Rupinder Kaur Email and Phone Number

Successfully managing Operational metrics for Flipkart Presales and driving a culture of Conversions with continuous improvement.Successfully attained superior quality standards and supports innovation for the process growth.Meticulously refined operations, ensuring that every aspect of the products and services is optimized to meet the unique needs and expectations of customers.Resolves escalated issues within the stipulated time.Demonstrated expertise in driving process improvement initiatives and collaborating with stakeholders at multiple levels to ensure alignment with business objectives.Ensure adherence to FTEs billing inclusive of Internal & External KPIs. Monitor seat utilization on floor.Led and mentored projects with a focus on Conversions and enhancing the overall process/customer/user experience.Effectively managed stakeholders by addressing process gaps and prioritizing their needs to ensure smooth operations.Actively participated in internal and external reviews, providing valuable insights and recommendations for process enhancements.Led several projects for the improvement Plan of Conversions & C-SAT.Analyses performance metrics & identifies process gaps & collaborates with the client, quality, training team to formulate the solutions.Managed to analyze the data for incentives, maintaining One View Dashboards (OVD) to have an interactive insight on daily numbers.Coordinate with business HR related activities including grievances, closing action points, employee handling etc.Fostered a cooperative and positive working environment by encouraging team brainstorming and idea sharing.Managed outliers within the team, skillfully identifying individuals who deviated from quality standards and implementing action plans to drive improvement and compliance.

Working in Flipkart Pre Sales Process

worked with Rebel Eats, Rebel US, Flipkart Chat, Flipkart Travel, ByjusConducted NHT trainings & Soft skill sessions to ensure good call quality and sessions as per BQ CSS on C-SAT & PCD.Selected & Created the appropriate learning materials for instructional purposes.TNI_Refresher Trainings / Vitality Batches had been conducted to improve the BQM.Keeping the record in Batch Trackers & BEST files.Worked on improvement plans of floor audits, (0 -30 ) batchesAssessing the weakness & strength of the CSS & adjusting training as needed.PD sessions basis on regular class room sessions.Enhancing body language as a part of PD & soft skill sessions.Ensuring the continuous improvement and gauging the efficacy from Pre n Post scores.Ensured 100% throughput from the batches n to keep a record on batch trackers also ensuring 95% FAP during OJTWorked on improvement plan while doing floor audits to analyze the knowledge gaps.Also responsible for Content Development, Designing Training Modules, giving Client recommendations etc.Conducted refresher sessions for floor agents, ensuring their knowledge and skills remained up-to-date with the latest industry advancements and organizational guidelines.Sending Gurukool/ Newsletters/ Important Updates to bridge the knowledge gaps of the associates.To conduct timely Dip Checks to analyze the process knowledge.PROJECT HANDLED: GE (Grammar Essential) Sessions in chat process – To ensure the good conversational skills through chat & email to develop the repo with the customers.SBS (Side by Side Audits) - Employed the Y-Jack technique to engage in real-time feedback sessions with associates, fostering continuous improvement and optimizing output.Conducted Vitality Batches – On floor BQM associates were picked and tied up into batches of 2 days followed by 3 days of OJT and gauged the improvement.