Senior Process Manager at Capgemini (2025-06 – 2025-11)
Manager at Sai Silks Kalamandir (2025-03 – 2025-04)
Assistant Manager at Startek.com (2021-07 – 2025-01)
Handled multiple processes including Flipkart (Online Shopping) and Zomato (Chat/Escalation). Managed team sizes of 17-25 users handling customer queries across multiple channels.
- Worked with Flipkart process (Online Shopping Website) from Jul 2021 to Feb 2022
- Handled team size of 17 users on call handling for customer queries
- Maintained AHT/CSAT parameters on daily basis and tracked shrinkage and attrition
- Analyzed day-to-day MIS reports and prepared WBR and MBR
- Collaborated with quality/training team for process improvements and feedback sessions
- Created SOP for smooth and consistent process flow
- Conducted one-on-one sessions with users regarding KRA performance
- Conducted employee recognition activities
- Interacted with Flipkart client for daily production quality
- Worked with Zomato chat process handling escalation department from Feb 2022
- Handled team size of 25 users on chat and call for customer queries
- Handled escalation calls when agents encountered difficulties
Team Lead at TechMahindra (2020-09 – 2021-03)
Worked with UPS process - a logistic handling portal running globally.
- Handled team size of 25 users working on key entry of shipments over UPS portal
- Maintained SPH (shipments per hour), quality and production metrics
- Controlled shrinkage and attrition
- Analyzed day-to-day MIS reports and prepared WBR and MBR
- Checked with quality/training team for process improvements and feedback sessions
- Created SOP for smooth and consistent process flow
- Conducted one-on-one sessions with users regarding KRA performance
- Conducted employee recognition activities
- Interacted with clients for quick and qualitative daily production
Team Lead at ShopClues.Com (2017-11 – 2019-08)
Handled chat team, email team, escalation team and inbound team for online E-commerce platform.
- Drove KPIs including CSAT, KRA reports creation, cost per save, revenue avoided
- Established meetings among team members and higher designated employees
- Responsible for interacting with team and sharing organization goals and achievements
- Analyzed team quality and training parameters
- Provided opportunities to agents for guidance and support to build career prospects
- Checked process correctness and information shared with customers
- Created SOP (Standard Operating Procedure) for call, email and chat channels
- Handled chat team, email team, escalation team and inbound team
- Shared quality feedback and discussed team improvement pointers for execution
- Maintained and controlled shrinkage and attrition
- Had technical knowledge and customer care understanding of sales, policies and procedures
Subject Matter Expertise Customer Support at ShopClues.Com (2017-03 – 2017-11)
Provided technical support and customer service expertise for online E-commerce portal.
Senior Analyst Customer Support at ShopClues.Com (2015-10 – 2017-03)
Senior analyst role supporting customer queries for online E-commerce website.
Technical Support at Softbiz Solutions Pvt Ltd. (2015-07 – 2015-10)
Provided technical support for eMEDZ Connect pharmacy software platform.
- Solved queries through Emails
- Provided support and assistance through calls
- Provided live chat support through Whatsapp application
- Provided remote access in helping to install software and its function usage
Email Executive & Technical CCE at Jabong.Com (2012-05 – 2013-11)
Provided email support and technical customer care for online fashion retail platform.
- Provided E-Mail Support to Customers and related Clients
- Problem resolving and maintaining customer related queries
- Solved Customer queries with extreme importance
- Conducted follow-ups of autogenerated mails through high priority calls
