Oct 2021 – Present · 4 yrs 7 mos

• Meesho operates as a multifaceted e-commerce entity, specializing in a wide array of products ranging from clothing, accessories, electronics, to fast-moving consumer goods (FMCG). With a formidable presence spanning over seven years in the e-commerce sector, Meesho stands as a formidable competitor alongside other long-standing industry giants. In my capacity as a Team Lead, I assume the pivotal role of overseeing a dedicated team comprising 15 In-house associates and 25 Outsourced associates. This team is entrusted with the crucial task of addressing and resolving concerns and grievances raised by our supplier base. Such concerns are channeled through various platforms, including social media, legal channels, direct engagement with the CEO, and other escalation sources. The primary mandate of my team revolves around the proficient management of all queries and complaints voiced by our suppliers, ensuring that each concern is meticulously addressed and resolved in a timely manner. My overarching responsibility extends to the consistent achievement of critical business metrics. Furthermore, I am committed to ensuring that any supplier reaching out to us, be it through Inbound Calls, Chat, or social media, receives a systematic and efficient response, reflective of our dedication to quality service delivery.

Jan 2020 – Oct 2022 · 2 yrs 9 mos

• Managed a team of 30 associates handling inbound calls, chats, and social media queries and complaints from customers. Ensured SLA and QA metric targets were consistently met. Provided guidance to agents, helping them achieve their KRAs. Managed chat and call assignments and closures within TAT. Oversaw social media team for timely responses to customer grievances. Coordinated with social media team for customer call-backs.

May 2013 – Mar 2016 · 2 yrs 10 mos

• Managed a team of 20 associates handling inbound calls for verifications from companies and colleges in the United States. Ensured SLAs were met and handled escalations. Facilitated operational meetings for issue resolution. Led the transition of the UBER project.