 Deftly managing the entire gamut of Servicing Model, NPS & Revenue. Responsible for all key customer service metrics & improvising of C-Sat, AHT & Chat adherence. Working towards achievement of all the Productivity metrics in Chat and Voice. Successfully conducted process improvement projects for NPS, Cx Ratings and Automation. Relentless focus on the customer and their experiences, constantly identifying opportunities. Collaboration with Tech stakeholders for solutions to improve Cx experience & Automations. Managed to enhance the productivity with 10% Growth in Closures from No Broker in 3 Months. Reduced Churn Days by implementing a focused approach on Super Urgent and Urgent Cx. Implemented a Knowledge enhancement programme which help strengthening the process. Improving Transaction Audit Mechanism and efficiency by automation and finding non-compliance withset processes and procedures. Improvise the Incentive Structure for effective cost management & productivity trends.

Deftly managing the entire gamut of Customer Experience, NPS & Health Coach (Revenue). Establishing quality guidelines for numerous operational areas, guaranteeing a high-quality customerexperience, and adhering to SLAs and work procedures. Taking part in the leadership team and reports to CEO office with the report of analysis shared by the team and represented the projects with the CXOs & Founder. Developing and executing creative strategies for communicating to employees, planning the frequency or channels of communication and coordinating stakeholders across different areas of the business. Assisting in identifying, developing and implementing process improvement initiatives to existing procedures and functions to ensure efficient quality services by the team members. Responsible for all key customer service metrics like C-Sat, online reputation management etc. Working towards achievement of all the call center metrics e.g. AHT, Talk Time etc. Successfully conducted process improvement projects for NPS, First Respone Time and Overall Resolution Time. Measure the procedures' efficiency and effectiveness in terms of a matrix, and make sure service level agreements are fulfilled. Offering complete customer support for overall policy related issues/ queries. Handling Customers requests, complaints and Queries via Voice, Chat, Social Media & Various Channels

 Lead the Telesales team in generating sales for wellness and men's health products from new leads and Existing Customers. Meet individual monthly, quarterly and annual business targets. Managing 80 Tele Sales officers with 4 Team Leaders for the Outbound Sales. Maintaining timely MIS & database reflecting the trends & developments regarding operations, vendor reconciliation, etc for budgetary & strategic review to enhance revenues. Successfully Channelized Sales & Marketing Strategy. P&L and Budgeting for the overall business as a whole. Managing a Team of Supply Chain and 3 Party Delivery Partners across PAN India. Responsible for acquisition of new clients for the process, Sales generation across India, meeting Revenue Targets, Marketing Budget, assigning Sales Targets to the team and Marketing Year Calendar.

Marketplace- Customer services & enhancing customer experience for Online Marketplace & m-commerce.- Ensuring and influencing CSD to deliver a premier customer experience for all customer interactions and meet all Key Performance metrics.- Strategic Planning, Outsourcing & Partner/Vendor Management.- Email/web engage resolutions, reduction in response time with focus on returns and cancellations.- Revenue maximization and cost optimization.- Collaborating with Logistics, Categories and Supply Chain for process re-engineering and implementing policy changes based on customer feedback in order to align with market needs.- Build systems, processes and innovations to support the overall business growth.- Customer care management for Social Media Platforms and Top management escalations.

- Managing the Customer Experience and Travel operations team of 400+ in house and outsourced FTEs.- Driving business matrices and working passionately to raise the performance levels to be able to deliver world class customer experience (FRT, ART, CSAT and NPS) for all categories Bus, Train, Hotel, Flight & Movies.- Strategic Planning, Outsourcing & Partner/Vendor Management. - Build systems, processes and innovations to support the overall business growth.- Back office operations and front office complaint management.- Managing Contact centers and meet all Key Performance metrics (Answering Level, Service Level and CSAT).

 Managing Customer Support Functions & enhancing Customer Experience for Online Marketplace of PayTM. Responsible for Customer complaints on Email Operations, Call me back function, NPS Survey and Grievance Management. Monitoring customer’s feedback and analyzing the reported problems to devise radical solution to the problem to avoid recurrence.  Driving force in development of work ethics, culture and values of Customer Service. Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes

 Responsible for revenue generation of assigned process and span for achieving desired efficiency and productivity as per targets. Managing a Team of Team Leaders with 165 associates of Customer Service LOBs of Snap Deal Account. Responsible for achieving desired client KPIs throughout and align team to deliver the desired results. Managing the complete operations management life-cycle for multiple clients of Lead Generation, Inbound, Verification and Customer Service Processes.  Responsible of direct client communication in terms of any deliverables asked and demanded by the client. Managing assigned shifts throughout the week (proper escalation, list management, strategic seating etc.)

Managing Nodal and Appellate Escalation.Floor Support Escalation Desk L2 on Bill Desk