Geeta
Assistant Manager
Summary
A proficient Assistant Manager with 7+ years of progressive record of accomplishment in leadership roles with experience in inbound & outbound operations and with an exceptional client management skills ,dedicated to deliver customer experience with data & business analytical insights driving SLA,growth,motivating talent with continuous team & morale building techniques.Well-versed in assessing and managing Team's performance against the challenging expectations. Committed to consistently fostering superior customer service standards and communicating with tact and diplomacy.Believes to translate vision into reality by driving the individual's skills as collective strength for the Team.
Overview
8
8
years of professional experience
2
2
Languages
Work History
Assistant Manager-Operations
FiveS Digital
08.2023 - Current
- Driving RnP KRAs for client Nykaa like SL, ART, FRT & Call Quality along with other outbound clients like Zyla,Man Matters & Mosaic Wellness
- Core Task- Reading forecast and CLP trend ,planning capacity,rostering man power against the calls and emails forecast, emphasizing on shrinkage ,AHT & call quality to successfully deliver the service level
- Presenting WBR & QBR reviews to client with analyzed business performance data and forecasting business results with process improvement insights ,challenges & glide path ensuring consistency, quality and conformance
- Organized team activities to build camaraderie and foster pleasant workplace culture facilitating conflict resolution among team members when necessary
- Interviewed,Recruited and Trained new employees to meet job requirements,provided input to HR on hiring decisions
- Evaluating TLs and team business performance and discussing the challenges and opportunities cultivating improvement initiatives followed by approved modifications to strategic operational plans for business growth
- Coordinating TOQ departments (Training,Operations & Quality) to ensure efficient and productive flow of operations and quality.
Sr Team Leader
FiveS Digital
04.2022 - 07.2023
- Drived RnP KRAs for Nykaa like SL, ART, FRT & Call Quality with operation KPIs Shrinkage, Attrition & occupancy
- Reviewed the critical accounts like Escalation and Fraudulent desk which were constraining the Customer's experience and recommended the improvement plans
- Induced operational methods including reading forecast and CLP trend ,planning capacity , emphasizing on shrinkage and AHT to successfully deliver the service level analyzing and evaluating TLs and advisors performance, implementing BQM plan, scheduling TNI and gazing performance impact of performance on RnP
- Weekly and fortnightly team building meetings for CSO's were conducted, conversed target, set expectations, discussed work strategies, welcomed their innovative ideas for progressive output
- Implemented data-driven strategies analyzed through key performance indicators to identify effective strategies to drive customer satisfaction & business growth
Team Leader
FiveS Digital
07.2021 - 04.2022
- Worked for KRA's i.e., Shrinkage, Attrition, Shift Adherence, Productivity, Quality Target, Occupancy & Csat
- Synthesized current business intelligence data to produce and polished presentation highlighting findings & recommending changes Established work expectations for employees, provided guidance when needed, monitored daily workflow to ensure adherence of policies and SOP, goal progress,productivity and activity levels with regular performance reviews identifying area of opportunity ,TNI requirement,discussed issues, and brainstorm solutions
- Participated in regular meetings with senior leadership to provide updates on team progress monthly & quarterly.Helped mitigate and resolvde data issues by analyzing situation and implementing appropriate solutions as needed
- Worked with excel and Google spreadsheet documents to assist with operational metrics data and representing them to give concise understanding of different operational metrics with achievements and progress Onboarded 4 batches and groomed for OJT
- Streamlined operations through continuous process improvement initiatives.
Relationship Manager
FiveS Digital
03.2020 - 06.2021
- Worked for Client COGOPORT ( Import & Export).Core Task- to generate leads, KYCed onboarding of clients, booking shipments, dealing with government officials for Exim across the globe
- Networked with CHA , inland haulage and ICDs, scheduling shipments and confirm bookings
- Processed import/export documentation, ensuring accuracy and compliance with safety regulations while handling diverse category of materials for custom submittal and compliant clearance
- Maintained open communication,implemented cost-saving measures through process improvements and negotiations with overseas partners on orders and shipments from Global freight companies to optimize client costs with in assistance like order status, tracking information
- Analyzed route options to determine optimal transportation methods for clients' needs as pet the goods category & negotiated freight rates with carriers Facilitated smooth transition of cargo between from pickup point till end location and monitored shipment progress, resolving any delays or issues.
Sr Support Representative
LN Info Services
03.2018 - 02.2020
- Core Task-To assist customers queries post installation of GPS on their heavy vehicles
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support, through understanding the customer needs in order to provide effective problem resolution services within TAT
- Coordinated with vendors from different locations for equipment procurement and repairs for easy customer access and resolution
- Developed training materials and procedures & trained team members and end users in technology integration and utilization
- Resolved technical issues for customers through phone and email support and conducted remote troubleshooting to diagnose technical problems
Customer Care Representative
TATA Business Support Services
11.2016 - 02.2018
- Maintained operational KPI's like Shift Adherence, Occupancy, Quality, AHT Defused customer concerns with exceptional conflict and problem resolution skills at Buddy Desk,engaged in conversation with customers to understand needs by empathizing with customer concerns,coordinated timely responses to the customers and ensured on time resolution ,ensured compliance with company policies regarding privacy laws and data protection regulations
- Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns
- Handled 120 calls & emails per day, addressing customer inquiries, solving problems and providing product information
- Participated in team meetings & presented customers feedbacks and process improvements insights at L2 level for improving customer satisfaction levels.
Education
Bachelor of Science - Zoology
Graduate School College For Women
Jamshedpur, India 04.2001 -
Skills
Client Management
Business Analysis
Ms-Office Application
Customer Service
Excel Analytics
Written and verbal communication
Operations Management
Employee Performance Evaluations
Employee Engagement
Strategic Planning
Operational Planning
Creative Problem Solving
Interpersonal Skills
Performance Evaluation
Accomplishments
- Awarded with the " Process Highest Compliance" for consecutive last 4 months.
- Awarded with "Performer of the Quarter" in Sr.TL role.
- Awarded with the "Process with lowest Attrition" of the Quarter in Sr.TL role.
- Awarded with "OnSpot Award" for Exceptional client management & Presentational skill.
- Awarded with R&R for bagging the scoreboard for highest conversions as Relationship Manager.
- Awarded as "Excellence in Performance" twice for bagging highest ranking in PMI.
Timeline
Assistant Manager-Operations
FiveS Digital
08.2023 - Current
Sr Team Leader
FiveS Digital
04.2022 - 07.2023
Team Leader
FiveS Digital
07.2021 - 04.2022
Relationship Manager
FiveS Digital
03.2020 - 06.2021
Sr Support Representative
LN Info Services
03.2018 - 02.2020
Customer Care Representative
TATA Business Support Services
11.2016 - 02.2018
Bachelor of Science - Zoology
Graduate School College For Women
04.2001 -
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