Driven by a passion for delivering exceptional service, I have managed the Service Delivery function across PAN India, ensuring outstanding on-road experiences and client satisfaction. I closely monitor RSA orders, manage client interactions, and participate in weekly meetings to maintain high levels of customer happiness.I have worked collaboratively with tech teams to enhance processes, developing comprehensive SOPs, KPIs, and KRAs. My responsibilities include supervising teams and vendor partners, overseeing billings and invoices, and managing major clients like OLA Electric and ACKO. Additionally, I have driven ratings and reviews, ensuring excellence in day-to-day operations.Key areas of expertise:Customer ExperienceQuality Training and DevelopmentVendor Training and ManagementCustomer ServiceOrganizational Product Training ProgramsProcess ImprovementProject LeadershipAuditing and ComplianceService Delivery and Client ManagementBeyond work, I find joy in motivating teams and creating an environment where everyone can excel. This approach not only ensures operational success but also builds a cohesive and driven workforce.

I assist private bus operators, transport authorities, and bus associations in achieving their business objectives by utilizing digital technology to boost revenue. By building and managing high-performing teams, I identify key decision-makers and advocate for the benefits of digital technology in transportation.I create innovative solutions and successfully upsell and cross-sell existing services to expand business operations. Additionally, I manage city managers and oversee daily operations related to the collection and sales of digital cards, ensuring thorough monitoring and auditing.Key areas of expertise:Digital TransformationRevenue OptimizationTeam Building and ManagementClient Relationship ManagementInnovative Solution DevelopmentUpselling and Cross-SellingOperations ManagementMonitoring and Auditing

Experienced in training both in-house and on-ground employees, enhancing individual awareness, skills, and motivation to excel in their roles. Collaborated with tech teams to optimize processes and develop Standard Operating Procedures (SOPs) and training modules.Managed training and audit functions across multiple locations including Bangalore, Hyderabad, Mysore, Mangalore, and Hubli. Expertise in warehouse management, conducting stock audits, risk management, planning, time management, inventory control, and providing comprehensive warehouse auditing and feedback.Led station-level auditing, monitoring, and feedback, implementing a Zero Tolerance Policy and Code of Conduct through special on-ground auditing programs. Established value standards for departments and enforced values, morals, and ethics via various training programs. Spearheaded training and awareness drives for individuals and departments.Skilled in talent acquisition, hiring the right candidates for appropriate positions, and providing thorough training. Collaborated with the legal team to manage high-risk cases effectively.Areas of expertise include:Customer ExperienceQuality Training and DevelopmentVendor Training and ManagementSIX Sigma ProjectsCustomer ServiceOrganizational Product Training ProgramsProcess ImprovementProject LeadershipAuditing and Compliance

Experienced in setting up support infrastructure, building processes, and creating strategic plans for business operations. Managed PAN India customer service level agreements and driver support functions, ensuring seamless operations and high customer satisfaction.Led the background verification team for delivery support, ensuring compliance and reliability. Skilled in cost planning, project leadership, process improvement, and enhancing customer and rider experiences. Adept at training, planning, and quality assurance.

Played a key role in the pilot batch for building the seller support platform at Flipkart, focusing on training sellers on registration and product listing. Traveled to multiple cities to conduct training sessions and assist sellers with product listings. Acted as the primary point of contact for handling seller escalations.Conducted training for sellers, vendors, and in-house employees on new category launches. Developed catalogs and shared strategies with sellers to enhance their ratings and revenue. Trained over 350 sellers on the Flipkart Marketplace.Areas of expertise include customer experience, quality training and development, vendor training and management, SIX Sigma projects, customer service, and organizational product training programs.

Managed the Inbound/Outbound operations of PAN India customer service, overseeing quality service excellence and training. Recognized with 7 consecutive Best Team Lead awards.Expertise in SLA management, client relationship management, and enhancing customer experience. Skilled in customer service policy implementation and tracking call traffic to identify areas for improvement. Adept at handling complex customer queries and complaints.