Amit

Achievements – Consecutive 3 times top performer in Gurgaon team & 2020 Top performer in Asian Teams. About the Business - We at BIGO have the responsibility to keep a clean and user-friendly platform to attract more and more new users, also trying to provide the platform where new users can showcase their talents by performing and removing the content which is not appropriate as per user experience. In BIGO we have two applications LIKEE and BIGO LIVE. Our basic task is to remove the content which is not good to be on the internet.

Assigned Task:

● Having experience in support preferred Como (Content Moderation) Knowledge of working with Image level reviews and familiar with Como policies and norm

● People and Team Management skills Managing Operational Metrics/Practices Primarily

● Working in Team management and KPIs like AHT, Shrinkage, Attrition, Occupancy & Roster.

● Driving performance (efficiency, quality, hygiene)

● Solely responsible for the training of team on product, process & policy and keeping team up to date on policy/process update/policy disseminations

● Managing relationships with client Moderation team, liaising with internal stakeholders and external partners regarding all things related to the business

● Conducting performance reviews of each team member and explaining/set career development paths & opportunities for team members

● Report & escalate system issues/bugs/ downtime to management as necessary and in a timely manner

Team Lead (Restaurant Operations)

Primary Responsibilities:

Planning and making long term strategies, managing projects as assigned and organizing team to assist in these efforts, Real time control of Ops KPI's, heading end to end Vendor Operations, Product & Process Management, and Capacity Planning

· Handling Pan India Photoshoot Project under Content LOB

· Recruit, select, train, assign, schedule, coach, counsel employees

· Plan and review compensation actions; developing and implementing SOP, Policies and procedures

· Forecasting requirements; prepare an annual budget; schedule expenditures; analyze variances; initiating corrective actions

· Maintaining safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations

· Review and approve all operational invoices and ensure they are submitted for payment of content department

· Additionally, handling 3 third-party agencies giving business worth INR 1.5 Cr

· Documented user stories, specification and product features into a detailed work order to communicate across teams and ensure mandatory requirements are built accordingly

· Strategic initiatives to ensure Issue rate, fail rate and late rate is brought down consistently

· Prioritized a road map in order to achieve product goals and metrics

· Defined and analyzed metrics to measure the success of products

· Worked with support teams to resolve issues in accounting areas

· Maintained project quality with a hands-on management style

· Worked directly with Operation technical and back-office departments, along with major stake holders and Key account partners to achieve maximum profit margins

· Capture VOC and improve processes. Design and create SOPs to drive integrated strategic development process

• Created staff schedules, approved requested time off and updated reports.
• Worked with customer service to handle escalated customer issues.
• Oversaw inventory supply to maintain fully stocked shelves during high volume sales periods.
• Setting targets for both individuals and teams
• Offering Advisors guidance and feedback
• Managed team workload to reach targets for specific tasks.
• Set incentives and realistic targets associates could achieve.

• Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
• Built and strengthened relationships across functional leadership areas to keep revenue development and operational plans interconnected and effective.
• Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
• Set clear goals to monitor targets and offered real-time input on performance and motivation.
• Created and managed knowledge base to address frequently asked questions and offer how-to guides and troubleshooting instruction.

• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Responded to customer requests for products, services, and company information.
• Updated account information to maintain customer records.
• Participated in team meetings and training sessions to stay informed about product updates and changes.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Educated customers about billing, payment processing and support policies and procedures.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.