Inhouse Roles & Responsibilities:●Led a team of 18 chat support agents & email support in providing customer service to B2C customers through the Fresh Chat tool.● Monitored team performance metrics, including response times and issue resolution rates, and implemented strategies to improve these metrics.● Managing L2 LOB email support consist of 8 agents for in-house Customer Service.● Coordinating with cross-functional teams of Logistics, payments, BD, listing etc. for end-to-end resolution and SOP formulation.● Analysing CSAT trends and driving the performance of in-house and BPO agents.● Analyse and maintain all Customer Service KPIs and implement improvement plans as needed● Selecting, training, developing and managing the performance of direct reports and their analysts; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements● Manage and review operations reports● Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance● Conduct regular one-on-ones with direct reports to review individual performance, and the performance of their team and offer ongoing developmental coaching● Participate in cross-functional meetings to review information received from other operational functions and partner with other departments to define action plans that resolve issues and drive continuous improvement● Monitor and improve the performance of the team in terms of productivity, process adherence, customer satisfaction, schedule adherence and employee satisfaction and development● Operations responsibility includes managing the incoming volume/queues to meet KPIs and taking appropriate actions (breach adherence, arranging for overtime, etc.)● Communicate performance-related indicators to the team and management through relevant and timely reports

Roles & Responsibilities:● Handling Fantasy Operations End to End,● Managing L3 LOB for in-house Customer Service.● Creating Fantasy Sports tours and monitoring Fantasy Sports scores, stats, etc● Maintaining player line-ups, positions, and pricing/credits● Handling operational and logistical tasks associated with marketing promotions and prize distribution● Co-ordinated between different verticals (Tech, Marketing, Product, and other relevant teams)● Handling the span of a 10+ members team in product operations.● Coaching, Mentoring, and Preparing Daily Reports.● Attaining daily, weekly and monthly targets specified by the process.● Roster management & People Management● Daily team Huddles and process and product instructions.● Managing the team effectively to ensure the achievement of targets and performance● Works closely with Product Team to help develop new processes, and establish standards and best practices for the cluster.● Conducted performance evaluations and provided regular feedback to team members to support their professional development.

Roles & Responsibilities:● Managing a team of 25+ agents and handling shifts independently for Inbound & outbound team for health related queries.● Ensure SLA compliance through regular quality checks and reviews● Works closely with Process Analysts to help develop new processes, establish standards and best practices for the cluster● Responsible for employee activities including attracting and retaining top talent, employee rewards and recognition, and performance appraisals● Responsible for the early identification of potential issues, understanding the impact, and putting in place and driving remedial action plans● Implement effective coaching and development processes to ensure on-time account opening and accurate reporting● Attrition management tenure wise● Constantly reviewing the team to improve performances● Plan for client reviews and internal process reviews● Active participation in hiring across the cluster● Handled medical consultation flow and help to increase the consultation flow by setting goals.● Involved in the Medicine Delivery operation process and Operation process development in the Hyderabad region● Managing the team effectively to ensure the achievement of targets and performance● Training the new employees in the voice process as well as in the technicalities of the product to provide support to customers● Conveying the client requirements to the team with regard to the process.● Attaining daily, weekly and monthly targets specified by the process.● Consumers' complaints regarding the failed delivery, Follow up with relevant logistics partners, warehouse, and operational teams.

Handling Inbound Calls where customers are calling for their Product-Related queries andconvince them to buy those products on calls.Worked with Level 2 E-mails Team as a product specialist and handled customer levelescalations on E-mails and provided resolutions by communicating with the relevant team. (Brand &BD)Logistical Operations ensure the products delivered to the consumers, Follow up with relevant logistics partners, warehouse and operational teams.

Handling Inbound Calls where customers are calling for their Product-Related queries andconvince them to buy those products on calls.Worked with Level 2 E-mails Team as a product specialist and handled customer levelescalations on E-mails and provided resolutions by communicating with the relevant team. (Brand &BD)Lateral Promotions as OJT Trainer for new joinersMentoring coaching about the product and process flowAchieving the Daily & Monthly Sales Targets with quality service

Handling & Maintenance of Systems on-Site or Off-Site Installing OS and Drivers.Handling Inbound Calls where Customers Calls For their Internet Related Queries. Solving theirProblem on Call Via Doing T-Shooting Steps.