Taking care of Omnichannel customer support.

 Managing team size of 250 associates (Chat & E-mail), SMEs and team managers to provide cost effective, high quality service within agreed SLAs and timeliness. Responsible for customer experience quality and service delivery at the in-house and outsourced location.  Managing daily operations and ensuring that team is achieving the process SLAs. Taking care of capacity planning and roster management. Hire, manage and develop high performing team. Identifies individual strengths of team members and actively fosters career advancement within Foodpanda. Understand the business values, initiatives and translates those into everyday CS practices. Works with the VP of Business Operations to determine strategy to achieve overall business goals. Monitor customer, market, competitor activity and provide information to the concerned department.  Coordinating with department heads and ensured effective working in all aspects of projects.  Weekly/Monthly review with the in-house and outsource Management team on their KRA’s & team work assigned to them & their team members. Helping team Leaders & team members (Agents) to achieve their monthly Goals and focus on C-sat improvement and discuss new opportunities to improving the same. Coordinating with the Training team to ensure that batches will get delivered within the time frame along with expected/targeted throughput. Prepare KPI performance reports for outsourced partner to be submitted to the management.  Ensuring the daily operations KPI’s like C-Sat, AHT, Shrinkage, Quality, and Attrition is managed as per the SOW by the outsourced management. Ensuring the Capacity is planned as per the volume trend shared by us. Auditing of the billing raised by the partner.

 Managing Order Processing Team (Voice) with 6 direct and 120 in-direct reportees Responsible for maintaining the quality above 80% and APT (Average Processing Time) below 3 minutes. Responsible for controlling basic KPI’s like Attrition, Shrinkage, Success Rate, Schedule Adherence. Managing daily operations and ensuring that team is achieving the process SLAs. Identifying and investigating root causes and trends of errors and working towards eliminating these to increase accuracy. Manage customer expectations and contribute to a high level of customer satisfaction (NPS & C-SAT).  Ensuring that process quality score achieve the required target and feedbacks/coaching is in place.  Moved to Customer Operations (Chat/Email) w.e.f Oct’16 – March’17. Responsible for all the above-mentioned areas for in-house and outsourced Partners

 Managing all channel Partners as a Relationship Manager and resolving their issues, concerns related to product and service. Responsible for Customer Service North India.  Responsible of E-Ticketing  Managing offline sales  Coordinating with the other department heads to maintain the TAT in respect to refund issues, unresolved customer related issues  Heading customer feedback process and retention process through voice and E-mail.

 I was responsible for looking after the East & Central (India) Tele-Collections for CitiFinancial Consumer Finance Limited Handled a team of 22 Agents, and keeping a track of their daily, weekly and monthly productivity, Attendance, Shrinkage, Attrition and quality.  Feeding back information to staff via useful and productive staff meetings Auditing calls for maintaining call quality and process standards and also barging in to live calls for team and giving instant feedback, as and when required Client Interaction Positively motivating staff and People Development