Christ University, Bangalore

Visvesvaraya Technological University

St. Joseph's University

Customer Experience Manager @ Udaan.com  -  Ex-ACT  -  Ex-Wlend

PhonePe

Merchant Onboarding & Helpdesk Manager

• Own business metrics and processes, aligned with business goals; Implement KPIs(Key Performance Indicators), metrics, audit processes, and best practices to track, maintain and exceed productivity (TPH) and quality (DPMO/defects/internal audit scores) as per service level agreements. Actively manage capacity and triggers for investigations to balance supply and demand.
• Contributes to goal settings for direct team members in lines with process goals.
• Responds to escalations/analyzes data; highlights trends and gaps, and prepares data for business meetings/reviews.
• Analyze defects and develops programs that fix root causes and work with other support/tech/process excellence teams wherever required.
• Build and scale process-related solutions that have metric impact through multiple projects and automation; drive adoption of solutions across teams.
• Review SOPs, processes, and tools to ensure that proactive changes have a positive impact on process and team performance.
• Prepare and share scorecards monthly following leadership aligned timelines, ensuring effective performance management and optimum employee experience. Acknowledge and reward strong performers.
• Guide new joiners to meet training goals during onboarding and training phases, providing coaching as necessary.
• Recruit top-quality reviewers/classifiers and develop their skills by setting SMART goals and driving developmental plans. Provide regular coaching and feedback to help them grow in functional and leadership skills, expanding team capabilities which provide growth opportunities for future leaders.
• Ensure direct team members adhere to their schedules by punching in and out on time daily, accurately tracking their activities as productive or non-productive and applying leaves on the amazon portal to avoid impact to Utilization and productivity.

Amazon

Compliance Manager

Responsibilities: 
- Manage operations for KYC & Geo Location Profiling of Users
- Manage customer request and handle complaints received via respective ticketing tools
- Ensure that the SLAs and Business KPIs are met as per the Business requirement
- Drive CSAT for internal and external customers
- Drive Business value creation projects and ensure the implementation within the agreed timelines
- Ensure BCP plan is in place and continuity of the service is secured during business disruptions
- Develop people and drive employee engagement

Accountabilities: 
- Accountable for Ticket resolution of customers requests/queries within agreed lead times
- Reporting of own teams performance including RCA
- Control People KPIs like Voluntary Attrition, Engagement score, Succession planning coverage and talent recruitment

Growth History
- Started with L2 (Escalation Campaign Management), then moved to L1 (Inbound Call Campaign) and now managing Outbound Campaign.

Udaan.com

Manager - Customer Experience

I. Marketplace Responsibilities
1. Responsible for scouting and onboarding of merchants
2. Managing seller agreements, seller accounts, escalations and payouts
3. Responsible for product cataloging and optimization of all the marketplace operations
4. Working with the category team to understand different ranges under each product category
5. Managing the entire listing of various sections of content & cataloging of products on the website by being a subject matter expert

II. Digital Marketing Responsibilities
1. Building SEO friendly product pages by managing website URL’s, Header Tags & Metatags
2. Working with the design team to ensure that all supporting collaterals for products are created for website and marketing consumption
3. Executing paid google adwords and social media strategy, which included high performing campaigns resulting in increase of website visitors and sales
4. Grow new leads, including marketing-qualified leads, by converting site traffic through calls-to-action, landing pages, and lead generation content (including offers)
5. Monitored all corporate social media accounts and website for customer feedback to ensure positive online presence

III. Operations Responsibilities
1. Recruiting, training & managing city operations team including order fulfillment, returns, exchanges and transfers
2. Designing and implementation of workflow process and SOP's for field operations teams
3. Forecast sales, orders and package fulfillment to guide staffing and scheduling at the distribution centre
4. Managed discontinued items, process and coordinated all closeout sales for the company

IV. Customer Service 
1. Manage calls, chat and email support team for pre-sales, sales and after sales queries
2. Handling all customer escalation calls to resolve customer complaints and addressed concerns with employees
3. Monitoring Calls, Email & Chat Replies for quality
4. Developed and implemented best practices for achieving customer delight

Wlend

Customer Experience Operations Manager

Responsible for end to end service delivery of new and existing customer for business growth and maximize the profits of the organization by meeting the required service delivery targets.  

