Archit Mehta

Operations Associate

Gurugram, Haryana, India5 yrs 4 mos experience

Key Highlights

Proven expertise in process optimization and operations management.
Strong track record in enhancing customer experience metrics.
Adept at cross-functional collaboration and data-driven decision-making.

Stackforce AI infers this person is a Process and Operations expert in the Customer Experience and Quality Management sectors.

Contact

Skills

Core Skills

Process ImprovementTeam ManagementQuality ManagementData AnalysisFraud InvestigationsCustomer Service ManagementProject Management

Other Skills

Microsoft Power BIProgram ManagementBusiness AnalysisProblem SolvingGoogle SheetsCommunicationMicrosoft OfficeDocumentationChargebacksCustomer SatisfactionCustomer SupportCustomer Experience ManagementOperations ManagementProcess ManagementIT Service Management

About

Service-oriented Process & Operations Lead with 6+ years, having strong track record in process optimization, customer experience, and operations management. Proven expertise in quality assurance, risk mitigation, and data-driven decision-making. Skilled in stakeholder engagement, SOP implementation, and enhancing NPS/CSAT while reducing costs. Adept at cross-functional collaboration and leveraging analytics to deliver strategic, scalable solutions. Seeking to lead initiatives that streamline operations and elevate business performance.

Experience

5 yrs 4 mos

Total Experience

1 yr 4 mos

Average Tenure

Current Experience

Ez

Process Manager

Dec 2023 – Sep 2024 · 9 mos · Gurugram, Haryana, India · Hybrid

Design and document processes and associated systems to enhance operational efficiency across various functions.
Manage a team of Data Analysts to ensure the process gets developed in a systematic and planned manner.
Evaluate business processes for efficiency and oversee implementation of reporting and monitoring systems, including live dashboards.
Share regular updates with the leadership.
Identify areas for improvement, propose initiatives, and develop business plans to drive impactful changes.
Oversee the management, adaptation and coordination of processes within and across departments.

Team ManagementProcess ImprovementMicrosoft Power BIProgram ManagementBusiness Analysis

Olx group

2 roles

Quality Team Lead

Promoted

May 2022 – Nov 2023 · 1 yr 6 mos

Currently handling Quality & Insights for operations with a team size of 10 auditors
Monitor and ensure the accuracy of the operations & contact center teams through audits and process improvement activities
Sharing reports with insights on current process trends and actionables to drive improvement
Suggesting and initiating process improvements, and identifying emerging process performance trends
Interact with the business, marketing & product teams to help drive operational improvements

Problem SolvingData AnalysisTeam ManagementProcess ImprovementGoogle SheetsCommunication+4

Senior Process Associate

Feb 2022 – May 2022 · 3 mos

Initiating plans to build the B2C funnel from scratch.
Doing thorough competitor analysis related to the B2C funnel
Working closely with the leadership teams to understand the business challenges
Looking at the product through the Customers lens and driving changes in the process as well as streamlining them.

Problem SolvingProcess ImprovementDocumentationCommunication

Amazon

Transaction Risk Investigator

Sep 2020 – Feb 2022 · 1 yr 5 mos · Hyderabad, Telangana, India

Worked on fraud detection by following SOPs and suggesting necessary changes for the betterment of the process.
Day to day tasks included investigating customer contacts to check for fraud detection and taking enforcement actions.
Worked through different queue lines for assessing chargeback requests initiated by customers.
Outperformed my Q3 quantity targets by 34% positive variance.
Initiated team bonding activities for better team performance.
Awarded best team for Q3 all across department.

Customer Service ManagementFraud InvestigationsChargebacksCustomer SatisfactionCustomer Support

Uber

2 roles

Executive - Analysis and Scaling

Jan 2020 – Sep 2020 · 8 mos · Gurugram, Haryana, India

Handling a team of 10 professionals, providing support to Uber partners on their queries over Kiosk systems.
My daily tasks consist of:
Data interpretation and analysis
Keep track of metrics like productivity, CX and target achievement.
Compiling and sharing of data with stakeholders.
Quality check of support provided.
Scaling kiosk to Tier-II cities on priority.

Problem SolvingCommunicationProject Management

Executive - Lost and Found(IND & LKA)

Jan 2019 – Jan 2020 · 1 yr · Gurugram, Haryana, India

Handling Lost & Found across IND and LKA
Support data related to Expert performance and city metrics.
Maintaining customer satisfaction and response time metrics.
Project improvement and Expansion

Problem SolvingCommunicationProject Management

My indo traveloutsav private limited

Business Executive

Jan 2018 – Jun 2018 · 5 mos · Pune, Maharashtra · On-site

6 month of Internship, to enhance my Industry Knowledge and Management Skills.
My role there included:
Data Gathering and Analysis so as to bring it into use.
Social Media Marketing.
Email Marketing
Lead Generation and Client Support
Design Brochures, Campaigns and Pictures.

Oil and natural gas corporation ltd

Server Administrator

Jan 2017 – Jan 2017 · 0 mo · Dehradun, Uttarakhand, India

Server Administration and Management
Acted as the Team Lead, for the team of 5.
Worked on RedHat Linux and file sharing in Linux.
Created a server between Windows and Linux machines for sharing files and Monitoring activities using SAMBA.