Lalitha A
Bangalore
Summary
Strategic Project Head with 14+ years of experience leading high-value interior design projects (HVPs) and serving as the primary escalation owner. Recognized as a Champion in Customer Experience Award winner, with a proven record of resolving critical escalations, driving client satisfaction (NPS), and safeguarding business reputation. Adept at managing cross-functional teams, revenue delivery, and process optimization, ensuring turnkey project execution and profitability.
Overview
14
14
years of professional experience
Work History
Project Head
Bonito Designs
Bangalore
08.2022 - Current
- Spearheaded multiple high-value projects (HVPs) with end-to-end ownership, ensuring on-time completion and adherence to budgets.
- Acted as the primary escalation point, successfully resolving high-stakes issues to protect client trust and business reputation.
- Directed multidisciplinary teams (designers, engineers, project managers) to deliver turnkey premium residential solutions.
- Implemented escalation frameworks that reduced repeat issues and accelerated resolution times.
- Drove revenue, gross margin, and profitability targets, consistently exceeding expectations.
- Introduced new design processes, materials, and products in collaboration with design mentors and execution leads.
- Awarded 'Champion in Customer Experience' for outstanding client handling and delivering top-tier NPS.
Assistant Manager - Project Planning
Homevista Décor & Furnishing Pvt. Ltd.
Bangalore
10.2017 - 07.2023
- Created SOPs for production, delivery, supply chain, BOQ, and logistics teams.
- Monitored TAT across production, procurement, and installation.
- Conducted RCA for FTC/FTR misses and implemented corrective actions.
- Ensured accountability and recovery of rework costs.
- Trained and managed SMEs while overseeing a 60-member team.
Assistant Manager - Customer Service
Royal Oak
Bangalore
06.2017 - 10.2018
- Handled customer escalations, ensuring service excellence and improved response efficiency.
- Managed customer support operations, aligning with brand reputation and client retention.
Associate Manager
Groupon India
Bangalore
05.2011 - 05.2017
- Improved productivity and reduced resolution time from 72 hours to 30 minutes.
- Streamlined training and nesting processes, improving retention across batches.
- Managed and trained SMEs, overseeing a 52-member team.
- Boosted productivity ranking from 15th to 3rd within 3 months.
Education
BE - Information Science
MVJCE
Bangalore01.2007
2nd PUC - Science
Cauvery College
Bangalore01.2003
A-Levels -
Gayathri English School
Bangalore01.2001
Skills
- High-Value Project (HVP) Management
- Escalation Handling & Resolution
- Turnkey Interior Project Delivery
- Cross-functional Team Leadership
- Stakeholder Management & Client Relations
- Revenue & Profitability Management
- SOP Development & Process Optimization
- FTC (First Time Correct) / FTR (First Time Right) Analysis
Timeline
Project Head
Bonito Designs
08.2022 - Current
Assistant Manager - Project Planning
Homevista Décor & Furnishing Pvt. Ltd.
10.2017 - 07.2023
Assistant Manager - Customer Service
Royal Oak
06.2017 - 10.2018
Associate Manager
Groupon India
05.2011 - 05.2017
BE - Information Science
MVJCE
2nd PUC - Science
Cauvery College
A-Levels -
Gayathri English School
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