Labeesh Lakshmanan

Operations Associate

Bengaluru, Karnataka, India14 yrs experience

Most Likely To Switch

Key Highlights

11+ years in E-commerce and BPO sectors.
Expert in process optimization and customer experience.
Certified Six Sigma Green Belt professional.

Stackforce AI infers this person is a skilled operations manager in the E-commerce and BPO sectors.

Contact

Skills

Core Skills

Stakeholder ManagementProject ManagementCustomer SupportProcess Improvement

Other Skills

Analytical SkillsBusiness StrategyCross-functional Team LeadershipCustomer ExperienceCustomer SatisfactionData AnalysisIT and Customer Relationship Management (CRM)KRAsOperations & People ManagementOutsourcingPerformance ManagementService DeliveryService-Level Agreements (SLA)Six Sigma Green BeltTeam Leadership

About

Certified Six Sigma Green Belt professional with 11+ years of experience in E-commerce captive space (D2C - bewakoof.com and B2C - Swiggy.com & Bigbasket.com) / BPO / 3rd party outsource. Skilled in Service Delivery, Operations & People Management, Analytical Skills, Service-Level Agreements (SLA), IT and Customer Relationship Management (CRM). I'm a team-oriented professional with expertise and cross-functional acumen in achieving operational synergies to deliver results as per the customer's requirements and an aspiring leader who connects people to ideas so they unlock potential and achieve the impossible.

Experience

Cred

Video KYC Operations | Compliance & Efficiency | Process Optimization | Customer Onboarding

Apr 2023 – Present · 2 yrs 11 mos · Bengaluru, Karnataka, India

Handling the Video KYC team at CRED, driving end-to-end process management and team leadership. Experienced in setting up operations from scratch, including SOP creation, hiring, and implementing tools and workflows to optimize efficiency and compliance. Passionate about building high-performing teams and delivering seamless customer experiences. Skilled in operational excellence and process innovation.

KRAsStakeholder ManagementProject ManagementBusiness StrategyAnalytical SkillsCross-functional Team Leadership+1

Bewakoof.com

2 roles

Head Of Customer Experience

Jul 2022 – Apr 2023 · 9 mos · Bangalore Urban, Karnataka, India

KRAsStakeholder ManagementProject ManagementBusiness StrategyAnalytical SkillsCustomer Support+1

Senior Manager

May 2021 – Jun 2022 · 1 yr 1 mo · Bangalore Urban, Karnataka, India

Customer or Vendor Focus:
Delivering good Customer and Vendor experience by Improving call center efficiency (Customer Service & Seller support).
Enhancing the contact option for Customers/Sellers by redefining the chatbot and IVR flow.
Explaining the process and handling the second level of Customer or Vendor escalations.
Deep drive into the Social Media escalations and analyzing the issue by doing necessary RCA
Improving customer or vendor experience by means of increasing FCR percentage (Calls & Tickets)
Problem Solving & Data Analysis:
Maintains and improves call center operations by monitoring system performance, identifying and resolving problems.
Periodically check the process SOPs to enhance and betterment if any changes are required.
Conducting system audits and analyses, process improvement, and quality assurance programs.
Finding out service gaps and escalating at the right time (Fresh desk tool, Admin Console, One direct & Ameyo CRM)
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
Stakeholder management to ensure customer escalations are closed within TAT.
Process Improvement & Managing Processes:
Order fulfillment: Created a dashboard to populate the order breaches with respective to the Estimated shipping date to ensure the orders are delivered to the customer within the defined Estimated date of delivery.
Primarily working with Logistic, warehouse, category team, BI & tech team.
Cost per unit and Cost per call reduction by improving the productivity and efficiency
Shift Statistics, Skeleton preparing with forecasted data and roster handling
Driving all Process SLAs (CPU, Ticket TAT, C-sat, FCR, SM Complaints, Quality and etc)

KRAsStakeholder ManagementCustomer SupportCross-functional Team Leadership

Swiggy

2 roles

Operations Manager

Promoted

Apr 2020 – Apr 2021 · 1 yr

Directly accountable for managing teams up to 220 along with outsourcing partner management for staffing & scheduling requirements, Performance, Reporting, and Billing, etc
Contact reduction of restaurant partners by enhancing the partner app.
Delivering good customer and Vendor experience by Improving call center efficiency (OMT & Partner support LOB)
Explaining the process and handling the second level of Customer or Vendor escalations or Social Media escalations and analyzing the issue by doing necessary RCA
Improving customer or vendor experience by means of increasing FTR percentage (Calls & Tickets)

KRAsStakeholder ManagementCustomer SupportCross-functional Team Leadership

Assistant Manager

Jan 2019 – Apr 2020 · 1 yr 3 mos

KRAsCustomer Support

Bigbasket.com

Deputy Manager

Apr 2016 – Jan 2019 · 2 yrs 9 mos · Bengaluru, Karnataka, India

Accountable for team size of 200 associates with 10 TL’s & 2 AMs.
Handled Voice & Non-voice process for customer support with 24/7 shifts.
Ensured the peak volume of 40,000 calls per day with SLA.
Been a core member while setting up a new contact center in Hyderabad from hiring to stabilizing the process.
Automated an address verification calling with the integration of geotagging with the internal admin portal to reduce the call volumes.
Provide regular feedback to senior management about marketplace and competitor activity.

KRAs