Feb 2018 – Jul 2021 · 3 yrs 5 mos · Coimbatore, Tamil Nadu, India

• Achievements
• ● Setting up the base for customer service operations - expanding the team size from just 5 members to 60+ agents in a span of 1 year.
• ● Provided efficient support and also achieve the SLA for a customer during the peak season, that resulted in high revenue for the customer and in-turn the numbers agents increased by 40%. Have potential for a 100% growth.
• ● Setting up daily reports, agents grading and quality metrics.
• Roles and Responsibilities
• ● Product Catalog Management- catalog creation, image processing
• and content development/enrichment.
• ● Content Management - content creation/proof reading for products,
• blogs and websites.
• ● Customer Service Management – managing all the CSR agents and ensuring the e-mails/chat/calls are completed on TAT.
• ● End to End project management - managing the internal team and tracking the process and team performance.
• ● Client Engagement - maintaining a business relationship with the customers and ensuring timely quality deliveries.
• ● Identifying Scope for Automation
• ● Training, Feedback & Benchmarking
• ● Performance Tracking & Data Analysis

Nov 2015 – Nov 2017 · 2 yrs · Coimbatore Area, India

• Achievements
• Setting up the base for e-commerce content management, creating documentation, best practices and reports & Monitoring.
• Completed a large project in a span of 2 months by coordinating with smaller service providers and start-up companies and with limited staffing in-house that resulted in a 63% profit for the company. Enhancing product data for 2 million products for a reputed online retailer in India.
• Business Acquisitions, venturing into new avenues, established business relationship and maintaining a healthy relationship between the organization and its customers. Achieved a yearly revenue profit of 23%, recovering all the losses incurred during the initial department setup stages.
• Roles and Responsibilities
• Product Catalog Management - catalog creation, image processing and content development/enrichment.
• Digital Marketing - Search Engine Optimization and Social Media Marketing
• Client Engagement, maintaining a business relationship with the customers and ensuring timely quality deliveries.
• Helping brick and mortar companies to venture into e-commerce, full end to end solutions from website creation to data management.
• End to End project management, managing the internal team and tracking the process and team performance.
• Pre-Sales, identifying areas of sales pitch in for the organization and working along with the BD team to bring in more business.

Jun 2013 – Jan 2015 · 1 yr 7 mos · Greater Coimbatore Area

• Projects:
• Property Tax E-Mail Support
• Appraisal Research
• Data Entry
• Indexing
• Invoice Adjustment
• Legal Documentation
• Litigation
• Job Responsibilities:
• Project Management & Team Management (a team of 10-20 Members)
• Report Generation with MS Excel and Access. (a fair usage of Macros)
• Identifying process improvement and automation.
• Getting trained on new processes and train the team in turn.
• Planning and execution of the projects.
• Creating Monthly Project reviews and explaining the same to the management.
• Resource allocation and resource analysis.

Oct 2012 – May 2013 · 7 mos · Coimbatore Area, India

• Projects:
• Data Entry
• Contact Research
• E-mail Validation
• Online Research
• Job Responsibilities:
• Team Management
• Weekly/Monthly Report Generation, Monthly performance Statistics
• Excel reports/Project Planners.
• Risk Analysis
• Project Planning and Execution
• Identifying the Training needs of different processes
• Final Sign Off for the deliverables in a Quantitative and Qualitative Manner
• Training of New Employees
• Scheduling Training for New and Existing employees

Jul 2011 – Sep 2012 · 1 yr 2 mos · Greater Coimbatore Area

• Projects:
• Catalog Management
• Image Mining
• Competitive Intelligence
• Categorization
• Feedback Analysis
• Job Responsibilities:
• Analyzing the training needs and allocate the resources to specific training sessions
• Team Handling.
• Reviews and Report creation based on the Team’s Performance.
• Reviews and Monitoring sheets maintenance (MS Excel).
• Monthly, Quarterly and Yearly Report Generation.
• Project Report/plan Presentation.
• Creating Monthly Reports and sending it across to the MIS team and Managers.
• Quality Management.
• Training and supervising the team.
• Operating team relationship and handling grievances.
• Task allocation to the team and tracking the same.
• Ensuring Qualitative and Quantitative Analysis before final Sign-Off of a Project.

Nov 2009 – Jun 2011 · 1 yr 7 mos · Greater Coimbatore Area

• Worked on a Project for Classification of Apparels
• Review and Feedback Analysis
• Product Cataloging
• Quality Management

Jun 2009 – Oct 2009 · 4 mos · Greater Coimbatore Area

• Started my Professional career at Ugam Solutions in June, 2009.
• Product Cataloging for Online Retailers
• Internet Research