Nandita Singla

1). Developed complete strategy to solve customer complaints using CFR and CFP.

2).Published timely reports on the trends identified from the tickets and tracked the progress with the respective stakeholders. (50% decrease in complaints in 1 year)

3).Published Wikis, SOPs and updated with new inputs to reduce the customer complaints/queries inflow.

4). Managed the Deprecation program of CFP and moved to the new platform within the timeline.(9/15 pages were deprecated and users were moved to the new platform)

5). Defined the scope of entire escalation matrix leading to a streamlined inflow mechanism for the end user complaints.

a). Managed, created SOP for providing data to legal team on DSPs and DAs.

b). Deep dived into the DA’s/DSP’s Data to identify anomalies and published white papers leading to new program initiatives for the team.

a). Developed SOPs/ database and created training modules for Quality specialist (L3's)

b). Providing process gaps, analysis and fix resolution ideas to leadership & stakeholders.

c). Mentored potential candidates to set smart goals and track progress

a). Won team supernova award 2016 annual R & R as a part of new tech support process ticketing queue bash. We processed through 1500 global logistics issues and categorised them which helped the product and tech stakeholders plan new rollouts.

b). Helped capture and share the anomalies/patterns within the last mile programs (geo-coding) to the managers for SOP updation.

c). Worked with SME/leads to automate redundant steps in existing process and reduce the AHT of the task.

d). Supported extended teams with deep dives apart from Standard operations.

e). Worked as a review Quality specialist for internal quality check metrics.

f). Assisted as a shadow Auditor for newly hired specialist onboarding plan.