Responsible for managing the call center operations. The primary objective is to achieve the RNP% target and generate revenue for the center. Accountable for team management, driving team performance, and overall center operations. Building strong client relationships, providing excellent customer service, and maximizing revenue through upselling and cross-selling. Implementing efficient processes ensuring quality standards, collaborating with stakeholders, and continuously Seeking opportunities for Improvement.

Successfully managed end-to-end project delivery for search result optimization in Swiggy Chat/ Order Management. Oversee OSP verification across various cities, ensuring accuracy and consistency. Lead a team workforce of over 550. Increased RNP % from 65% to 90% in 3 months. Conduct surprise visits to OSP locations and ensure adherence to global standards.Devise SOPs, training modules, and mentor new joiners for vertical growth. Interface with senior management for escalations and timely resolutions. Implemented process improvements resulting in a 40% reduction in order fulfillment time, exceeding. strict SLA requirements and improving overall customer satisfaction.

Coordinated with 300 outsourced agents and 10 vendors for CPV field activities. Spearheaded efficiency enhancements by automating data entry tasks, saving the team 20+ hours per week and increasing productivity by 30% Managed outsourced call centers for the credit team, overseeing campaigns and activities.Managed all the credit department campaigns like credit activation, App navigation, and updating KYC upload through a dedicated outsourced outbound call center.5Managed BO team for Auditing all the KYC uploads and decreased the defect % for 30% to5%.

Headed CRM team, revolutionizing processes, dashboards, and SOPs, resulting in a 20% operational efficiency gain. Elevated NPS score by 15 points and CSAT by 10 points, transforming service quality.Managed emails, calls, and escalated cases with SOP integration, amplifying service excellence. Personally tested and rectified CRM dashboard glitches in collaboration with tech team, ensuring seamless functionality.Skillfully addressed technical challenges during doctor-patient online consultations, guaranteeing uninterrupted sessions and patient satisfaction.Oversaw new team recruitment and skillfully coordinated internal and external stakeholders, leading to a remarkable 30% surge in target achievement.

Work Experience-Dec’14- June ‘16CANVERA (Online photography Company), Bangalore as National Head for CRMTeam Size: 40 MemberKey Result Areas:Ensured prompt resolution of customer queries per SLAs, achieving exceptional customer satisfaction with team members. Achieved a 95% query resolution rate.Monitored hourly indicators for daily targets, discussing MTD sales and service achievements with the team. Contributed to a 20% increase in monthly target accomplishments.Adhered to work standards, managing shifts, on-call availability, and call handling time. Maintained operational targets, resulting in a 15% efficiency improvement.Led Logistics and Supply Chain team, overseeing shipment tracking and delivery management, resulting in a 25% reduction in delivery-related issues.Addressed complaints/escalations with precision across various channels, delivering top-notch service. Achieved 98% accuracy in resolution.Conducted root-cause analyses for escalations, driving process enhancements. Improved first-contact resolution by 30%.Elevated outbound customer services through root-cause analysis, ensuring process compliance and achieving a 15% increase in customer satisfaction.Implemented Early Warning Systems, enhancing agent productivity by 20%.

Key Result Areas:Spearheaded a team of 22 across 13 branches in Karnataka, overseeing Car/Housing/CE/CV/SME loan operations. Achieved 25% improvement in process efficiency.Successfully addressed escalations and RBI complaints, ensuring timely resolutions and maintaining a 95% customer satisfaction rate.Directed recruitment efforts and provided vigilant team supervision, fostering a 20% increase in productivity.Pioneered robust training programs, resulting in a 30% reduction in onboarding time for new team members.

Growth Path:Jan’06-Jan’08: Customer Service ExecutiveJan’08-Dec’11: Senior Executive - Collection Department (S2C - Service to Collection)As Nodal Officer (Jan’12-Aug’13):3. Achieved final resolutions for customer issues, collaborating with senior management. Shared results with customers and external stakeholders, achieving a 98% resolution rate.Managed portfolio relationships, driving exceptional customer satisfaction with 25% increase.Produced comprehensive reports and dashboards, tracking activities and boosting transparency.As Senior Executive - Collection Department:6. Resolved collections challenges post-service resolution, achieving 90% recovery rate.Excelled in team metrics with 15% over-achievement: Productivity, Call Quality, Cross-sell Collections.As Executive Payment Assistance:8. Led projects to successful closure, maintaining branch service levels and hygiene factors.Addressed supervisor calls and EWS cases, earning Spot Award and Pan India Topper rank in Q2 2010.As Customer Service Associate:10. Managed 24-hour helpline, successfully cross-selling SBI card products and achieving 20% increase in sales.Highlighted Achievements:Received Best Performer Award for 2 consecutive months in 2013, post-joining.Recognized by Banking Ombudsman for zero complaints in 2012.Consistently achieved top-ranking metrics in PAN India for Q2 2010 performance.