Ankita Kallodi
Customer Experience/Sucess Head - Retailer Support
Bengaluru
Summary
Over 18 years of established professional credentials of successfully managing Customer Service & Operations. Experienced in end to-end operations management of Financial Services Digital Platform, HealthTech, E-Commerce and Online HyperLocal Retail. Comprehensive understanding of multiple areas, products and processes within a function and how they interact in order to achieve the objectives of the function. Experienced in connecting with diverse clients, leaders within and outside the organization.
Designing the workflows to facilitate the smooth functioning of the process.
Contributing at company level - annual plans, strategic plans, and business and process development
Driving cost optimization via resource utilization, improve quality & ensuring consistency.
Drive value for Business (identify opportunities, solution deployment, benefit realization)
Drive process wide initiatives that align to business metrics
Structured problem-solving approach using both statistical and management tools.
Overview
19
19
years of professional experience
1
1
Language
Work History
Retailer Experience & Operations Lead
LoveLocal
03.2022 - Current
- Spear-heading operations of Retailer Support Services i.e from Onboarding Quality check, Inbound Customer Support (Chats & Calls), Outbound Services, Retention Services, Risk & Fraud Management, Settlement Process Optimization & Cataloguing.
- Manage end to end objectives of CRM solutions and Quality Management to ensure apt service standard is provided to our core customers (Retailers).
- Monitor the end results of functional managers & team to ensure that KPI's like CSAT, NPS, FCR, Resolution time, Retention, Quality etc. are met
- Manage the business Unit staff
- Set individual and departmental objectives
- Discuss work progress on both group and individual level
- Oversee that workload is divided to ensure parity & goals can be met on time
- Manage the existing knowledge level.
- Responsible in setting up risk mitigation steps in collaboration with Tech & Product to ensure utmost compliance in Operations.
- Responsible for defining and driving operational/business goals.
- Building a data oriented culture, adoption of technology solutions and process improvement projects to achieve operational and business goals.
- Monitor & implement technologies to support the business & enhance the customer experience including data analytical / data management tools
- Manage/Drive & Presentation of weekly and monthly performance drivers in alignment with organizational OKR to the founder and core group of leadership.
- Played a pivotal part in setting up processes that includes creation and maintenance of SOP's, facilitating training , defining quality metrics and other relevant documents in compliance with company policies.
- Keep up with latest trends in hyperlocal retail market and facilitate training to team members.
- Improved employee retention rates by fostering a positive work environment and providing ongoing coaching support.
- Collaborated with other departments to create cohesive marketing initiatives for increased brand awareness and better UI.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Skilled at working independently and collaboratively in a team environment.
- Improvement in Cataloguing by continuous collaboration with Growth & Product thus leverage better product to users.
Senior Manager - Operations
Freecharge Payment Technologies Private Limited
12.2018 - 03.2022
- Develop strong working relationships with all levels of the organization, including executive leaders in technology, business partners, and development leaders in order to achieve results and enact wide-scale impact across the organization.
- Drive continuous improvement in customer service through optimization, automation and process re-engineering.
- Manages SLAs/KPIs like CPS/CSAT/Quality/Productivity/FCR- Identifying and dealing with short-term and long-term goals to meet/exceed organization wide goals.
- Contributing at company level - company annual plans, strategic plans, and business and process development.
- Collaborate with development partners to ensure frictionless changes are implemented in production. Ensure all critical changes are tested before from customer point of view.
- In a fast-growing market, partner with the all the stake holders in prioritizing the right problems to solve, providing more time to focus on implementing new capabilities for end user.
- Collaborate with Vendor Resource and third-party Supplier partners to optimize day-to-day operations. Ensure the right work is assigned to the right team, resulting in efficient performance and quality.
- Lead cross -platform, technology and department efforts to ensure alignment towards a single goal of customer journey/experience-based service support.
- Managed end to end Customer Operations that includes L1, L2 (Escalations), Inbound Call Centre, Risk & Fraud, Mutual Funds & Social Media who seek to delivery exemplary customer service through emails, calls & social media platform including timely resolution.
