•Process Design and Improvement: Designing new processes, rolling out existing ones, with a focus on digitalinterventions, and implementing automations wherever applicable.• Rollout and Support: Providing business support for smooth operations post-launch.• Cost Optimization: Identifying opportunities in CLCM domain to optimize servicing costs per customer.• Demand Support: Providing a clear understanding of the business requirements, approving solution documents(BRS and FRS creation).• System Support and Enhancements: Coordinating with the IT delivery team to understand issues and roadblocksin project/CR implementation and providing solutions for smooth and timely rollouts.• Collecting feedback on processes that would add value to the product as per needs and developing artifacts for thisRQA process, then getting them approved.• Participating in brainstorming meetings and sessions to identify bottlenecks during UAT and Pre-Prod phases.• Conducting training sessions for stakeholders to familiarize them with the upgraded solution.• Creating User Stories for the project and processes.• Maintaining product and sprint backlogs.• Creating process models using MS Visio.• Conducting sprint releases.• Performing product demos and facilitating sprint review and retrospection meetings.• Managing incidents using JIRA

On-Site Process Migration and Quality Assurance: Migrated in-house back-office resolution operations to Tech Mahindra while on-site, ensuring continuous monitoring and maintaining high-quality resolution for customers without any decline in service standards.• Vendor Management and Performance Oversight: Leading the vendor team, including Team Leaders, Assistant Managers, and Managers, to meet KPIs and SLAs for handling customer complaints and requests across various media channels, such as social media, call centers, and email.• CRM Migration and Integration: Successfully led the migration of two legacy systems from the previous company to a unified CRM platform, streamlining both postpaid and prepaid systems into a single, cohesive solution.Process Mapping and Gap Analysis: Mapped existing processes to identify gaps and inefficiencies, collaborating with various stakeholders to address and resolve issues, ultimately enhancing customer experience (CXX) and improving TNPS (Transaction Net Promoter Score)

Team Management: Lead the in-house team to achieve KPIs and SLAs for handling customer complaints and requests across various channels, including social media, call centers, email, and more.• Data Analysis and Insights: Analysing Customer ERC (Enquiry, Request & (Complaints) to identify trends and enhance the customer experience.• Customer Service Management: Managed inquiries through phone, email, and social media, reducing response times. • Automation & Standardization: Review improvement areas along with various stakeholders (e.g. TNPS, Call reduction, Complaint reduction)

B2B Sales Execution: Conducting B2B sales of Quikr and Google Ads to small, medium, and large enterprises.• Objection Handling: Proactively listening to objections and effectively addressing them to build strong customer relationships• Lead Generation and Sales Strategy: Implementing strategies to generate more leads and boost sales through outbound calls.• Sales Target Achievement: Consistently meeting and exceeding sales targets, ensuring revenue growth.• Process Improvement: Identifying process and system flaws, and actively working to improve and optimize them for enhanced efficiency.• Cross-Functional Collaboration: Collaborating with cross-functional teams to align sales efforts with marketing and product strategies.• Sales Insights and Feedback: Providing valuable insights and feedback to refine sales approaches and strategies.• Industry Trend Awareness: Staying up-to-date with industry trends and competitors to maintain a competitive edge.• Customer Relationship Building: Building long-lasting customer relationships to foster repeat business and referrals.