Bhagyalaxmi Das

• Led teams overseeing grievance redressal and social media monitoring to ensure timely issue resolution and maintain brand reputation.
• Reduced repeat escalations by 35% through proactive monitoring and early intervention frameworks.
• Delivered strong service performance across RR, productivity, and quality metrics.
• Improved customer satisfaction by addressing and resolving complaints promptly.

• Led the Complaints Management Eco System for Reliance Retail (AJIO business), India, Partner Leadership, and coordinated with a team of Program Managers to drive the end-to-end operation life cycle from delivery against SLAs, user experience, training, transition, to project management.
• Identified loopholes and rolled out process improvement plans on projects.
• Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency, and help the company evolve and grow.

• Taught employees how to collaborate on daily job tasks, and achieve service targets.
• Introduced new methods, practices, and systems to reduce turnaround time.
• Coordinated with the manager on different operational issues.
• Implemented new SOPs to streamline processes and improve operations.

Handling critical customer issues escalated by CSRs, social media, the CEO, leadership, and MDA escalations.

Handled inbound escalation calls, delivered an exceptional level of service to each customer by listening to their concerns and answering their queries.

Addressed social media platform escalations and complaints within a response time of 5 minutes.

Handled service requests (enquiries, requests, complaints) with the objective of delivering optimum customer-defined results while meeting the SLA defined by the process stakeholder.