- Leading improvements by monitoring and developing dashboards to proactively monitor trends and customer escalations thus using data to recommend technical and/or business changes to meet expectations and/or optimize productivity.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees.
- Played a pivotal part in aligning smooth ISO audits process for organization, conducted regular audits of departmental procedures to ensure adherence to established guidelines, reducing instances of noncompliance.
Manager – Customer Delight Operations
HealthifyMe
01.2017 - 12.2018
- Managed team of Voice and Chat Process to focus on Customer Success and Satisfaction
- Ensured timely ticket resolution as per SLA, drive NPS, scale monthly revenue generated via inbound chats by 4x
- Understand business requirements and identify opportunities to increase revenue through inbound chat channel
- Conduct periodic reviews & assess partner performance using both Contractual and Non contractual KPI
- Identify & remove roadblocks to improve performance of Service Partners
- Ensure compliance with Quality Assurance plans and Service Agreements linked to contracts
- Formalize issues & escalation with service partners.
Assistant Manager - Operations
Babajob Private Limited Services
06.2015 - 01.2017
- Managed a team of ~60 and driven their performance
- Leading Customer Service team of after sales campaigns for PAN India
- Managed and increased the effectiveness and efficiency of Support Services.
- Driving coordination and communication between support and business functions
- Helping the Operation team enhance their performance by ensuring concerned team publishes weekly/ monthly reports of performance audits, training need analysis, DSAT Analysis, BQ management, report and critical observations of the process
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
Team Leader - Operations
People Interactive - SHAADI.COM
08.2013 - 06.2015
- Managing a team of Relationship Managers appointed to provide personalized Matchmaking Services to Elite/Premium Customers
- Ensuring Performance Metrics of Service Quality & C-SAT is met, manage Refunds of Select Shaadi across locations
- Maintaining and publishing report related to team performance and improvement
- Coordinated resources effectively to meet project deadlines and achieve desired results.
- Conducting Customer Orientation Programs for cross departments
- Interview and recruitment of Relationship Managers
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
Assistant Manager - Operations
WNS Global Services
10.2007 - 08.2013
- Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
- Implemented quality assurance initiatives to minimize errors in operations, improving overall efficiency levels.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Improved customer satisfaction rates by closely monitoring service quality and addressing issues promptly.
- Managing a team of ~ 80
- Driving overall performance by ensuring KPIs & KRAs are assigned and met by the team in a timely manner
- Publishing site-levels performance reports viz. Mumbai, Gurgaon and Manila
- Managing the support operations and performance activities, customer satisfaction.
- Driving continuous improvement by performing root cause analysis and deploying improvement plans
- Disseminating process updates in a timely manner and performing quick checks for implementation
Sr. Customer Service Associate
Wipro BPO
01.2006 - 08.2007
- Customer Service for US Inbound United Health Care Medical Insurance
- Handling calls of medical professionals from US
- Assist callers with benefits and claim related information of patient’s insurance plan
- Document issues and resolutions
Sales Executive
R-Tec India Private Limited
04.2005 - 10.2005
- Sales of Telecom Services in UK
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
Education
Bachelor of Commerce - Commerce
Mumbai University
Mumbai 04.2001 -
Skills
Customer Service
Timeline
Retailer Experience & Operations Lead
LoveLocal
03.2022 - Current
Senior Manager - Operations
Freecharge Payment Technologies Private Limited
12.2018 - 03.2022
Manager – Customer Delight Operations
HealthifyMe
01.2017 - 12.2018
Assistant Manager - Operations
Babajob Private Limited Services
06.2015 - 01.2017
Team Leader - Operations
People Interactive - SHAADI.COM
08.2013 - 06.2015
Assistant Manager - Operations
WNS Global Services
10.2007 - 08.2013
Sr. Customer Service Associate
Wipro BPO
01.2006 - 08.2007
Sales Executive
R-Tec India Private Limited
04.2005 - 10.2005
Bachelor of Commerce - Commerce
Mumbai University
04.2001 -
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