Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Disclaimer
Timeline
Generic

ADARSH YADAV J S

Bengaluru

Summary

With over 10 years of experience in strategic account management and customer success, I am passionate about fostering mutually beneficial partnerships. I excel in leveraging deep customer insights and data analysis to drive satisfaction and product adoption. My track record includes reducing churn, negotiating renewals, and increasing account value.

Overview

10
10
years of professional experience

Work History

Assistant Manager - Customer Delight & Operations

Swiggy
Bengaluru
10.2022 - Current
  • Managing 500+ members, 5 outsourced partners out of Bengaluru, Hyderabad, Kolkata, Shimla, Delhi, Mohali, Jamshedpur and Noida
  • On-boarding partners to cater to dynamic volume projections, ensuring a seamless onboarding process
  • Collaborating with city heads and business leaders on NVA/VA experiments, tracking NPS and other CX-impacting KPIs regularly
  • Driving NPS improvement for the region and working with city teams to create a deep-rooted, sustainable customer-centric culture
  • Managing regional city experiments with a customer-centric POV and aligning city initiatives to enhance custom experience
  • Ensuring that the CC team is in sync with the business dynamics by means of end-to-end governance on Hiring, Training & Daily Operations as per business and customer experience goals
  • Working with product & business to reduce CPO, suggesting product enhancements for cost-effectiveness and customer experience enhancement
  • Solving CX impacting issues, monitored improvement, and measured the impact of experiments
  • Proposing a WFH/PT/PCM Module solution for all outsourced partners & reduced cost per order
  • Collaborating with operational excellence and customer experience teams to refine existing SOPs, and gauge the shift in ITO and Cost

Team Leader - Customer Delight & Operations

Swiggy
04.2022 - 10.2022
  • Managing a team of staff with 2 SMEs of both Chat & Email process
  • Handling multiple operations tasks related to - Customer chat and email support
  • Handling multiple projects to improve Customer Satisfaction
  • Manage the tasks of the email desk with a number of cases aligned to Swiggy
  • Providing feedback on customer expectations to the team members.
  • Ensuring process and product terms of orders & the way to provide better customer satisfaction
  • Taking valid suggestions from the consultant or customers if any regarding the Swiggy customer support or the dashboard used by them and make them prioritized in case look genuine and make the same part of reviews
  • Reviewed reports updated by Supervisor/Coordinators and prepared feedback
  • Developed and implemented the operating procedures of the organization
  • Having SMEs aligned for the critical cases and take care of the process in the absence of Managers
  • Was taking final round before the intervention of the agent for my processes

Assistant Team Leader - Customer Delight (Chat Process)

Swiggy
04.2018 - 03.2020
  • Managing a team of staff
  • Manage the tasks of managing all incoming chats
  • Handling multiple operations tasks related to - Customer chat
  • Providing feedback on customer expectations to the team members
  • Ensuring process and product adaptation for better services
  • Documentation on products and developing teams' knowledge base
  • Reviewed reports updated by Supervisor/Coordinators and prepared feedback
  • Developed and implemented the operating procedures of the organization
  • Managing all critical escalations on data products and ensuring proper closure

Floor Supervisor - Customer Delight (Chat and Voice Process)

Swiggy
04.2016 - 03.2018
  • Manage the OJT (Job Training) batches before they hit production.
  • Coordinating with the training team for smoother batch delivery.
  • Manage the tasks of managing all incoming chats and calls.
  • Handling multiple operations tasks related to - Customer chat and voice.
  • Providing feedback on customer expectations to the team members.
  • Ensuring process and product adaptation for better services.
  • Documentation on products and developing teams' knowledge base.
  • Developed and implemented the operating procedures of the organization.
  • Managing all critical escalations on data products and ensuring proper closure.

Customer Delight Executive

Swiggy
03.2015 - 04.2016
  • Provide qualitative services to customers on their order-related issues.
  • Document every chat with regard to the chat log.
  • Maintaining CSAT and AHT.

Education

Bachelor of Computer Application -

NIILM University
KAITHAL - HARYANA
01-2014

High School Diploma -

APS Polytechnic
Bengaluru
01-2011

SSLC -

BES School
Bengaluru
01-2007

Skills

  • Project Management
  • Budgeting & Cost Control
  • SLA & KPI Management
  • Stakeholder leadership
  • Effective communication
  • Critical Thinking
  • Partner onboarding
  • Data Analysis
  • Customer experience
  • Cost Reduction
  • Performance tracking
  • Team leadership
  • Operational governance
  • SOP development
  • Escalation management
  • Process improvement
  • Analytical thinking
  • Scheduling and planning
  • Analytical skills
  • NPS improvement

Accomplishments

  • Value Champion Award - 2023
  • Annual Swiggstar Award - 2022
  • Made a Difference Award - 2021
  • Best Team Leader Award - 2019
  • Best Supervisor Award - OND 2016
  • Best Supervisor Award - AMJ 2016
  • Best Supervisor Award - JFM 2016
  • Consistently maintained high customer satisfaction ratings.
  • Created highly effective new program that significantly impacted efficiency and improved operations.

Languages

  • English
  • Hindi
  • Kannada

Disclaimer

I hereby declare that the above-mentioned information is correct to the best of my knowledge.

Timeline

Assistant Manager - Customer Delight & Operations

Swiggy
10.2022 - Current

Team Leader - Customer Delight & Operations

Swiggy
04.2022 - 10.2022

Assistant Team Leader - Customer Delight (Chat Process)

Swiggy
04.2018 - 03.2020

Floor Supervisor - Customer Delight (Chat and Voice Process)

Swiggy
04.2016 - 03.2018

Customer Delight Executive

Swiggy
03.2015 - 04.2016

Bachelor of Computer Application -

NIILM University

High School Diploma -

APS Polytechnic

SSLC -

BES School

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ADARSH YADAV J S