Arohi Prakash

Strategic Planning:

• Understand a business problem, the available data and identify what statistical techniques can be applied for the solution and giving insights to management for strategic planning
• Spearheaded the project of shifting the entire process from Hyperverge to Zoom and then to Google Meet leading to 27% reduction in program costs.
• Managed program budgets and executed cost-saving measures leading to 40% reduction in program costs.
• Track Key Organizational Metrics across the sales funnel (traffic, leads, opportunities, revenue, renewal, usage)
• Oversee and manage day-to-day operations, ensuring smooth and efficient functioning of multiple departments within the organization.
• Established Internal Audit Team To Oversee OFT Daily's by Reviewing Existing Audit Processes For Sales And Revenue Team, helped reducing error from 12% to >1%.

Data Management:

• Ensure positive net revenue retention through upselling and driving adoption across the organization
• Diverse Reporting Experience With CRM Platforms Tools Such As -Lead Squared,Fresh-Desk,Fresh-chat,Order-Hive,Ameyo,Sales Force
• Transition of reports from Excel to Power BI
• Analyze data and generate reports to track operational performance and present findings to senior management.
• Developed and maintained strong client relationships, resulting in a 15% increase in program throughput and a 20% improvement in client satisfaction.

Performance Management:

• Manage Tele-caller performance tracking and monitoring calls and targets helped to boost Conversion rate to 9%
• Supervised And Streamlined Existing Order Management Process to reduce and bring down exceptions from 7 % to 2.3%.
• Implemented process improvements that resulted in a 20% increase in productivity and a 15% reduction in operational costs.
• Maximized performance by monitoring daily activities and mentoring and improving team members

SLA Management:

• Effectively monitor performance SLA and ensure smooth delivery of the committed volume
• Monitor key performance indicators (KPIs) and implement corrective actions to achieve operational targets.
• Build BBT model to help logistics team to decide on which Logistics partner to target, resulting in 17% reduction in average TAT on delivery.

Supply Chain & Vendor Management

• Build BBT model to help logistics team to decide on which Logistics partner to target, resulting in 17% reduction in average TAT on delivery.
• Implemented robust risk management strategies to mitigate potential disruptions in the supply chain, ensuring business continuity and customer satisfaction.
• Implemented data-driven decision-making processes, leading to more accurate demand forecasting and reduced stockouts.
• Drove cost savings through continual renegotiation of contracts with vendors.
• Improved warehouse efficiency by designing and implementing state-of-the-art storage solutions and streamlined picking processes.
• Reduced supply chain risks by conducting comprehensive vendor risk assessments and recommending mitigation strategies.
• Implemented data-driven decision-making tools to evaluate vendor proposals objectively and select the most suitable partners.

KYC

• Identified opportunities for improvement, resulting revenue growth of 4.5 crore over 9 months in cross-functional projects.
• Established, managed, and documented a nationwide KYC business process with clear guidelines and procedures that reflect optimized operations as per ISO standards resulting in a 65% reduction in errors and a 30% increase in program compliance.
• Designed KPIs and KRAs, implemented language based Inbound IVR, and enhanced contact centre staff skills, reducing turnover by 26%.
• Spearheaded the project of shifting the entire process of loan verification from voice to video mode which led to a 35% reduction in order cancellations.

Customer Success

• Understand customer goals and objectives, and work closely with internal teams to ensure that their needs are met.
• Serve as the primary point of contact for customer inquiries, support requests, and escalations.
• Monitor customer usage patterns and proactively engage customers to drive adoption and usage of our products and services.
• Provide regular reports on customer satisfaction, usage, and retention.

• Reduced employee turnover rates by fostering a positive work environment and providing clear growth opportunities.
• Conducted regular audits of departmental procedures to ensure adherence to established guidelines, reducing instances of noncompliance.
• Optimized inventory management by implementing accurate forecasting methods and efficient ordering processes.
• Channels Performance
• Analyze Business Trends: Products, Industry, Territories, Competitive landscape and other business influences
• Support forecast and other management reviews through data
• Pipeline progression & channel performance
• Review and track Sales,Marketing Activity and efficiency

• Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
• Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
• Coached team members in techniques necessary to complete job tasks.