MAHIMAI RANI FRANCIS

About Embibe :

Embibe is an online Ed Tech Platform that enables students to maximize learning outcomes. Among its many offerings - including study material, adaptive practice, academic videos, assessment tests that help students prepare for various competitive exams

Roles & Responsibilities:-

- Oversee daily operations to ensure efficiency and promptly address any issues.

- Set and monitor performance targets for calls, chats, and emails, implementing strategies for improvement.

- Identify and escalate issues in calls, emails, and chats, coordinating resolutions across teams.

- Manage student escalations effectively.

- Conduct briefing sessions for teams and provide updates.

- Collaborate with Training and QA teams to improve processes.

- Conduct 1-on-1 sessions and team-building activities.

- Prepare and distribute operational reports.

- Audit chats and calls to provide feedback, and ensure continuous improvement.

- Handle students interactions via chats, calls, and emails.

About LYS :

Live Your Sport is an ecommerce company dedicated exclusively to selling sports and fitness products to athletes and end users.

Roles & Responsibilities:-

• Forwarding orders to vendors and ensuring timely delivery to clients.
• Reconfirming order details with vendors and following up on PO details.
• Managing vendor payments with the accounts department.
• Coordinating with logistics partners for on-time deliveries.
• Resolving customer escalations promptly.
• Taking action on customer queries within assigned timelines.
• Responding to customer emails & calls.
• Updating catalog team with latest stock information from suppliers.
• Uploading product images, editing content, setting prices, and testing website functionality.
• Managing petty cash.
• Processing new purchase orders from factories and overseeing production delivery to warehouses.
• Maintaining distribution center data for monthly shipment analysis.

About Hifives

HiFives is a worldwide software platform specializing in employee rewards, recognition, and engagement, helping organizations digitize, automate, and elevate their employee experiences.

Roles and Responsibilities : -

- Coordinate order processing with vendors to ensure timely delivery to clients.

- Confirm purchase order details with vendors and oversee fulfillment.

- Manage vendor payments through collaboration with accounts.

- Dispatch client invoices and liaise with courier partners for timely delivery.

- Handled escalations through calls and emails

- Resolve customer complaints and address queries within assigned turnaround times (TAT).

- Maintain stock inventory across all categories.

- Collaborate with various teams (technical, logistics, channel partners) for company growth and feedback.

- Worked on catalogue updating such as image uploading, product content editing, price setting, and website testing.

- Coordinate with vendors to address order-related complaints and keep the customers informed on the next action.

- Follow up with courier partners to ensure shipment deliveries.

- Respond promptly to customer emails and calls

About Indiaplza

Indiaplaza was a pioneering Indian e-commerce website that operated in the online shopping sector in India.

Roles & Responsibilities:-

- Handle escalated customer issues and exceptions beyond agent resolution in a timely manner.
- Respond to customer emails received through social media channels and direct CEO correspondence.
- Empowered to make independent decisions to resolve escalations within stipulated turnaround times (TAT).
- Report directly to the Manager and CEO.
- Provide daily, weekly, and monthly reports to the Manager and CEO.
- Ensure end-to-end resolution of customer concerns.
- Close unresolved tickets with appropriate resolutions.
- Take prompt action on escalated issues requiring immediate attention.