Jhalak Khurana

· A seasoned professional with expertise in Training Ops, Contact Centre Outsourcing, L&D, Knowledge Management, and Content Development.

· Ability to develop strategic long-term partnerships and communicate effectively with all levels of decision makers.

· A dedicated project manager with the experience of transitioning and outsourcing multiple businesses

· Built the Training & Quality function for the Customer Experience team at PhonePe.

· Established the contact centre operations for Ola's India, ANZ and UK businesses in Chennai, Mumbai, and NCR.

· Successfully turned Training function into a revenue saving unit by saving cost ranging from $40,000 to $80,000 annually in domestic market.

· Created SOPs for Flipkart, Ola, and PhonePe's Customer Experience teams that defined customer support executives to give flawless service while maintaining the basic hygiene and performance standards.

· Successfully set up and managed Knowledge Management functions at Flipkart, Ola and PhonePe.

· Responsible for support readiness for multiple new businesses like, E-commerce (ONDC), BFSI (Mutual Funds, Insurance sales, Post purchase support), Consumer and Merchant experience teams.

Product Management - ISB