MENKA NAWANI
Performance Manager - Online Channels
Gurugram,Haryana
Summary
A highly motivated and performance oriented professional with an extensive exposure to service industry. A proven track record of 11+ years in delivering business growth and profitability. A resourceful decision-maker & a go- getter, combines strong leadership and organizational skills with the ability to pursue bottom-line goals and objectives. Proven abilities in analyzing and interpreting unique problems, with a combination of consultative approach and logical thinking to get to efficient solutions.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Performance Manager - OTA Business
Oravel Stays Private Limited
Gurgaon , Haryana
01.2019 - Current
- Managing performance for 2200+ OYO properties with an annual revenue of $7.7 MN in Indonesia & 800+ in Malaysia with an annual revenue of $0.35MN over domestic online distribution platforms such as Traveloka , Tiket & Global
players like Booking.com & Hotelbeds. - Delivery of monthly, quarterly & yearly revenue and profitability targets as per AOP through timely tactical and strategic interventions. Understanding or identifying the existing data points or that can be captured and converting it into insights dashboard for improving revenue delivery.
- Conduct RCA and make corrections for any observed deviations in the property performance due to content, pricing, sellability. Identifying opportunity areas & key levers for performance improvement through a data-backed approach and ongoing interactions with external channel stakeholders.
- Regular monitoring of country-level discounting, business metrics and resultant performance (room-nights ,revenue, burn, CM, ROI) obtained from campaigns. Building analytical frameworks for long term process improvements and performance enhancements, in conjunction with internal teams.
- Collaboration with technology & data science teams to build tools, dashboards & products for effective long-term performance management. Closely working with respective country teams & performance heads to gather market insights & resolve performance-related queries.
- Responsible for weekly pro-active recon of different systems to minimize 30% of weekly complaints.
- Liaising with cross-functional teams, and collaborating with external parties, while meeting tight deadlines.
- Mentoring & monitoring the performance of team members, assessing quality of work and ensuring efficiency in process operations & meeting of targets.
- Creating and sustaining dynamic environment that fosters development opportunities and motivates high performance amongst team members.
- Expertise in V-lookups, Pivot and publishing reports.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Evaluated current processes to develop improvement plans.
- Created plans and communicated deadlines to ensure projects were completed on time.
- Supervised work of contracted employees to keep on task for timely completion.
Written Communication -Team Lead
Vodafone Idea Limited
Delhi, New Delhi
10.2015 - 01.2019
- Lead W.COM team of 6 people.
- Monitored mail management and 360 degree analysis on emails, channel wise/AON wise/repeat/source of a complaint.
- Supervised and monitored team members towards achieving greater standards of customer delight through integrated approach; improving response time to the customers and creating brand preference.
- Monitored TAT of complaints & requests to ensure faster resolution.
- Daily audit of complaints & request closure.
- Partner management for complaints on Social media platforms like (Twitter, Facebook etc.
- Ensured resolution for complaints within the TAT to meet compliance.
- Coordination with regulatory/ TRAI team for Unsolicited Commercial Communication complaint.
- Share RCA analysis with all the stakeholders.
- Coordinating with other circles for case closure to achieve maximum customer satisfaction.
- Responsibility of handling Fastrack complaints which includes Nodal/Appellate, DOT, TRAI, Internal higher management complaints and all other which gets registered on Government portals.
- Provided End to End Resolution to customer’s grievances by acting as a front face of Vodafone UPW area.
- Responsible for highlighting any system or process issues to the concerned person to get it corrected.
- Acted as a Spoc of UPW Written Communication team for other teams/vendors who works from different location.
- Few India Process Corrections:.
- 25% reduction in DND complaints which gets registered through Website as there were no validation checks available to identify whether or not customer has opted full DND service. Post highlighting the issue, changes done at PAN India level.
- International Roaming charges which were not getting reflected on My Vodafone App have successfully corrected. Pop up info got added for approx 43K customers who got impacted as all were the unique Postpaid APPs users. Changes done for PAN India.
- Recharge Information was incomplete for STV 13. Its text message says that all calls will be at 1p/sec however that excludes landline calls which customers was not aware. Post highlighting this issue, text message got changed for segmented prepaid customer’s base of 85 lakhs.
- MVA Recharge Issue due to failure response of Recharge at App team and success response at bill desk end. Recon done to identify the root cause and 5k approx. impacted numbers observed PAN India.
