Performed daily activities such as forecasting contact volumes, scheduling workforce around predicted contact volumes, managing on a day-to-day basis (intraday management), and creating a business continuity plan (BCP) in case of unexpected increases in contact volumes or absenteeism. Self-paced initiatives worked on in addition to the OKRs.* Automated the day to day reporting. * Presented Data on weekly basis for the review of Founders. * Built the Knowledge Management… Show more Performed daily activities such as forecasting contact volumes, scheduling workforce around predicted contact volumes, managing on a day-to-day basis (intraday management), and creating a business continuity plan (BCP) in case of unexpected increases in contact volumes or absenteeism. Self-paced initiatives worked on in addition to the OKRs.* Automated the day to day reporting. * Presented Data on weekly basis for the review of Founders. * Built the Knowledge Management System * Built the MIS portal for the WFM Team. Show less

Handling Emails & Social Media Channels * Acknowledging and resolving customer complaints* Keeping records of customer interactions, transactions, comments and complaints.* Communicating and coordinating with colleagues as necessary.* Manageed all daily tasks and duties related to the process with strict compliance to guidelines.* Help in creating customer surveys, segmentation & getting feedback to improve our processes, products and customer experience

I developed knowledge management tool at Udaan for the CX, also had my hands on redesigning LMS for the team where I designed the UI and worked on some bit of UX for LMS.My role in udaan included: * Promoting knowledge capture and reuse through operational and business processes.Capturing and distilling experience and insight for reuse to improve performance.* Facilitating Knowledge Management strategic planning.* Facilitating knowledge transfer sessions.*… Show more I developed knowledge management tool at Udaan for the CX, also had my hands on redesigning LMS for the team where I designed the UI and worked on some bit of UX for LMS.My role in udaan included: * Promoting knowledge capture and reuse through operational and business processes.Capturing and distilling experience and insight for reuse to improve performance.* Facilitating Knowledge Management strategic planning.* Facilitating knowledge transfer sessions.* Providing internal training and consulting on KM concepts and methodologies.* Plan, develop, stand up, support, and promote collaborative tools and techniques such as communities of practice to facilitate sharing of ideas and work among internal and external stakeholders.* Help disseminate information about the organization's knowledge sharing program to internal and maintaining communications on knowledge sharing across center of excellence, participation in orientation and training sessions, and preparation of brochures/presentationsRole of the Knowledge.Alongside I used to handle NHT (Email, Chats & Voice) and refresher training (Email, Chats & Voice) for the organisation. Show less