Kriti Singh Email & Phone Number

India

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bangaon Area, India

Team and Workflow Management: • Managing 20+ people and ensuring Shrinkage%, Attrition%, response%, SSAT %,Disposition and Quality• Co-ordinate with the Operations team on ops related customer tickets, specifically manual return and exchange cases. • Co-ordinate with the Quality Team on development of SOPs and training modules as the new products/sales are launched frequently and as per the efficacy of the process.• Work with other supervisors and management team members for policy decisions that ensure agents can maximize their potential and increase customer satisfaction.Analytics: • New Customer Activation: Converting Customers from zero to 1st order placed on specific disposition (‘New to Meesho’) • Retention of churned Customer: Identifying high GMV customers who churned from the platform and pitch them on the improvement in the app to reactivate them. • NPS Comment analysis, issue identification and communication to other cross functional teams though monthly presentationsStrategic Partneships and Alliances:• Headed and Set Up outsourced Call Support Center in Bhopal for Meesho. Provided Process Training to Support executives, Created SOPs and monitored center performance.• Handled Meesho Mission Rise Event process.

Bengaluru Area, India

 Senior executive MVP (Most Valuable Process): Managed the support center for high GMV suppliers (Gold suppliers)  Worked as a trainer for new tool introduced in the company in 2017. IMS (Incident management system).