Jun 2022 – Dec 2022 · 6 mos · New Delhi, Delhi, India

• Working to empower lead generation for Financial products.Helping startups and leading e-commerce companies in delivering excellent customer service and escalation handling.Planning , forecasting and executing manpower deployment for multiple clients.

Jul 2021 – May 2022 · 10 mos · India

• Spearheading delivery and performance in SaaS environment for Enterprise, Superbrand, and SMB customers (Voice & Chat).
• Cross-trained resources to save the cost of 2 FTEs.
• Accurate forecasting and resource management saved costs of ($20K) in the first year.
• Analyzed customer feedback and data to identify opportunities for improvement to increase First Call Resolution by 10%.
• Implemented several initiatives to increase overall customer satisfaction (an increase of 25%) YoY average CSAT of 94%.
• Collaborated with customer success and support teams to troubleshoot and resolve customer issues, resulting 7% reduction in customer churn.

Dec 2020 – Jul 2021 · 7 mos · Gurugram, Haryana, India

• Responsible for customer success through the program deliveries and strong customer relationships Develop customer relationships to promote customer satisfaction and retention.
• Working with existing set of identified customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.
• Provide business and technical support to customers with the goal to keep customers satisfied with the business’s products

Jun 2020 – Dec 2020 · 6 mos · Mumbai, Maharashtra, India

• Responsible for revenue generation with a given set of business development associates. Forecasting of revenue generation path which includes methods of generating maximum outputs. Direct sync with product engineering team for suggestions and modifications received from customer experience and UI observations. Handling daily operations like roster management, productivity, and quality assurance. Mentoring a team of business development associates to achieve the threshold and reach interpersonal goals.

Oct 2017 – May 2020 · 2 yrs 7 mos

• Dedicated Operation Manager and effective leader who excels at using proven methods and cutting-edge technology to successfully cut costs, streamline operations and increase productivity. Assertive and enthusiastic, with extensive knowledge of process optimization and an unsurpassed work ethic.

Oct 2016 – Sep 2017 · 11 mos

• Responsible for contact center operations of e-commerce clients. Managing a team of 25 operations associates that are creating a life long experience while providing right information and assistance related to pre-sales and post sales for e-commerce companies. Roster Management, Team handling, Problem solving , Escalation resolution , Monthly review reports and training and certification of new hires and internally promoted.

Dec 2014 – Sep 2016 · 1 yr 9 mos

Jul 2014 – Dec 2014 · 5 mos