- Overall Cost Reduction On Customer VOC, where refund cheques were getting lost in post, or delay or returned undelivered or non- availability of Banks in remote areas, I have proposed the idea of transferring the funds to customer’s account. Post discussion, business call has been taken where instead of issuing a refund cheque (max Rs.1000) we do balance transfer to their prepaid main account balance. Impact- Cheque preparation cost saved, customer satisfaction and complaint reduction.
Process Advisor
Barclays Shared Services
Noida, UP
01.2012 - 07.2015
- Dealt with Personal Customers with their banking requirements.
- Acted as a floor walker to support the floor by handling the escalated cases/calls on the floor.
- Was responsible for handling the floor in the absence of team leaders.
- Handled the Visa Emergency Money process to support the customers with the emergency funds in case of lost/stolen cards.
- Was responsible for adhering the security check process for delivering the cash to customers wherever VISA authority is operational.
- Mentored team on the quality parameters and process to be followed.
- Coached the new hires on the quality parameters, to maintain call quality by adhering all other KPIs of the call.
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
Technical Support Executive
IBM Global Services
Noida, UP
03.2011 - 11.2011
- Report Publishing.
- Follow-up on the open issues to be tracked and coordinated.
- Assigned tickets to the Engineers.
- Extended analysis to assist technology team efforts to escalate and resolve issues.
Asst. Manager - CRM
Spectra Creative Solutions Pvt. Ltd
Noida, UP
06.2010 - 03.2011
- Was handling International/Domestic Projects with the team of 10 people.
- Handling Exhibition Division, responsible for searching Exhibitor’s profile.
- Client Interactions/Meetings for Business Development.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction and employee productivity.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
Assistant Executive Officer - Customer Service
iEnergizer
Noida, UP
07.2009 - 05.2010
- Troubleshoot Key Account Customer’s Queries
- Validated & Maintained Database of the Key Account Customers
- Closure & Follow Ups on Customers Calls
- Assigning & Reporting Daily Team Activities to the Team.
- Cultivated long-term relationships through focused effort on customer's unique needs and finding best solutions.
Education
MBA - Marketing
NMIMS Global
Mumbai 01.2022 - Current
Bachelor of Commerce - Commerce
Delhi University - South Campus
New Delhi 07.2007 - 05.2010
Advanced Diploma in Secretarial Practices -
National Vocation Training Institute
Noida 07.2006 - 07.2008
GED -
Kendriya Vidyalaya
BHEL, Haridwar 05.2006 - 05.2006
High School Diploma -
Kendriya Vidyalaya
BHEL, Haridwar 03.2004 - 03.2004
Skills
Customer Service
Accomplishments
- B.Com (Correspondence) from Delhi University (2007-2010).
- 12th (2006), CBSE Board with 73.3%.
- 10th (2004), CBSE Board 62%.
- Achievements:OYO - Been awarded in the Pinnacle Performer Category for the quarter JAS-2020 for achieving 90% NPS and Reduction in Floor Breach cases and prevented revenue leakage.
- Vodafone - Winner of Megastar Category for the quarter JFM-2018 for maintaining 95% TNPS and highest customer appreciations.
- Industrial Training:One Month Industrial Training (from April 1st to 30th April) at National Fertilizers Limited, Sec-24, Noida, in which I learnt activities like Noting, Drafting, Stenography, Internet, online on Oracle, Computer, Receipt and Dispatch, Attending Telephones, etc and handle all kinds of Secretarial Works with keenness to learn.
Certification
Full time (eight months) Advanced Certificate Course in Secretarial Practices from National Vocational Training Institute (NVTI) (Ministry of Labor) Noida, (2008).
Timeline
MBA - Marketing
NMIMS Global
01.2022 - Current
Performance Manager - OTA Business
Oravel Stays Private Limited
01.2019 - Current
Written Communication -Team Lead
Vodafone Idea Limited
10.2015 - 01.2019
Process Advisor
Barclays Shared Services
01.2012 - 07.2015
Technical Support Executive
IBM Global Services
03.2011 - 11.2011
Asst. Manager - CRM
Spectra Creative Solutions Pvt. Ltd
06.2010 - 03.2011
Assistant Executive Officer - Customer Service
iEnergizer
07.2009 - 05.2010
Bachelor of Commerce - Commerce
Delhi University - South Campus
07.2007 - 05.2010
Advanced Diploma in Secretarial Practices -
National Vocation Training Institute
07.2006 - 07.2008
GED -
Kendriya Vidyalaya
05.2006 - 05.2006
High School Diploma -
Kendriya Vidyalaya
03.2004 - 03.2004
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