Paras Lamba Email and Phone Number

• Heading a hybrid team of Escalation, E-Mail & Grievance and Revenue Generation Process at In-house and Outsource.• Entrusted with the responsibility of handling the E-Commerce, Home Appliances, including customer-centric operations, recruitment & process enhancements.• Providing leadership and vision to the organization with the development of long-range annual plans.• Developing and implementing process improvement plans to ensure that Escalations get reduced.• Chalking out Strategies & Techniques, coordinating with all the departments to have a smooth operation, ensuring all stakeholders comes to one table and take the decision. • Responsible for the daily running and management through the effective use of resources with responsibility for setting customer service targets as well as planning areas of improvement.• Work closely with all levels of management within the organization in order to determine process improvements.• Initiate & drive programs around customer retention, based on NPS & CSAT analysis.• Identify, analyze, develop & recommend plans for increased productivity & reduce operational expenses.• Introduced automation at various LOBs which helped in manpower reduction & increase productivity.• Reviewing the performance of staff, identifying training needs and planning training sessions.• Organizing staffing, including shift patterns and the number of staff required to meet demand.• Establishing CRM, IT specifications, escalation procedures, etc.