Nov 2019 – Jun 2021 · 1 yr 7 mos · New Delhi, Delhi

Jun 2018 – Oct 2019 · 1 yr 4 mos

Jun 2016 – Jun 2018 · 2 yrs · Noida Area, India

• Currently Managing Inside Sales for Getmeashop.com
• Get Me A Shop is helping offline businesses and local retailers to go online and enhance their online presence. A complete and comprehensive solution to create responsive websites/ landing pages, accept payments for services or products, automated marketing via Emails and SMS and multi-channel marketing - one click post to various online listing portals. An easy to use CRM is bundled with the offering to help in managing customers and keeping them engaged.
• We are solving the fragmentation problem across different SaaS offerings and building an ecosystem to help SMBs adopt and leverage technology.
• Responsible for developing interactive strategies and tactics based on insight from web analytics, secondary research and emerging trends to increase Revenue.

Jun 2015 – Feb 2016 · 8 mos · Gurgaon, India

• Grofers is an on-demand delivery service from stores around you.
• Currently i am looking into their contact center operations as a Manager for their customer service wing. My current project is based and focused on exceptional customer experience along with the maintenance of the following :
• Complete Contact Center Analysis
• Creation of Contact Center Operating Model
• Bench-marking Study
• Best Practices Study
• Score Card creation to Measure the gains on Efficiency & Effectiveness
• FCR (First Call Resolution) Improvement.
• Delivering exceptional call quality.-Streamlining processes & quality standards
• All this along with 3 assistant managers and 70 FTE's reporting in to me directly or indirectly in the customer service wing alone.

Jul 2014 – Jun 2015 · 11 mos · Sector 62, Noida

• Beno support technologies Pvt ltd.
• Team Leader- International (Operations) Sales and Support since July’14
• Managing sales and support for a captive unit inbound technical support process of Beno Support
• Technologies.
•  Accountable for managing 30 FTE’s round the clock in a 24*7 inbound process.
•  Primarily responsible for top notch customer service to clients varying from different countries
• such as
•  Providing Technical Support to customers based in USA, Australia, UK and Germany by
• taking remote access of their Computers.
•  Upselling for existing customers to extend their services with our company for technical
• support. Target based up selling of USD 25,000/month
•  Served as a resource for process redesign and development for performance criteria.
• Presented project plan to the customer and facilitated meetings and workshops.
• Provided guidance in strategic provisioning planning to project team and customer.
• Implemented project management practices that resulted in successful project delivery.
• Implementation of Roster and Preparation.

Apr 2013 – Jun 2014 · 1 yr 2 mos · Noida Area, India

• Running operations for COE Canon India Private Limited on the payrolls of FCS Software Solutions.
• § Directly accountable for managing teams up to 70 FTE & 2 team leads §
• Interacting with Support functions for staffing & scheduling requirements, Performance reporting etc
• Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in process operations and meeting of individual & group targets
• Determining training needs of employees; conducting suitable training programs to enhance their operational efficiency leading to increase productivity.
• § Managing Team Leads & CCEs and work towards Process Excellence.
• Lead, direct and manage outbound site operations to ensure that the operations staff executes service agreements at, or above the customer's standards
• Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients
• Personally coach, train and mentor direct subordinates and provided career development opportunities through training and quality management activities.
• To make necessary changes in staffing based on day of week, Call volume and other anticipated events§ Monitors productivity of customer service representatives and generates reports.
• Manages the subordinates and is responsible for overall direction, Co-ordination Planning, assigning and directing
• Direct Client interaction, correspondences with client and its customers.
• Identifying capacity limitations & bottlenecks and process problems and bringing about improvements in the same §