Sep 2018 – Present · 7 yrs 9 mos · Noida Area, India

• Our films, culture, and media have sold us the BIGGEST LIE ever! That relationships and sex life need no work. Nothing can be farther from truth.
• Good intimate relationship and sex life needs time, skill, and effort.
• If you are facing issues in your relationship or sex life or if you want to enhance the quality of your sex life and relationship, talk to me - pallavi@getintimacy.com
• I’m a certified sexuality, intimacy coach.
• I have helped thousands of clients have a secure, stable, and sexually satisfying intimate relationship.
• 𝗛𝗼𝘄 𝗜𝗻𝘁𝗶𝗺𝗮𝗰𝘆 𝗖𝗼𝗮𝗰𝗵𝗶𝗻𝗴 𝗵𝗲𝗹𝗽𝘀?
• 1. You are not able to find a right partner
• 2. You are in a relationship but there are constant disagreements and conflicts. You feel misunderstood, unheard, and unseen in your relationship
• 3. Sometimes there are no fights and yet the marriage feels mechanical, and chemistry is missing.
• 4. Your sex life has become stale and lacks passion!
• 5. You are curious being and want to learn new skills to increase relationship/ sexual satisfaction.
• 6. You are in a sexless marriage
• 7. You are battling any kind of sex addiction
• I am here to help!
• I’ve been featured in Indian Express, Huffington Post, Times of India, BBC, The Hindu, Deccan Chronicle, Femina, YourStory, The Week, India Today, Asian Age, Hindustan Times, Mumbai Mirror, Bangalore Mirror, Dainik Bhaskar, Quint, and many more.
• The most important thing for you to know is that this is not just a job for me – I get so much joy out of helping people have healthier and happier intimate lives.
• I know that sex can be an intimidating topic for many people, but the reality is that neglecting your sex life is too big of a price to pay. Do you really want to spend a lifetime not faking orgasm or having sex like a chore? Feeling disconnected from your body? Having bad sex ruin relationships after relationship?
• Of course not!
• I’m here to help you take the bold, courageous, and FUN steps towards creating the INTIMATE life of your dreams.

Dec 2017 – Aug 2018 · 8 mos · Gurgaon

• Handling voice and non-voice contact centre with 150+ FTE and 8 Supervisors
• o LOB’s – Order Processing, Voice, Chat, Email, Quality, Social Media
• o Manage and improve key call centre metrics – Call Abandon, Agent Productivity (Idle, Dials, Talk
• Time, Attrition, Attendance, Breaks) Review and Digitization TAT, NPS, CSAT, Ticket Solved,
• Reopen, Missed Chats, FRT, Pendency, FCR, Team Huddles, PKT’s, Incentives
• o Maintain quality standards through regular audits, feedback sharing, track improvement
• o Guided team on content creation and updation of SOP’s that leads to standardised and unified
• response across team
• o Created quality guidelines matrix as a benchmark for team to follow.
• o MIS – Reporting on trends, outliers, executive productivity, top call and email drivers
• o Create a pipeline for product inputs from CS – Bugs and Features
• o Automated key processes – CSAT, Order processing, return and refund tracker to reduce manpower
• and improve intelligence around actionable data.

Dec 2015 – Dec 2017 · 2 yrs · Gurgaon, India

• o Call Centre Operations – Lead a team of 40 FTE and 6 support staff for outbound and inbound customer support campaigns – (OLX Helpline - Voice, Chat, Content Quality, Lead Generation)
• o Performance Metrics – Billing, abandon, contact rate, conversion, agent productivity (idle, hold, productive aux), hiring, attrition, shrinkage, training, quality score, attendance, and CSAT
• o Email Customer Support – Lead Email customer support through Zendesk
• o Chat Service Desk – Launched Zopim Live Chat Service on OLX App Metrics – GNL, NNL, CSAT
• o Social Media, Playstore – Play store (<4 ratings) & social media escalation support
• o Fraud and Risk Management – Action fraud complains & guide customers to legal recourse

Apr 2015 – Dec 2015 · 8 mos · Gurgaon

• Define & implement strategies for new seller onboarding
• Rolled Out Pan India seller acquisition competition in association with NEN (National Entrepreneurship Network - Wadhwani Group)
• Launched eCommerce Consultant Program - Seller Servicing - Training, Help-desk Support
• Conducted AMSAT - Account Management Team Satisfaction Audit with Snapdeal Sellers

Nov 2013 – Mar 2015 · 1 yr 4 mos · Noida Area, India

• Lead Customer Service Dept. of 99acres.com
• Set up client servicing team of 20 FTE's who manage 2000 Key Advertiser Accounts
• Set up and innovate customer centric processes for CSAT, solution delivery, retention, & upgrade
• Set up Telecalling unit & CRM for 99acres.com and implemented outbound calling through dialler. The unit increased lead delivery to clients by >50% from financial year (2013-14) to financial year (2014-15).
• Quality Auditor for 50 Seater Call Centre – Manage Call SLA’s – FCR, CSAT, Fatal, PKT
• Telecalling Coach – Perform process knowledge tests, Train agents on voice & accent, customer focus, call opening and closing, right pronunciation, product knowledge etc.
• Set up Complaint Management System (Ticketing System, Toll Free No, CRM, Live Chat) to ensure user query/ complaint is resolved within set TATs – Unit brought down client complaint rate from 60% to 15%
• Content Management - Manage accuracy of client site content. Enhanced the microsite content quality score from 85% to 95%
• MIS & Reporting - Craft reports and analytics representations that allow customer centric insights to be easily understood
• Increased Pan – India client upgrade/ retention rate by >30%

Mar 2011 – Nov 2013 · 2 yrs 8 mos · Noida

• Campaign Management - Conceptualization, Execution, Monitoring, and ROI Management
• Inventory Management - Managing design & content of microsite, mailers & banners.
• Maintaining TAT - For client complaint management & solution delivery
• Sales Support – Support sales team in new client acquisition
• Campaign Reporting – Live Performance reporting & post campaign execution analysis
• Email Marketing – Conceptualization, Design, Data Selection, and Blast of EDM, monitor metrics such as open rate, click rate, enquiries, phone views
• Call Centre Management – Quality SPOC of 30-seater call centre for lead verification process. Conducted quality checks, training, and assessment of call centre associates.

Mar 2010 – Nov 2010 · 8 mos · Mumbai Area, India

• Develop & Manage Marketing Plan for the portal – Online and Offline
• SEO, Social Media Marketing (Blogs, Articles, White Papers, Webinar, Press Releases)
• Update website content with latest news and events through Content Management System
• Preparing monthly performance reports on the marketing activities to BH
• Email Marketing - Newsletter design, conceptualization, and blast to targeted database
• Review the performance of all sites and online marketing campaigns - Google Analytics
• Writing media responses/articles on behalf of Senior VP and CEO
• Editor for marketing newsletter (Technology and Outsourcing specials) sent to over 20K prospects (CXO level) across US, UK, India and Middle East.

Apr 2009 – Feb 2010 · 10 mos

• Experience in product conceptualization, client handling and product support.
• Expertise in Techno-Commercial product evaluation and optimization of vendor solutions.
• Experience in managing projects throughout the lifecycle from requirements gathering through release.
• Supporting the pre-sales/ sales function for new client acquisition.

Apr 2008 – May 2008 · 1 mo

• Assessed business viability of upcoming FTTH project, developed business model for the same