Jan 2024 – Present · 2 yrs 2 mos

Sep 2022 – Apr 2024 · 1 yr 7 mos

• Supervise and lead a team of team leaders and sales - service representatives, providing guidance, coaching, and feedback to ensure high performance and achievement of targets.
• Conduct regular team meetings, performance evaluations, and one-on-
• one sessions with team leaders to monitor progress, address concerns,and provide continuous support for skill development.
• Oversee day-to-day operations of the Swiggy Sales and Service process,ensuring smooth functioning, adherence to processes, and achievement of key performance indicators (KPIs).
• Monitor and analyze operational metrics and reports to identify areas for improvement, optimize processes, and drive efficiency enhancements.
• Implement strategies to address customer escalations, resolve complex issues, and ensure customer satisfaction and experience.
• Identify opportunities to enhance productivity, customer experience, and operational efficiency within the sales and service process.
• Collaborate with cross-functional teams, such as Training, Quality Assurance, and Technology, to develop and implement process improvements, standard operating procedures, and best practices.
• Prepare and present performance reports to senior management, highlighting achievements, areas of improvement, and action plans for continuous growth.
• Proactively identify trends and patterns from data analysis to drive informed decision-making and improve overall operational performance.
• Collaborate with internal stakeholders, such as Operations Managers, Client Managers to ensure smooth coordination, effective communication, and alignment of goals.
• Build and maintain positive relationships with external stakeholders,such as clients and customers, addressing concerns, managing expectations, and fostering long-term partnerships.

Jun 2018 – Sep 2022 · 4 yrs 3 mos

• Lead and manage a team of BPO operations representatives, ensuring
• effective communication, goal alignment, and high-performance standards.
• Provide coaching, training, and guidance to team members to improve
• their skills, productivity, and overall performance.
• Conduct regular team meetings to communicate updates, address
• concerns, and foster a positive work environment.
• Monitor and track individual and team performance metrics, such as
• productivity, quality, and customer satisfaction, taking necessary actions to meet or exceed targets.
• Provide constructive feedback and recognition to team members based on their performance.
• Identify performance gaps and implement performance improvement plans to enhance individual and team effectiveness.
• Collaborate with cross-functional teams, such as Training, Quality Assurance, and IT, to ensure smooth process execution and continuous improvement.
• Analyze operational reports and data to identify process bottlenecks, inefficiencies, and improvement opportunities.
• Serve as an escalation point for complex customer issues or complaints,resolving them efficiently and ensuring customer satisfaction.
• Instill a customer-centric mindset within the team, emphasizing the importance of delivering exceptional service and building positive customer relationships.
• Prepare and present regular reports on team performance, highlighting
• key metrics, trends, and improvement areas.
• Analyze data and trends to identify root causes of issues or performance gaps, and propose solutions or process enhancements.
• Foster open and effective communication channels within the team,
• ensuring timely information sharing, feedback, and updates.
• Act as a liaison between the team and higher management, conveying
• team updates, challenges, and suggestions.

May 2018 – Jun 2019 · 1 yr 1 mo

• Provide prompt and courteous assistance to customers via various channels to address inquiries, issues, and requests.
• Listen actively to understand customer needs and provide accurate and helpful information or solutions.
• Develop a deep understanding of the company's products or services to effectively address customer queries and provide accurate information.
• Troubleshoot and diagnose customer issues by actively listening, asking relevant questions, and analyzing available information.
• Communicate clearly and effectively with customers, ensuring accurate and concise information is conveyed.
• Maintain professionalism and proper etiquette in written and verbal
• communication with customers.
• Follow established processes and guidelines to ensure consistency and accuracy in customer support operations.
• Continuously strive to improve customer service skills and knowledge
• through training and development initiatives.
• Share knowledge, best practices, and customer insights with team
• members to enhance overall customer support effectiveness.
• Act as a positive and supportive team member, fostering a cooperative
• and collaborative work environment.