Smriti Patni

Operations Associate

Gurugram, Haryana, India6 yrs 3 mos experience

Most Likely To Switch

Key Highlights

4+ years in business development and team leadership.
Expert in enhancing customer experience and retention.
Proficient in training and transforming new recruits.

Stackforce AI infers this person is a Business Development Leader with expertise in customer experience and team management.

Contact

Skills

Core Skills

Team ManagementLeadershipPerformance ManagementOperational StrategyCustomer ExperienceCoachingCustomer Relationship Management (crm)Sales

Other Skills

Attrition ReductionShrink ManagementQuality ManagementWeekly business reviewCustomer Escalation ManagementCalibrationCustomer SatisfactionTeam guidanceConflict ResolutionMonthly business ReviewBusiness PlanningTechnical LeadershipBusiness ProcessWaste ManagementClient calibration

About

4+ years experienced business development professional with an ability to enhance the customer's experience and expanding businesses as per the latest market standards. Certified leader with proficiency in delivering training to transform new recruits into high-performing professionals as part of driving business growth. Expertise in leveraging strategies to deliver prospective pitches and retaining key clients while ensuring compliance with organizational policies and procedures.

Experience

Wm india

2 roles

Team Lead

Promoted

Aug 2025 – Present · 7 mos · Gurugram, Haryana, India

Attrition ReductionShrink ManagementTeam ManagementLeadership

India Supervisor

Aug 2023 – Aug 2025 · 2 yrs · Gurugram, Haryana, India

Quality ManagementWeekly business reviewPerformance ManagementOperational Strategy

Wipro

Senior Subject Matter Expert

Aug 2022 – Apr 2023 · 8 mos · Gurugram, Haryana, India · On-site

1. Assisting the team aligned and helping them with real time assistance.
2. Analysing the team performance and coaching them to provide one stop digital marketing assistance to their customer's.
3. Sharing daily, weekly and monthly solution pitched reports to all the stake holders and management.
4. Facilitating team huddles and audited calls to provide weekly coachings to the aligned agents.
5. Helping the agents in acheiving their monthly and quarterly goal while being compliant on all the metrics and adherence to schedule.

Customer Escalation ManagementCalibrationCustomer ExperienceCoaching

Accenture

2 roles

Subject Matter Expert

Promoted

Sep 2020 – Aug 2022 · 1 yr 11 mos · Gurugram, Haryana, India · On-site

1. Managing the aligned teams and providing them with the real time assistance.
2. Handling the Team BQ's and assisting them over the call to improve their performance.
3. Recommending corrective and preventive technique to handle clients.
4. Conducting weekly one-on-one coaching and team huddles.
5. Performing RCA's for the dessatisfactory survey and auditing random calls to analyse the gap and sharing techniques to overcome from the gap.

LeadershipTeam Management

Customer Service Executive

Feb 2020 – Sep 2020 · 7 mos · Gurugram, Haryana, India · On-site

1. Handling 4-5 customers queries related to the telecom charges and plans.
2. Managing the customer bills and profiles.
3. Assisting the customers about the detail insights for the charges.
4. Selling the devices, insurance, plans and features as per customer requirements.
5. Maintaining the team VPC score and many parameters.

Customer SatisfactionSalesCustomer Relationship Management (CRM)

Teleperformance

Customer Service Executive

Jun 2019 – Dec 2019 · 6 mos · Jaipur, Rajasthan, India · On-site

1. Handling the guest queries related to bookings, refunds and managing with 100
year old hotel brand.
2. Assisting the guests' with the best rates available while making the reservations.
3. Managing the guest's accounts as well as claiming guarantees.
4. Resolving the guest's queries and difficulties faced with the accounts, while
making reservations and during the stay on the real time.