Charu Singh

Operations Associate

Delhi, India11 yrs 5 mos experience

Most Likely To Switch

Key Highlights

Increased customer retention rate by 10%
Managed quality and process excellence at Paytm
Led a team of quality analysts for optimal performance

Stackforce AI infers this person is a Customer Experience and Quality Management professional in the E-commerce sector.

Contact

Skills

Core Skills

Process ManagementQuality AssuranceCustomer RetentionData AnalysisCustomer ServiceOperations ManagementTeam Leadership

Other Skills

Process AutomationQuality ExcellenceProject ManagementQuality MonitoringSOP ReviewRoot Cause AnalysisData VisualizationCustomer Relationship ManagementProcess DevelopmentTrainingQuality AuditingCoachingSOP DesignData ManagementTeam Management

About

With over four years of experience in the e-commerce industry, I am a passionate and results-oriented team leader who strives to deliver customer delight and process excellence at Paytm, India's leading digital payments platform. As a team lead, I have managed various projects, such as increasing the rate of active merchants, revamping the standard operating procedures, and automating the tedious manual processes. I have also supervised and trained a team of quality analysts, ensuring optimal workload balancing and quality monitoring. Additionally, I have conducted root cause analysis, data visualization, and monthly review presentations, identifying and addressing the opportunity areas in the product and the process. One of my proudest achievements was designing and implementing a customer retention program that increased the retention rate by 10%. I have also leveraged my skills in new business development, marketing communications, and customer relationship management to enhance the customer experience and satisfaction. My goal is to continue to apply my knowledge and expertise in economics, quality assurance, and CRM to create value and impact for Paytm and its millions of users. I am always eager to learn new skills, tools, and best practices that can help me achieve this goal.

Experience

11 yrs 5 mos

Total Experience

1 yr 5 mos

Average Tenure

2 yrs 2 mos

Current Experience

Hcltech

Deputy Manager

Apr 2024 – Present · 2 yrs 2 mos

Managing Process and quality excellence for multiple projects
Process Automation

Process AutomationQuality ExcellenceProcess ManagementQuality Assurance

Career break

Personal goal pursuit

Apr 2023 – Mar 2024 · 11 mos

Blinkit

Team Lead - Customer Delight

Sep 2022 – Apr 2023 · 7 mos · Gurugram, Haryana, India

Paytm

2 roles

Team Lead - Quality & Process Excellence

Promoted

Aug 2021 – Sep 2022 · 1 yr 1 mo

Managing various projects like increasing the rate of active(transacting) merchant
SOP Review & Revamping
Handling a team of quality analysts
Workload balancing with quality monitoring
Responsible for finding the opportunity areas in the process and in the product
Automating the tedious manual process
Responsible for making and presenting monthly review presentations

Project ManagementQuality MonitoringSOP ReviewRoot Cause AnalysisData VisualizationProcess Management+1

Sr. Associate

Sep 2019 – Sep 2021 · 2 yrs

Process Development
Research on product and identify possible queries
Designe SOP
Audit calls / email & provided input and insight to key drivers of errors
Conduct Calibration Sessions
Training & Feedback sessions for agents
Managed & supervised outsourcing partner’s quality team.
Responsible for maintaining the ideal CSAT%
Root cause analysis of DSAT & escalated cases
Responsible for automation of various manual processes
Creating of the dashboard on Google data studio
Designed & implemented a customer retention program with an increase in 10% retention rate.

Process DevelopmentTrainingQuality AssuranceProcess Management

Foodpanda

Quality Analyst

Aug 2017 – Aug 2019 · 2 yrs · Gurugram, Haryana, India

Audited chats, calls, emails, and social media for both domestic & international process
(Hong Kong, Singapore, Malaysia)
Did audits for Order Processing Team
Review and audit various process to check variations.
Associate coaching and feedback.
Design and implement new ways to improve performance / qualitative delivery.
Act as a customer advocate and highlight process gaps.
Participate in calibration sessions.
Conducting Quality orientation sessions for new hires.
Designed SOP

Quality AuditingCoachingSOP DesignQuality AssuranceCustomer Service

Coho.in

Customer Experience Manager

Sep 2016 – Dec 2016 · 3 mos · Gurugram, Haryana, India

Managed day-to-day operations.
Allocation of tasks to different teams.
Handled customer queries on daily basis.
Responsible for customer delight.
Data Management.
Responsible for handling complete CRM.

Customer Relationship ManagementData ManagementCustomer ServiceOperations Management

Goodservice

2 roles

Senior Associate

Promoted

Mar 2016 – May 2016 · 2 mos

Managed a team of 4-5 associates, guided them in order to reduce the turn over time of a lead.
Developed communication among chat, fulfilment and logistics department in order to make them work smoothly.
Led and monitored audit process.
Maintained weekly reports.
Worked in the human resource department, hired and trained individuals.
Drafted training modules.

Team ManagementCommunicationOperations ManagementTeam Leadership

Content And Operations Associate

Apr 2015 – Mar 2016 · 11 mos

Listed & rated more than 300 vendors in 4 metro cities.
Handled large scale operations with over 200 requests daily.
Maintained both vendor & customer side communication.
Directly interacted with clients in order to make them understand the product/service.
Maintained weekly reports.

Kamla nehru college, du

Vice President

Aug 2014 – May 2015 · 9 mos

Responsible for handling various activities which included seminars, plural lectures , debates etc.
Organized the departmental fest "ECOPHORIA'
Organized the departmental trip.

Roomys internet technologies pvt ltd.

Marketing Intern

Jun 2014 – Aug 2014 · 2 mos · Greater Delhi Area

Hpcl

Research Project Coordinator

Jun 2013 – Jul 2013 · 1 mo · delhi

The project was " Lubes potential, Market Dynamics & Enhancing Bazaar, Lubes Profitability for HPCL in Northern Capital Region"
Did extensive research about the company's product
Did market surveys in order to understand the retailers,distributors needs&the obstacles they are currently facing , also to understand the retailers and distributors product preference.
Extensive research of the competitors and their products.
Completed the internship by presenting the PPT of the whole research.