Evoke

Senior Manager

Urban Company (Formerly UrbanClap)

Senior Operations Manager

- Four teams to manage: Customer Support for Beauty, EPC, Social Media, and Loyal Team.
- Reduced contact rates and kept both categories' costs to a minimum.
- Maximized performance by monitoring daily activities and mentoring team members. 
- Resolution Rate and Response time have improved to 90+
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Feb 2019  to Nov 2019 Associate - Provider Service
- Provider Service or front-end provider handling.
- Handling provider queries and ensuring to resolve the issues or queries.
Dec 2019  to Dec 2020 Senior Associate - Provider & Customer Service
- Handling provider/Customer queries and ensuring to resolve the issues or queries.
- Escalate problems when unable to resolve provider/Customer issues.
-  Promoted as SME in just 11 months and supported newly trained associates during the transition period.
Jan 2021  to July 2021 Subject Matter Expert - Provider & Customer Service
- Quality check of all Client-specified reports generated during the shift. 
- Mentor and guide team members in the improvement of individual performance.
- Preparing performance reports and publishing the same to all stakeholders. 
- Ensure an ample amount of training intervention is planned and delivered for the assigned team members.
Aug 2021  to Dec 2022 - Manager 
- People management for 50+ FTEs. Service delivery on performance and efficiency KPIs, as well as different company enhancements via insights development and strategic decision-making using data analytics.
- Managing large-size teams that are working closely with Consumers and partners (vendors) to ensure a seamless experience for the customers.
- Working on business development projects to drive key improvements in User Experience and cost reduction through business automation.
- Managing outsourced Processes and creating visibility to the different stakeholders through various reporting dashboards. Promoted as Senior Manager Jan 2023.

Customer Service Manager

Urban Company

Customer Operations Manager

Intelenet Global Services Private Ltd.

- Assisted the client in setting up their company's Google My Business page.
- A few months ago, during active production, I moved into a floor support role to assist the phone and email teams.
- As a team leader, I assisted the new hires with formatting their phone and emails correctly. Sharing caller and emailed feedback.

Online Strategist

Intelenet Global Service Pvt. Ltd

- Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Senior Customer Service Executive

- Involved in numerous business improvements by generating insights and making strategic decisions using data analytics.
- Managing huge teams that collaborate closely with customers and partners (vendors) to provide a seamless experience for customers.
- Working on business development projects to improve user experience and reduce costs through business automation.

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