Apr 2024 – Jan 2025 · 9 mos · Delhi, India · On-site

• In my role at Amala Earth, I led efforts to analyze and improve operational workflows, collaborating with departments to develop strategies aligned with organizational goals. I managed supply chain and warehousing operations, ensuring efficiency and monitoring KPIs to drive better performance and productivity.

Dec 2017 – Jul 2023 · 5 yrs 7 mos · Gurugram, Haryana, India · On-site

• Optimizing and improving the operational processes across various support channels (chat/voice/email/social media) and geographies to meet process standards and deliver quality metrics. Enhancing customer satisfaction levels and coach and mentor Team Leaders to meet their KPIs. Responsible for identifying scalable customer-centric solutions to problems and identifying inefficiencies to achieve operational success.
• Working cross-functionally to develop and implement automations and suggest product developments to improve user experience on the front-end and support touchpoints. Responsible for performance management activities within the team, including supervision, goal-setting, current performance communication, employee engagement, development, review, and constant mentoring channelized through a constructive feedback program.
• Analyzing metrics, reports, and data trends to identify customer pain points and bring reforms to improve customer experience. Managing vendors, conducting business reviews, driving performance, documenting trends and actions, and being accountable for performance metrics.

Aug 2016 – Nov 2017 · 1 yr 3 mos · Gurgaon, India

• Responsible for overseeing a team of 40-50 associates and ensuring that they deliver on operations, quality, and performance metrics. Working closely with the leadership to review performance regularly and devise action plans to achieve targets. Managing client relationships, collaborating with support functions such as recruitment and training, and monitoring productivity and employee engagement. Successfully delivered high customer satisfaction scores consistently for six months, and identified areas of opportunities for improvement and implement corrective actions. Worked as a Single point of contact for all non-operations departments and ensuring compliance with quality assurance and customer service standards. Complete ownership of driving and managing optimum efficiency, healthy attrition rate, and end-to-end delivery of all SLAs, KPIs, and client expectations.

Apr 2014 – Aug 2016 · 2 yrs 4 mos · Gurgaon, India

Jun 2011 – Mar 2014 · 2 yrs 9 mos · Gurgaon, India