Team Manager
Frontizo Business Service
09.2022 - Current
Hi, I’m
Mrigaank Khatri
New Delhi
Summary
A professional 6 years of experience in Customer Service Operations adept at handling high caseload without sacrificing quality of the case. Operates in a high-pressure environment. Effective team player with pro-active approach and deep passion for helping others. Resourceful and adaptable Manager in scheduling, staff training, protocol development and process improvements. Meticulous team builder with expertise in employee engagement, customer relationship management.
Work History
Frontizo Business Service
Team Manager
09.2022 - Current
Job overview
- Managing and developing a team of Amazon CS associates/SME’s while ensuring highest standards of Quality, Productivity, Efficiency and Compliance.
- Created weekly strategic Key Performance Indicator (KPI) targets, motivating and incentivizing employees to consistently achieve and surpass expectations.
- Managing operations for Amazon North America Customer Service Business Unit.
- Mentoring and act as a resource to new and old SME on the floor to expedite their learning curve and also devise action plan to develop and groom them into future CS Managers.
- Leading Site Level initiatives, primary owner of functional responsibilities that impact overall site like Performance Related Transfer and concession metrics and may require interface with other sites in network.
Teleperformance
Team Manager- Assistant Manager Customer Care
09.2021 - 09.2022
Job overview
- KPI’s are being delivered above targets.
- Provided RCA’s for scenarios where challenges faced.
- Making Deck for weekly review with client comparing weekly achievements and challenges.
- Driving team with no attrition and helped 3 team members in grooming to get promoted to QA.
- Rewarded with 'Invictus Award' for demonstrating exceptional Performance- for 3 consecutive months
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
Amazon Development Center
CSA & S&R Representative
09.2018 - 09.2021
Job overview
- Answered to orders and service questions and offered information on related products and services via Phone, Email and Chat
- Provided end-to-end Customer support in helping solve problems such as returning a package, locating a package. Built sustainable relationships & trust with customer accounts through open &interactive communication.
- Handled customer complaints, provide appropriate solutions & alternatives within the time limits; follow up to ensure resolution.
- Handled Escalation contacts of irate customer. Process improvement in Amazon knowledge center.
- Selected as flex trainer based on performance and presentation review. Trained batches for two Amazon marketplaces, Amazon.in and Amazon.com, with FPY more than 96%.
Education
NMIMS Global Access School Continuing Education, Mumbai, India
Post Graduate Diploma in Business Management from Marketing
07.2021
Manav Rachna International University, Faridabad, India
Bachelor of Technology from Mechanical Engineering - Industry Integrated
06.2017
Skills
- Leadership
- People Management
- Problem Solving
- Team Management
- Root Cause Analysis
- Strategic Planning
- Performance Management
- Operations Management
Projects & Accomplishments
- Concession percentage: Reduced the concession rate for the North America process at Frontizo Business Services from 32% to 20% to win 2nd in COA ranking for June, July and August 2024.
- Transfer rate reduction: Reduced transfer rate from 35% to 10% for Amazon North America Process at Frontizo Business Services.
- Late Logins: Reduced Late Login % from 38% to 15% for phones and chat LOB at Frontizo Business Services.
- Shrinkage: Reduced Shrinkage from 30-35% to 16% in a span of 4 months against the target of 18% at Frontizo Business Services.
- CHT Reduction: Reduced CHT for phones LOB. Reduced CHT from 9.6 mins to 7.5 mins.
- Ranked 1st in North America Phones TM for the year 2023. Contributed majorly to Win COA for Frontizo Business Services at 2nd rank in July and August 2024.
- Won People's Manager award with highest rating from direct reportee's at Frontizo Business Services.
- Won Customer Obsession Award for Q1 and Q2 in the year 2024 at Frontizo Business Services along with Retention Award for keeping the Lowest Attrition Rate for year 2023-24 at the site.
- Best Mentor Award for Q1 and Q2 in year 2023-24.
Languages
English
Hindi
Timeline
Team Manager- Assistant Manager Customer Care
Teleperformance
09.2021 - 09.2022
CSA & S&R Representative
Amazon Development Center
09.2018 - 09.2021
NMIMS Global Access School Continuing Education
Post Graduate Diploma in Business Management from Marketing
Manav Rachna International University
Bachelor of Technology from Mechanical Engineering - Industry Integrated
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