Oversee and manage the day-to-day operations for multiple companies, ensuring seamless coordination across teams, including project management, resource planning, and operational processes.Develop and execute operational strategies that align with the long-term business goals of both Geotech and FCD, driving efficiency and scalability.Collaborate with executive leadership across both organizations to support business growth, improve profitability, and expand marketpresence.Lead cross-functional teams in civil engineering, construction, and sales to achieve project milestones and business objectives.Coordinate marketing, sales, and customer service functions, ensuring alignment with business growth objectivesOversee budgeting, financial forecasting, and resource allocation to optimize operational performance and meet profitability targets.Implement performance measurement systems (KPIs) and use data analytics to monitor the success of business operations, making data driven decisions for continuous improvement.Foster a culture of innovation, continuous improvement, and best practices in operational efficiency across diverse projects.Manage client relationships and key stakeholder engagement to ensure successful project outcomes and high levels of client satisfaction.Lead recruitment, training, and development of operational teams to enhance capabilities and maintain high performance.

Leaded the Group Operation of Qcoom, Qfood, Qgrocery and Piickme Express under JMR GroupManaged the departments of Business, Logistics & Delivery operation and Customer experienceRedeveloped the e commerce web and app by focusing smooth customer experience.Reorganized the order journey by focusing accurate order tracking with easy payment by getway integration. Developed the Auth & access control with lot more features for easy maintenance of the operation.Developed the KPI, Delivery SLA, Terms & Conditions and Return & Refund policiesTechnological requirements assessment and prioritize development for effective business operationCoordination with all teams for effective communication through single channelSuccessfully reduced the delivery time and achieved SLA over 90%

Leaded the full Customer service & Experience departments of all concerns Under JMR group(Qcoom, QFood, QGrocery & PiickmeExpres).

BPO business developmentProcess wise planning and coordinatingCX divisional budgeting, capacity planning, hierarchy, recruitment, solution setup,training & develop, Quality assessments, KPI designing, operational and managementreportingTele Sales/tele marketing process development & lead managementCustomer service (voice and non-voice) setup process planning and development

Market research and identify the requirements for Customer services solution up- gradation and new product developmentFeasibility assessment of new features addition and Cost benefit analysis with pricingDesigning the requirements with meaningful instructions for the developersPrepare calculation matrix for reporting and User accessibility assessmentsQuality checking for up-gradations and feedback for rectificationLeaded to develop non-Voice CRM solution for sms, e-mail & social media channels managementLeaded to develop a new product to manage work force management(WFM)

Leaded the operation, WFM, MIS & reporting and Quality & Training teamsOnboarded two different solutions for call center and social communication department from two different vendors by customized designing for e-commerce (CRM & telephony solution and digital query management solution)Designed SOP, KPI and CAP for operation and customer service departmentsDeveloped KMS to insure single channel info center for all employees of any departmentsCapacity planning through order flow (delivery operation), call flow (call center), query flow (social & digital channel) and complaint flow (Issue resolution)By introducing CX agent KPI benchmark of Quality, productivity, FCR, Quiz and NPS, successfully reduced AHT from over 400sec to below 200sec (Call center) and ART from over 24hrs to below 1hrs (Digital query & IR)

New recruitment, training & resources development planningCX KPI benchmark setting of service level, occupancy, AHT & ARTDesigned dynamic shift planning for all roster-based employees to ensure required manpower for 24/7 operationRegular monitoring of data to ensure department wise reporting for optimal performance

Building and maintaining relationships with clients and key personnel within customer companies.Alerting the sales team to opportunities for further sales within key clients.Attending meetings with clients to build relationships with existing accounts.Achieving client relationship targets and KPIs as set by the head of sales.Working closely with sales manager and sales consultants.Escalating and resolving areas of concern as raised by clients.Carrying out client satisfaction surveys and reviews.Monitoring company performance against service level agreements and flagging potential issues.Passing Leads to the sales team and following up on progress.Liaising with internal departments to ensure client needs are fulfilled effectively.

Micro manager to monitor the 24/7 call center performance and manage day to day operations of 700+ call center staffs.Forecasting, recruitment, training & development.Contact center systems monitoring & crisis Management.Extract data from available sources/tools to perform and ensure completion of Regular Operational & Management Reporting.KPI & SLA monitoring to ensure call center performance (annual, quarterly, monthly, weekly & daily). Major KPI’s were monitored like service level, answered ratio, wait time, handling time and quality assurance.Analyzed the business requirement to finalize action plan to ensure smooth operation.Coordinate with technical departments including IN/VAS, Radio & NSS on regular basis to update technical issues.Observe and monitoring daily Investigation & Resolution Unit, Complaint Management & Social Media activities.Analyze the reasons of dissatisfaction against customer service and plan/develop proper training/scripting to confirm FCR & NPS Score.Monitoring service quality of agents through calls evaluation and provide counseling/coaching/training and keep log for follow up.Regular monitor and update internal knowledge management system and self-care channels (Website, USSD, IVR & Apps).

Drive customer service excellence and improve customer satisfaction by provision of best-in-class service quality.Conduct training to new joiners to educate them regarding the betterment of service quality and also make them understood their KPI parameters.Prepare and conduct product knowledge quiz to enhance agent’s performance.Ensure first call back resolution. If complaint persists then take initiative to solve customer complaint.Arrange different types of survey and generate report for call reduction and optimization of contact center.

Attend customers over phone inbound and outbound to provide them service according to their needs.Help and guide junior colleagues about their quires.Monitor team member’s performance to ensure they meet individual target.Design & conduct Training Program for the new hires & the week performers.Conducting daily clinics with teams (when required) and discussing daily Issues.

Attend the phone calls and listened to the customers for their queries/complaints.Worked with set standards and maintained the quality.Achieve daily quantitative targets and the service levels.