Ajitha Pillai
Bangalore
Summary
Talented professional considered knowledgeable leader and dedicated problem solver. Brings in 10+ years of valuable expertise to forward company objectives. Attentive to detail with experience in coordinating projects, programs and improvements.
Overview
13
13
years of professional experience
Work History
Project Manager
Bigbasket.com
01.2021 - 12.2022
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Monitored project performance to identify areas of improvement and make adjustments.
- Provided detailed project status updates to stakeholders and executive management.
- Met project deadlines without sacrificing build quality or workplace safety.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Negotiated and managed third-party contracts related to project deliverables.
- Mentored junior team members in project management best practices to enhance their skills and contribute to better overall performance.
- Created accurate budgets based on resource requirements, allowing for optimal allocation of funds across all aspects of the projects.
- Enhanced overall project success by conducting thorough post-project evaluations and incorporating lessons learned into future efforts.
Subject Matter Expert
Bigbasket.com
04.2018 - 12.2020
- Mentored junior team members, contributing to their professional growth and development.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Managed complex projects from inception through completion, delivering high-quality results within tight deadlines.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Installed, configured, and monitored new system features based on user needs.
- Fostered culture of continuous improvement, identifying and implementing process optimizations.
- Enhanced client relationships by delivering tailored advice and demonstrating in-depth product knowledge.
- Cultivated strong professional network to gain insights into emerging industry trends.
Senior Customer Service Representative
Myntra
05.2015 - 03.2018
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Engaged clients in person and over phone to answer questions and address complaints.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Escalated issues to proper supervisors when standard processes were not effective.
- Utilized CRM tools effectively for efficient tracking and reporting of customer interactions and outcomes.
- Provided backup support during peak periods or staff shortages to ensure seamless service delivery to clients at all times.
- Consistently exceeded performance targets, earning recognition as a top-performing Senior Customer Service Representative on multiple occasions.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.
- Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Team Leader
IRIS Intractive Communication Pvt Ltd
09.2009 - 11.2014
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Facilitated decision-making processes within group through open dialogue and consensus-building techniques.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
- Streamlined internal processes, reducing project completion times and increasing overall efficiency.
- Achieved project milestones ahead of deadlines, coordinating effectively with stakeholders and managing resources efficiently.
Education
High School Diploma -
Kendriya Vidhyalaya
Amritsar, India05-2012
Skills
- Client relations
- Cross-functional collaboration
- Root-cause analysis
- Stakeholder communications
- Customer focus
- Teamwork and collaboration
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Malayalam
Advanced (C1)
Timeline
Project Manager
Bigbasket.com
01.2021 - 12.2022
Subject Matter Expert
Bigbasket.com
04.2018 - 12.2020
Senior Customer Service Representative
Myntra
05.2015 - 03.2018
Team Leader
IRIS Intractive Communication Pvt Ltd
09.2009 - 11.2014
High School Diploma -
Kendriya Vidhyalaya
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