in class customer experience- Managed to transform customers into brand advocates with great customer stories and testimonials- Contributed towards collecting 1500+ 5 star reviews in Shopify and the only app in the Shopify ecosystem to achieve this feat

- Leading a team of 14 members and we are responsible for better Customer Experience- Responsible for maintaining the NPS and RSAT score for the team- Guiding and directing the team towards achieving the operational goals - Ensuring any escalations are closed in the promised timeline - Hire and train associates and Asst managers for the Customer Experience team- Developed Standard operating procedures and policies for improving customer satisfaction - Perform reviews quarterly and annually for the team - Perform appraisals and performance management reviews for the team - Developed KPI's and metrics to build a scorecard for the team and to analyze the performance of the team- Managed to build case study format for any customer escalation - Managed to reduce the average response time of the team from 5 mins to 2 mins - Responsible for closing any on trip refunds within the given timeline - Managed to maintain a quality score of average of 9/10 for 12 months - Responsible for sharing the CH learnings to the Sales and Onboarding team through a fortnightly session

- Handling customer questions, complaints, and problem-solving for Citibank products- Handled Elite customers of Citi on their credit card queries and also responsible for conciergeservice desk- Responsible for implementing best customer service practices to improve sales channel andminimize customer complaints- Responsible for meeting self and team targets on NPS, RSAT and FCR (Resolution rate)- Handling senior-level escalations and ensuring 100% customer service- Processed chargeback claims and resubmissions which consisted of analyzing and validatingdispute cases of Citibank customers

- Managing incoming calls and customer service inquiries- Generating sales leads that develop into new customers- Identifying and assessing customers’ needs to achieve satisfaction

- Managing incoming calls and customer service inquiries for Payday loans - Cross-selling products to the customers who reach out with a concern- Maintaining 90% on RSAT and 80% on NPS