KANIKA ARORA

• Improved resolution from 27% to 68% vs Target 70%, worked with different teams to solve for 90% of the problems including dependencies.
• FRT 90% within 15 min from 13 %to 74 %: Responsiveness improved by better manpower planning and queue management by continuous monitoring.
• Monitor on-going performance, addressing and communicating periodic results to finance and Business team
• Monitored a team of 80-90 people and ensured timely action from them to solve real time problems.
• Set-up the smooth process for I.E Team from training to rebuilding process.

• Responsible for solving customer Queries and helping partners with their daily job activities

• Achieved all the important metrics, including Average handling time , Resolution percentage above 95% and NPS above 45%
• Worked with the No Response team to make sure customers getting aligned with professionals on their bookings
• Seamless transition in order to achieve targets better - This was achieved by training and rebuilding SOPs.
• Managed a team of 30-35 people, keeping a daily track of their performance and activities

• Responsible for resolving the concerns of International Customers over calls and chats, ensuring to achieve the bonus parameters also to resolve the issues within SLA and maintaining highest quality and resolution.