Ashish Chopra

Key Additions:

• Selected for the pilot batch of the Amazon Ring process, undergoing extensive training on process requirements and quality frameworks from client.
• Designed and implemented the QA framework, covering audits, escalation management, and moderator calibration, ensuring process consistency and quality.
• Managed QA processes, including moderator escalation reviews and QA escalations, aligning team performance with client expectations and operational goals.
• Provided performance coaching, feedback, and skill-building support to team members, driving individual and team improvements.
• Spearheaded the Rookie Support Initiative, conducting Root Cause Analysis (RCA) to identify error trends and implementing corrective actions effectively.
• Collaborated with trainers to design training plans, enhance knowledge sharing, and drive continuous team development.
• Simultaneously managed a QA team of 10 and an Operations team of 20 people, ensuring seamless execution of tasks and achieving departmental targets.
• Oversaw team performance, handled task allocation, and optimized workflows to meet deadlines and improve operational efficiency.
• Conducted performance reviews, set measurable goals, and created structured performance improvement plans to drive individual and team growth.
• Helped in cost Management by optimizing headcount, managing cab services without compromising performance.
• Allocated resources strategically to ensure operational efficiency and aligned workforce capacity with business demands.
• Organized and led team engagement activities to enhance morale, foster collaboration, and reduce attrition.
• Handled shrinkage and attrition effectively by fostering a positive work environment, retaining talent, and recognizing team contributions.
• Maintained proactive client communications daily, addressing escalations and executing new tasks to align with business and client expectations.
• Developed and implemented long-term strategies for team performance enhancement, aligning with organizational goals and fostering sustainable growth.
• Led cross-functional initiatives, collaborating with various departments to drive process improvements, enhance operational efficiency, and reduce errors.
• Analyzed operational metrics to identify gaps, streamline processes, and introduce innovative solutions to improve outcomes.
• Built and maintained strong relationships with clients and stakeholders, ensuring seamless coordination and timely project execution.

• Provided end-to-end email support for sellers on a wide range of queries, including general, technical, shipment-related, and e-commerce platform-specific concerns, ensuring high-quality resolutions and customer satisfaction.
• Selected for the pilot batch due to prior experience, with process training conducted on-site at the client location in Bangalore for three months.
• Led a team of 14 members, consistently monitoring individual and collective performance metrics to achieve process objectives and exceed client expectations.
• Reviewed and approved email responses to maintain compliance with company policies and client guidelines, ensuring consistent quality and accuracy.
• Proactively managed escalations from clients and customers, delivering prompt and effective resolutions that upheld service excellence standards.
• Organized targeted training sessions and provided individualized feedback to team members, focusing on skill enhancement and improving underperforming areas.
• Conducted root cause analyses (RCAs) and developed actionable improvement strategies to mitigate errors and enhance operational efficiency.
• Earned multiple acknowledgments for delivering superior process results and maintaining high client satisfaction through effective leadership and strategic problem-solving.
• Coordinated team meetings to disseminate updates, align objectives, and ensure clear communication of expectations and targets.
• Streamlined project execution by creating detailed plans, delegating responsibilities, and ensuring on-time delivery in a dynamic work environment.
• Identified and implemented process improvements, tool enhancements and SOP improvements to boost operational efficiency, reduce error rates and stabilize the process.
• Managed team retention strategies, recognized employee achievements, and minimized attrition through effective engagement and motivation.
• Collaborated with training and quality assurance teams to ensure seamless process transitions and adherence to performance standards.
• Developed and executed PKT (Process Knowledge Test) dip checks to assess team comprehension of updates and ensure adherence to quality benchmarks.
• Successfully handled multiple projects simultaneously, meeting targets and receiving commendation from clients for delivering insightful inputs and solutions.

• Assisted sellers via email with technical, shipment, and general queries for an e-commerce platform.
• Promoted to SME within 4 months for outstanding performance and leadership.
• Managed two teams of 20, ensuring high-quality resolutions and compliance with company standards.
• Resolved escalations, conducted training, provided feedback, and implemented action plans to address performance gaps.
• Collaborated with quality and operations teams to close knowledge gaps and improve processes.
• Elevated team performance from bottom quartile to top-tier rankings through targeted initiatives.
• Prepared RCA reports, proposed process improvements, and drove efficiency enhancements.
• Recognized with awards for exceptional performance, team management, and process excellence.

• Managed end-to-end customer service for the dealership, assisting customers with car purchases and providing detailed information about available pre-owned vehicles.
• Conducted customer consultations to understand their needs, recommending suitable vehicles and financing options.
• Oversaw the entire registration and paperwork process, ensuring smooth and compliant transactions.
• Coordinated loan application procedures, assisting customers in gathering documentation and submitting files for approval.
• Actively engaged in customer negotiations, offering guidance on loan terms, car features, and after-sales services to ensure satisfaction and successful conversions.

• Managed a designated territory of multiple second-hand car dealerships, fostering strong relationships with dealers and driving loan application conversions.
• Promoted car loan products to potential customers, offering competitive interest rates to enhance loan uptake.
• Assisted customers in completing loan applications and gathering required documentation, ensuring all forms were accurate and comprehensive.
• Coordinated with the bank for the timely submission of loan files and managed follow-ups to ensure smooth loan disbursement processes.
• Achieved and exceeded sales targets consistently, earning performance-based incentives for outstanding results.