Nov 2023 – Jan 2026 · 2 yrs 2 mos · Bengaluru, Karnataka, India · On-site

Jan 2022 – Mar 2023 · 1 yr 2 mos · Bengaluru, Karnataka, India · Remote

• · Developing and/or referring to performance metrics (KRA/KPI) to drive team performance and business results.
• · Manage and review operational reports (Attendance adherence, Client scorecard, Metrics management reports)
• · People Management: Leads and develops a team of 120-125 associates/supervisors/specialists/SME's/ATL's Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards, define and implement any corrective actions needed to meet operational performance standards.
• · Identifies customer impacting issues and implementing solutions and process improvements to increase customer satisfaction.
• · Participates in cross-functional process improvement initiatives. Analyse and maintain all Client Service Level Agreements and implement improvement plans as needed.
• · Responds to escalations, providing root cause analysis and recommendation. Develops remediation plan and drives to resolution with minimal guidance from Manager.
• · Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.
• · Responds to queries from team, internal business partners, candidates, and customers including high level leadership teams.
• · Manages key stakeholders both internal & external & partnering with them for process enhancement.
• · Knows and works with outside sources to develop interpretations and solutions for complex issues.
• · Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement.
• · Selecting, training, developing, and managing performance of direct reports and their associates; including planning and assigning work for staff in accordance with the organization’s policies and applicable legal requirements.

Apr 2018 – Jan 2020 · 1 yr 9 mos · Bengaluru, Karnataka, India

• Handling team of 35-50 associates through 1:1s, behavioural and customerhandling coaching and individual development plans; develop talent and manage team performance in order to meet and exceed customer satisfaction goals.
• Handling daily KRA/KPI like CSAT, DSAT, FRT (First response time), AHT (Average handling time), Active hours, CPA (Chat per agent) Quality and compliance scores.
• Handling team shrinkage, attrition and daily coaching and feedback sessions.
• Conducting quarterly performances reviews and discovers training needs and provide coaching.
• Attending calibration sessions with the Quality team on defining Ultimate Customer Experience how to operationalize it effectively to ensure the advisors get the same message understand how to deliver it.
• Monitoring chats to identify trends in advisor’s knowledge, skills and on call behaviours to provide real time intervention on the chats to improve customer experience
• Handling customer escalations / sup chats to demonstrate customer centricity.
• Managing cases raised by team ensure 100% audit adherence.
• Taking ownership for Compliance within the team and ensuring zero instances of non-adherence.
• Listen to team members’ feedback and resolve any issues or conflicts
• Recognize high performance and reward accomplishments
• Creating daily and weekly production reports and providing timely, honest and constructive feedback (performance and behavioural) on a regular basis.
• Planning conducting activities to increase team engagement and driving fun at work, to enhance team bonding and employee satisfaction.

Aug 2016 – Apr 2018 · 1 yr 8 mos

• Handling team of 15-30 people in International voice/Non voice process (Client Service).
• Handling daily, monthly and quarterly KRA/KPI like CLTV (Client lifetime value), CRR (Client retention rate), CSAT (Customer satisfaction score), FCR (First contact resolution), ART (Average resolution time), ACR (Average conversation rate), NPS (Net promoter score), CES (Client effort score).
• Support the Organization to ensure accurate and timely Client delivery through the development process from initial concepts research, artwork creation, documentation, implementation inclusive of running the campaigns on various digital platforms within the required timeline to ensure best in the class deliverable to all clients.
• Brainstorming and contributing to the Account Team's efforts on brand communication/ strategy for the client.
• Has to ensure pending request pick up by team member on time to meet the pick-up SLA.
• Create an inspiring team environment with an open communication culture
• Handling escalation emails/calls if any issues escalated by business team and meeting the business requirements.
• Monitor team performance and report on metrics
• Evaluate new technologies and add-on applications to improve and optimize marketing team performance.
• Deliver and maintain hands on & overview training.
• Manage calendar, registration date & reports on training participations.
• Responsible of creation and syndication of online product launch content.
• Designing and implementing new marketing process.

Jun 2014 – Jul 2016 · 2 yrs 1 mo · Bengaluru, Karnataka, India

• Handling customer escalations on social media by making calls and sending E-mails. • Providing resolutions to the customer as per the customer complaints on social media. • Taking necessary actions on the case to case and making follow ups with particular departments to resolve the customer escalations.

Mar 2012 – Mar 2014 · 2 yrs · India

• Manage the effectiveness and efficiency Support Services to HR, IT and Finance teams •Payroll management and incentive plans. •Events planning and management. •Sharing short and long-term organizational planning and strategy as a member of the management team