Reena Evans Email & Phone Number

Bengaluru, Ka, In

Bangalore, Karnataka, In

I lead initiatives in cost optimization, process re-engineering, and enhancing operational efficiency through automation.My journey in the insurance industry has equipped me with a deep understanding of customer needs and the ability to design and implement effective customer-centric strategies. I manage social media interactions, develop and deliver training programs, and act as the Chief Grievance Officer, ensuring timely and satisfactory resolution of customer complaints.Key Expertise: • Cost Optimization: Implementing strategies to reduce operational costs while maintaining high service quality. • Process Re-engineering: Analyzing and redesigning processes to improve efficiency and customer satisfaction. • Social Media Management: Overseeing brand presence and engagement across social media platforms. • Training and Development: Enhancing team capabilities to deliver exceptional customer service. • Automation: Utilizing automation tools to streamline operations and reduce costs. • Customer Gratification: Developing programs to enhance customer loyalty and retention. • Outsourcing and Vendor Management: Managing relationships and negotiations with partners to ensure quality and cost-effectiveness. • Communication Design: Standardizing and improving customer communication for clarity and consistency.Passionate about delivering exceptional customer experiences, I thrive on solving complex problems and driving continuous improvement. My approach is rooted in a belief that there is a solution for every challenge.

Bengaluru, Karnataka, In

- Develop, implement, and monitor day-to-day operational systems (CRM) and processes to provide visibility into the goals, progress, and obstacles of key initiatives- Design, Implement the GTM strategy and execution for any product or process implementation- Design and own end to end On boarding support function for partners- Own P&L for the Partner Support Operations, including hiring in-house or 3rd party vendors.- Work closely with Product Teams to design, implement product requirements.- Drive partner Insights to improve Vendor/Partner NPS- Develop and Implement partner engagement frame work for Vendor Managers.- Drive Calling, Ticket and Chat Functional support teams for Partners.- Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks like AHT, SLA, Shift Adherence.- Drive CSAT, FTR, Reopen Rate, Repeat %, SLA, TAT for partners on platform.- Devise strategies for ensuring the growth of programs enterprise-wide, and implement process improvements to maximize output and minimize costs- Draw on relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals.- Own Platform level Price Parity, drive compliance and governance guidelines at platform level for partners.- Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment

Bengaluru, Karnataka, In

• Handling team of 500 people across the vertical’s end to end strategy on the process, people and efficiencymanagement• Responsible for reducing overall cost for the organization on Headcount and also for the various cost incurred activities in the functions.• Competitive and comparative price analysis across the competition and ensure price disparity is minimalized on the platform with no impact on GMV and penalties to partners.• Responsible for maintaining and improving key operation metrics like RDC (Restaurant Driven Cancellations), RHI (Restaurant Health Index), MFR (Mark Food Ready), etc.• Oversee and manage City level supply chain with no serviceability issues.• In charge of the assortment depth and visibility strategy for the overall impact on OPD (Orders per day)• Responsible for multiple automation of processes and acquiring new tools for the overall improvement of the processes• Onboarded outsourcing partners to drive key metrics of efficiency and reduce cost.• Driving the quality of assortment at the platform level for PAN India.• Manage the SOP’s and keep them updated.• Build PRD’s and BRD’s to share it with the product and tech teams for the overall asks for the department.• Responsible for improvement in NPS for the vertical.• Build sustainable programs for the improvement of RX (Restaurant experience).• Launching new verticals and categories

Bangalore, In

- Own Category, and Operations P&L- Work closely with Premium Customers to ensure best in class experience- Responsible for growth in repeat ration- Work closely to increase brand level contracts.

Bangalore, In

- Develop and execute a strategy for category launch across pan-india.- Ensure a client-focused approach in all aspects of category launch.- Maximize brand level tie- ups for all category launches.- Design implement plan to set up market place visibility for the brand.- Design, Implement all Operational functions including Calling, on field, Delivery support.

Hangzhou, Cn

- Continuous improvement of content quality across 6 countries.- Working closely with commercial and on boarding teams and suggest new category launches.- End to End co- ordination on launching new categories liaising with other departments.- Prepare and manage sellers scorecard on quality.- Assortment analysis across categories and to ensure product find ability.- Heading training's on all process changes and communication with various departments.- Resource planning for audits.

Bangalore, Karnataka, In

• Handling large sellers in the Marketplace model who contribute in terms of revenue, High Volumes and strategic selection.• Coordinating and providing help to resolve their listing issues within various teams namely Quality, Business Development and Technical Teams.• Identifying the Cataloging needs of the sellers and provide them accurate solutions with third party partners.• Enriching catalogs for Large Sellers.• Providing better browse Experience to customers.• Improving the first time pass% of the listings, identifying training needs of sellers• Handle a team to approve or Reject brands to be listed on the site.• Recruitment and ensuring that the joiners go through the right training required for delivering the right metrics required for the team.

