Team Leader
Flipkart Internet Private Ltd
Bengaluru
08.201 - Current
- During tenure at Flipkart, handled customer support responsibilities, ensuring timely and accurate solutions to customer inquiries. resolved customer issues and collaborated with cross-functional teams to deliver personalized solutions, exceeding customer expectations.
- Started with sales in 2014 for inbound customers and placing orders.
- Worked for Flipkart CEO escalations, where we handled all escalation cases that were escalated to Grievance and CEO.
- Handled high escalation cases of social media platform and successfully resolved the problems, and recognized as best performer.
- Became a client of Teleperformance and Startek companies and managed the entire partner location, presenting Flipkart. Interacted with clients and resolved problems.
- As a client, I was also conducting final round interviews for the candidates at partner locations and understood the problems. I hired based on the selection criteria.
- Communicate with senior management to provide updates on team performance and initiatives.
- Self-performance was a key metric and always managed to be greater than 4.50 out of 5 ratings.
- Tracked customer support requests and developed reports to identify and address recurring customer issues.
- Resolved customer queries with a first-contact resolution rate of 88%, resulting in increased customer satisfaction.
- Identified and escalated customer issues to the appropriate teams for resolution, resulting in faster problem resolution.
- Evaluated team performance and provided constructive feedback to help team members improve.
- Ensured team members had the resources, tools, and training needed for success.
- Resolved conflicts in a professional and timely manner.
- Developed and implemented team processes to improve productivity and efficiency by 80%.
- Developed a system for recognizing team accomplishments and rewarding success.
- Analyzed data and evaluated survey feedback to identify areas of improvement.
- Successfully completed 180 initiatives with process change with 90% accuracy, whereas the target for the year was 144, hence exceeded the given target.
- Worked on aging cases as it was critical on customer escalations and reduced the numbers, which had dropped from 42% to 8%, after the successful task that was taken.
- Always kept the numbers for Customer satisfaction, Resolution scores, and Quality on track and achieved the numbers 85% and above.
- Taken care of >72 hrs, untouched cases, and got it down gradually from 68% to 12%, and successfully brought down the numbers.
- Handled 29 batches in a year with a success rate of 89% for certification and onboarding.
- Managed to handle 173 head counts from different partners, from different locations.
- Got appreciation from managers for being on track in maintaining the numbers, and also escalating issues to POCs at the right time, and exceeding yearly targets.
