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• Lead the CS Operations team - Inbound, Outbound, Email, Chat, Escalations & Social media team• Hiring & training of CS members – Agents, TLs, QAs, Trainers & Social media members• Accountable for CS metrics – Service levels, Response times, Ticket resolution SLA, Abandon, Quality & CSAT• Design SOPs & training manuals for CS team• Liaison with Courier partners for customer escalations, Non delivery cases, Reverse pick up etc.• Act as the Escalation point for cross-functional teams• Conduct root cause analysis of customer escalations & drive corrective actions• Collaborate with Product team to drive CS digitisation projects to improve efficiency, CSAT or reduce cost• Deploy new age products to improve efficiency & drive self-service – Telephony dialer, Chatbot, Live Chat, IVR integration with CRM, Ticketing system, Quality audit tool etc. • Performance reporting, analysis & reviews

Nov’15-Sept’16: Senior Analyst – Customer SupportOct’16-Mar’18: Team Leader – Customer SupportApr’18-Aug’19: Team Leader – Operations (Reverse Logistics & B2B)Role: Team Leader – Customer support• Manage the Inhouse contact center operations team (Inbound/Email/Chat) – 50 seater• Responsible for delivering targets w.r.t SLs, Abandoned rate, AHT, FRT, Productivity, Quality & CSAT• Manage the daily shift adherence, shrinkage & unplanned leaves• Analyse interval wise trend for manpower planning• Handle escalated cases & conduct performance review sessions for new members• Recommend product enhancements for Contact reduction, Efficiency improvement & CSAT• KPI monitoring, preparing dashboards & attend monthly business reviewsRole: Team Leader – Reverse Logistics & B2B• Manage the Reverse logistics & B2B Order delivery team – 15 members• Responsible for managing KPIs w.r.t Forward/Reverse SLAs, Escalations, Quality & Pin code coverage• Liaison with Courier partners for customer escalations, Non-delivery cases, Reverse pick up etc.• Coordinate with Top 5 courier partners for order delivery in >20k pin-codes of B2B clients• Coordinate with Tech team for issues faced by team/courier partners/B2B clients• Suggest process/policy/tech changes to improve Enterprise delivery or Reverse pick-up experience• KPI reporting & reviews

• Respond to customer queries/complaints received on Email• Deliver metrics like Productivity, Quality audit%, CSAT & SLAs• Give recommendations for process change & product enhancements• Act as the back-up for Team leader to manage the team activities & reporting

• Part of Health management KPO process - US clients• Organise HR & pay-roll records as per client requirement• Meet SLAs, Quality & compliance requirements• Single point of contact for Security risk management team at client end• Training & mentoring new joinees in the team