Bangalore, Karnataka, In

• Currently handling a team of 68 specialists for the catalog Management which exclude 4 Team Leaders, 5 QA’s, 12 Verifiers, and 2 SME’s across all categories.• Currently Handling 3 Major Departments like Process Excellence Quality, Market Place Quality, Training and Development.• Identifying new launches within existing categories and also new verticals.• Handled end to end categories Electronics, Office Supplies, Gaming Zone, Watches, Perfumes• Currently handling categories like Health and Beauty ( 106 Verticals), Baby Care ( 67 Verticals), Apparels ( Men , Women & Kids) and Shoes ( Men, Women & Kids)• Completely owned the end to end transition of launching categories i.e. Entertainment, Office supplies, Health and Beauty, Baby Care and currently on Apparel’s and Shoes• Successfully launched 13 sub categories in Camera Accessories, 4 in Personal Care, 5 in Home Appliances and 43 under Office Supplies single handed 106 under Health and Beauty, 67 under Baby Care.• Interacted closely with the website and CMS team to design the upcoming launches.• Maintain good relations with the RPT and CPT team resulting in smooth inventory transitions.• Ensured an efficient and qualitative operation through effective planning, leading and organizing.• Responsible for taking team decisions, progress and results. • Maintained reports in a weekly and monthly basis to drive and track the individual agent performance.• Ensured data requests are answered in a timely manner to ensure daily, weekly and monthly deadlines and goals are met.• Responsible in analyzing the existing data and identifying root causes for data inaccuracies by coordinating with the management, trainers, and QA's.• Prioritizing, assigning the work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements.• Conducted monthly skip level meetings at an agent level and also delivered feedback in a timely manner.

Bangalore, Karnataka, In

• Handled a Team of 52 agents, 3 TL, 3 QA’s, 1 SME, 12 Auditors, for Catalog Management.• Effectively handled Health & Beauty, Baby Care, Apparel Categories.• Assisting the Category Heads with an intensive Research on Brands and Verticals on upcoming launch.• Solely responsible in constructing ERP Titles and then discussing with the ERP Managers.• Responsible in the content and formatting of the catalog which is on the company’s website.• Solely responsible in generating and circulating reports on a daily, weekly and monthly basis.• Was responsible for effective leave management within the team.• Ensure that SLA's and PLA’s are met defined by the business.• Responsible for the catalog for the new launches.• Managed conflict within the team effectively.• Closely monitor the team’s performance and measure the hourly productivity.

London, Gb

• Conduct Quality checks for 60 FTE under the MO section.• Provide feedback and call coaching for 60 FTE.• As a senior member of the team contributed to the overall development of the process by providing improvement ideas.• Responsible in disputing the customer queries with retailers.• Form an integral part of the Quality checking team and conduct quality checks for the entire MO section.• As a part of the quality team conducted call coaching, and feedback session to the agents.• Coach and mentor the team and ensure that the team is delivering excellent customer service.• Drive and ensure that the monthly PLA’s are met as a department.• Was awarded the most prestigious and elite 100 Club Finalist Individual award for exceptional performance across all parameters in 2011. The 100 Club is a well established brand across the HSBC Global Resourcing Centres and is awarded to team members who have delivered a consistent and high level of service to customers which have been acknowledged.• Was awarded the ALCHEMIST Finalist Individual award for exceptional performance across all parameters in 2010.• Saved potential operation losses for the year 2010 of £ 1, 75,000 with the help of my team.• As an individual saved potential operational loss to department for about £125000.• Was a member of 3 star club in HSBC.• Was awarded the CSE Superstar in the month of May, June, July, August 2010 owing to exceptional performance in all the parameters.• Received numerous Top Performer, Top Gun, and Special Recognition certificates for a consecutive period of 19 months for the exceptional performance in all parameters for the entire VP department.• Built effective Business relations with Business Partners in the UK, US and Middle East allowing the seamless implementation of business initiatives, migration of new work streams which lead to efficiencies for HSBC Service Delivery and Business Partners.

• Handling delinquent customers (both early and late stage) and help in the recovery process on store accounts.• As a Sales Manager always endured to meet and exceed the sales targets for the area.• Handled a team of 10 FTE.• Prepared Daily work sheets for the on field Sales Team.• Helping the team in terms of opening and closing the sales calls.• Organized sessions for the sales team to improve their performance on a monthly basis.• High dealings with all the Financial Institutions in order to have a smooth process of providing Loans to the customers.• Has always met and exceeded the given sales target by the Management.• Has been sent to the SIPL (Skoda Auto India Pvt Ltd) in Aurangabad to represent the Dealer on several occasions.