Feb 2019 – Mar 2020 · 1 yr 1 mo · Gurugram, Haryana, India

• Client facing role mandates keen understanding of their requirements and formulating processes accordingly
• Formulating the standard operating procedures for Order Management
• Successful processing of 3000+ orders/day on Pan India Level.
• Manpower management , shrinkage and Attrition
• Customer retention and life cycle management
• Designed training modules, process structure, quality check processes and measuring team’s performance
• Closely working with business team to formulate daily/weekly/monthly promotional activities and running over the call marketing campaign for the same
• CRM Dashboard designing and implementation of various tools like automated calling allocation, orders assignment, promotions notifications enabling agent’s productivity with less time and efforts

Mar 2017 – Feb 2019 · 1 yr 11 mos · Gurugram, Haryana, India

• It’s a digital trucking market-place aspiring to transform the logistics industry; operational in 40+ cities with 1 Lac + truck suppliers and 35,000+ transporters
• Heading team of 20 agents aligned to manage day-to-day operations includes customer business requirements, payments, queries and complaints
• taking care of order to delivery process escalations
• Managing the funnel of ~2K key accounts with 90% of monthly engagement
• Responsible for generating demand of ~1000 orders per day
• Roster and manpower management
• Setting up of complete payment process
• Coordinating with sales team for targets delivery

Dec 2016 – Mar 2017 · 3 mos · Gurugram, Haryana, India

• About Grofers - Grofers is a low-price online supermarket that gets products across categories like grocery, fruits & vegetables, beauty & wellness, household care, baby care, pet care and meats & seafood delivered to your doorstep
• Project assigned by founders of the company to on various new projects. i.e – end to end operations of Sabzi bhandar (retail shops in societies–), Community manager (multilevel marketing to increase sales).
• Conducting performance evaluation of employees to identify and categorize staff members as target achievers and non-achievers of Free lancers
• Verifying compliance of process with the prescribed protocol, and take corrective measures in case of discrepancies
• Designing training sessions for the new employees and educate them on technical aspects to freelancers in market

Aug 2015 – Nov 2016 · 1 yr 3 mos · Gurugram, Haryana, India

• Designing training sessions for the new employees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc.
• Verifying compliance of process with the prescribed protocol, and take corrective measures in case of discrepancies
• Conducting performance evaluation of employees to identify and categorise staff members as target achievers and non-achievers
• Monitoring daily process operation at team level to ensure smooth operation of all activities, and resolve issues, if any
• Identifying areas and opportunities to upgrade quality standards within management processes and system
• Order Processing of Merchant based orders via platform
• Roster Management and Planning