Led CX Team & Product Strategy, via multi-platform audit, customer / business needs gathering & CRM platform redesign.AI integrations for cost/manual check reduction and automation of processes.Handled 150+ Agents, 2 AM's and 4 Team Leaders in the Customer Service Department and ensuring they meet their defined quality&productivity targets.Handled Training and Quality Team for keeping the proper compliance checks in place.Managed Day-to-Day operational activities.Acted as a… Show more Led CX Team & Product Strategy, via multi-platform audit, customer / business needs gathering & CRM platform redesign.AI integrations for cost/manual check reduction and automation of processes.Handled 150+ Agents, 2 AM's and 4 Team Leaders in the Customer Service Department and ensuring they meet their defined quality&productivity targets.Handled Training and Quality Team for keeping the proper compliance checks in place.Managed Day-to-Day operational activities.Acted as a collaborator between the operations, marketing, category, product team and the end customer.Vendor management and Coordination which includes pricing and onboarding of Telephony solution provider.Handled of customer’s escalation which includes legal and social escalation also, resolving customer issues catering to seamless customer experience.Key responsible for the overall performance of the team.Designed training modules, process structure, quality check processes and measuring team performance.Process Forecasting to manage spikes. Show less

Led a team of 200+ Agents and 8 Team Leaders in the Customer Service Department and ensured they meet their defined quality&productivity targets.Handled Day-to-Day operational activities.Acted as a collaborator between the operations team and the end customer. Key responsible for the overall performance of the team.Designed training modules, process structure, quality check processes, and measuring team performance.Process Forecasting to manage call spikes.

New Hire Trainings, Refreshers for the teams, and escalation handling. Dialler management and break management.

Managing the cash on delivery confirmation process, working with social media team for escalations and inbound calls

Handling customer complaints, queries and concerns through inbound channel.