• Lead a team of 10 agents in Inbound CRM Process.• Formulated the process with different strategies and maintaining CRM Open Complaints of more than 48 Hrs within the threshold of 100. • Developed a real time dataset of Open Complaints for City Sales Team for reducing the TAT of resolution• Inbound Performance Reporting of KPI on daily basis.• Identifying on the potential issues and minimizing it to < 2% of the total complaints. • Providing an efficient quality training to the Inbound agents while maintaining the desired benchmark of various applicable parameters.• Co-ordination with City Sales Team and backend team for the various issue/queries

• Forecasting of various special supplements printed in advance on daily basis.• Reduced the supplement residuals by approx. 30%.• Analysed the supply report on daily basis and executed the various cost saving initiatives in road transportation without affecting the overall operations• Developed a geo-map of various postal code aligned with the containment zones to ensure the continuous distribution of publications• Co-ordination with Response to optimize the distribution of features/booklets.• Analyzed various campaign and the feedback was shared with City Sales Team for finding factors hindering the distribution.• Supporting monitoring of consignments of dispatched to PAN INDIA via Train/Air Freight whenever needed.

• Analysed the RCA and Agents’ performance of Status 58 (Order Processing Department)• Created a Heat map of Order counts vs Order lateness• The overall of the project had the potential to enhance the process of OPD by 4%

Worked on Marketing and Communications Strategy for two divisions of TERI Trust as part of Bennett's Rural Immersion Program:1. Education Project 2. Livelihood ProjectAs part of the same, ethnographic studio and pilot surveys were conducted. Communication Strategy and deliverable were provided in the form of video, narrative, brochure, poster, newsletter and info-graphic content for the village residents