Arun E

❖ Lead and manage customer success, onboarding, and virtual account manager teams to achieve strategic objectives and KPIs.

❖ Implemented WhatsApp bot, IVR bot, and ChatGPT to enhance user engagement and support capabilities.

❖ Implement OKRs framework to align team goals with company objectives and drive performance improvement initiatives.

❖ Foster cross-functional collaboration by partnering with product, engineering, and marketing teams to enhance product features, user experience, and customer satisfaction.

❖ Drive continuous product improvements by collecting user feedback, analyzing data, and implementing iterative enhancements to Onsurity's platform.

❖ Oversee the onboarding process to ensure seamless integration and adoption of Onsurity's services.

❖ Collaborate with sales and marketing teams to develop strategies for customer acquisition, retention, and growth.

❖ Analyze key metrics and performance indicators to identify opportunities for process optimization and efficiency gains.

❖ Efficiently managed up to 20,000 interactions per day that were spread across various channels like emails, social media, and voice (inbound and outbound).

❖ Responsible for interacting and managing cross-functional stakeholders to discuss, define and implement organizational level goals.

❖ Successfully managed to set up the entire operations team from scratch and scaled it to over 150 in-house and over 130 outsourced team members in less than 6 months of joining.

❖ Introduced a unique decentralized customer support team with over 150 freelancers in less than two months, in close coordination with technology and product teams.

❖ Implemented various projects like single-agent view, campaign & refunds resilience, chatbot, CPS reduction & CSAT.

❖ Evaluated and executed partnerships with the industry's best platforms to manage customer contacts.

❖ Maintained the highest level of employee satisfaction by implementing periodic feedback sessions at all levels, monthly RnRs, mentor-mentee check-ins, and a transparent stack ranking program. Successfully achieved the most competitive metrics in the industry.

❖ Enforced customer service standards and resolved customer problems to uphold quality service.

❖ Provided leadership during times of organizational change or crisis situations.

❖ Developed and implemented strategies to increase customer satisfaction and loyalty.

❖ Ensured compliance with all applicable laws, regulations, industry standards.

❖ Organized and planned operational activities to ensure efficiency and productivity.

❖ Provided guidance and training to team members in order to improve their skillset.

❖ Conducted performance reviews for staff members on a regular basis.

❖ Created reports detailing progress against goals set out by senior management.

❖ Resolved customer complaints promptly by providing appropriate solutions.

❖ Maintained a positive work environment that promoted collaboration between team members.

❖ Offered training and support to keep team members motivated and working toward objectives.

❖ Delegated daily tasks to team members to optimize group productivity.

❖ Participated in regular meetings with senior leadership to provide updates on team progress.