Managed a diverse group of employees and trained each according to company standards. Reviewing of customer complaints and concerns and improved all aspects of the customer experience with the company.Promoted the value and upselling of services and products with brand image and promoting value through customer experience.Optimized existing processes within the company and actively enhanced all Customer Success initiatives.Analyzed customer data to improve customer experience.Evaluate and improve tutorials and other communication infrastructure.Minimized customer churn to 0%, analyzed which problems affect multiple clients, and forecasted what those trends mean for future churn.Established clear retention goals and process milestones for the client and employees to work towards.Helped in product design and product development through cross-team effort.Continuous QA, and monitored team's performance Provide daily, weekly, monthly reports on various metrics like CSAT, Churn Rate, CES etc.Ensure timely procurement, and fulfilment of orders.Provided highest-level, personalized support to customers, responding to and resolving issues promptly and appropriately.Attend training sessions to grow and maintain knowledge of products, services, offers, policies, and to develop customer service skills.Identified customer needs, helped customers find solutions to their unique scenarios.Resolved email, chat, phone, social media customer inquiriesForwarded and escalated inquiries to relevant individuals and departmentsUpdated customer information databases and files as when required.Documented customer interactions when necessary, compiled documents and forwarded information to interested partiesRecommending of new products, services or offers to the customers by identifying relevant features and benefitsGathered insights from customer inquiries and use them to work with superiors to improve customer support and customer satisfaction processes.

Responsible for retail and commercial operations at Bangalore FS and execution of last mile deliveries in Bangalore.Managing contracts and relationship with partners and delivering performance across all legs of supply chain.Responsible for hiring, training and building a highly motivated workforce with support from HR and training team, to meet operational requirements of distribution operations of our branch.Leading program on partner productivity and throughput to reduce costs.Conducted performance appraisals of team members and mentored them for handling operations efficiently.Continuously improved defined processes and attained a sustained performance standard.Handled escalated issues regarding customer complaints, inquiries, etc.Strived for business development and continuous process improvement.Responsible for reordering supplies, products and dispatching relevant services.

Identified market opportunities and defined product vision and strategy. Developed products and services which will have a great network effect.Understood customer needs and gathered product requirements.Worked closely with operations and service team to ensure operational KPI’s are met throughout the lifecycle of a product.Coordinated resources, creating project timelines, to ensure on-time delivery in high quality.