I. New Deployments
1. Prepare new area expansion plans with support of yearly business plan covering geographical spread of retail customers, subscriber base, operations budget, operations manpower plan and projected revenues
2. Design and implement new deployment strategies to ensure achievement of SLA’s and GART’s (Gross Average Response Time) targets as per the approved plan 
3. Design & Submit MIS format for tracking and compliance against service delivery plan
4. Submit periodic market intelligence report on New Network Reach 

II. Fault Repair
1. Manage all trouble tickets of existing customers raised by customer support team
2. Design and implement fault repair strategies to ensure achievement of SLA’s and GART’s (Gross Average Response Time) targets as per the approved plan 
3. Design & Submit MIS format for tracking and compliance against service delivery plan
4. Submit periodic market intelligence report on fault repair statistics, preventive maintenance of network, senior elements performance, & audit compliance of all New Deployments. 
5. Ensure 100% deployment of all shifting and reconnections achieved across the city.  

III. Team Management
1. Recruitment & retention of service delivery team
2. Conduct reviews of various operations teams on weekly basis to initiate relevant trainings for improving their functional & non-functional skills
3. Conducting regular field checks and inspections to ensure quality of job sheet completed
4. Deploy an effective incentive plan for all front line team members
5. Responsible for maximizing team’s productivity
6. Ensuring better CSAT in Service Delivery.

Atria Convergence Technologies Pvt Ltd

Service Delivery Manager

Gained extensive knowledge and experience required for promotion to management positions under direction of experienced personnel by performing the following duties in eight months of training with 2 major projects. 

1. Improve the CSAT for Hyderabad Community Business - 3 Months
2. Proactive & Reactive Maintenance for Indira Nagar Branch in Bangalore - 3 Months

1. Received training and performed duties in several departments such as Service Delivery, Finance, Call Centre, Customer Service, Sales, Field Operations, Marketing and IT. 
2. Understanding & Learning line and staff functions, operations, management viewpoints and company policies and practices that affect each phase of business. 
3. Understanding performance goals and objectives with upper management. 
4. Understanding performance progress monitoring with management and key trainers. 
5. Observing experienced workers to acquire knowledge of methods, procedures, and standards required for performance of departmental duties. 
6. Acquiring knowledge of all the standards, procedures and methods that are needed for departmental duties and performance by reading and analysing company policies and SOP's manuals
7. Performing additional duties which are often assigned to management trainees by respective department head

Management Trainee

As a Market Researcher for mRupee launch in Bengaluru, I studied market conditions and surveyed customer preferences and statistical data in order to examine potential of a new product to be launched in the market & support internal teams during their decision making process regarding the product. 

mRupee: A unique and revolutionary service that enables you to do various transactions with convenience through a mobile phone

1. Conducting an effective market and industry analysis to identify the need for mRupee and the overall need for Mobile Money Order for specific category of audience
2. Generation of robust database with desired set of audiences with their valid contacts numbers and average Money Order value
3. Understanding target market characteristics and mapping their needs with the offerings 
4. Conducting daily field visits in the allocated geography for primary data collection using questionnaire and structured interview methodology
5. Database creation from a list of target geography to generate user persona and target segmentation
6. Use the data gathered during the research to carry out market, customer, competitor and industry analysis 
7. Deliver research findings in customised reports in PPTs and other formats, as the requirement may be

Tata Teleservices Ltd

Summer Intern Trainee

As a trainee in a manufacturing unit, I spent one month at Trident Powercraft Pvt Ltd which is owned by EMERSON to gain experience and knowledge about all departments of the unit. 

1. To learn, understand and experience all the functions of a manufacturing firm
2. To gather data of all functions by conducting extensive research on SOP's, reports and user manuals of various departments and interviews with HOD's. 
3. Understanding and experience of market sizing, market entry, GTM strategy, existing market, competitors and customer intelligence projects 
4. Understanding of various frameworks and models used in forecasting and demand planning
5. Understanding of publicly available financial statements and conduct financial analysis
6. Understanding of various HR Initiatives and policies that govern factory floor workers 
7. Active understanding of planning, efficiency, and quality control related tasks/initiatives at the factory floor
8. Timely and comprehensive communication and documentation of findings and proposals

Trident Powercraft Pvt Ltd

Internship Trainee

Co-Founded an eco-friendly products manufacturing firm based out of Bangalore. 

1. Setting targets for all functions with a special focus on sales and marketing
2. Developed online marketing channels; including Paid Search, Display, Affiliate and Social Media to ensure regular demand for products
3. Developed key strategies to leverage eco-friendly products sales ecosystem by forming partnership with existing stores & outlets across Bangalore to de-risk the dependency on online sales channel and increase over sales of products
4. Developed partnership with external agencies to plan, develop, execute sales of eco-friendly products across high rise apartments in Bangalore
5. Creating monthly budgets for various functional needs
6. Resolving complex manufacturing problems like raw material sourcing, shortages of manpower etc., and anticipating change in trends and redirecting team’s efforts as necessary
7. Maintenance of manufacturing & sales performance reports & providing feedback to individual team members where ever necessary
8. Actively building consensus within and across teams to enable coordinated forward progress and motivating the team

Madani Md