Hi, I’m
Mrinal Shandilya
Head: Customer Service, Experiance and Operations
Greater Noida
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
years of professional experience
Work History
Underme Brands Private Limited
Head of Customer Services, Operations, D2C growth & retention
5 2022 - Current
Job overview
- Implementing upto date SAAS tools for all business aspects
- LIME CHAT: Customer Communication, UNICOMMERCE: Order Management, CONTLO+GUPSHUP: Marketing, GOKWIK, SIMPL: Payment Gateway, LIVELY: Video tool for Engagement & Sales, NITRO: New customer Acquisition & Other logistics based SAAS tools integration/development
- Developing and implementing strategies to enhance customer satisfaction, resolving escalated customer issues, and leading a team of customer service representatives
- Create and enforce policies and procedures to enhance customer satisfaction
- Oversee day-to-day operations of the customer service departments to ensure smooth functioning
- Collect and analyze customer feedback to identify areas for improvement
- Driving business to a profitable modal by improving sales and controlled Opex spend for longer term sustainability of brand
- Oversee daily operations for B2B, B2C, D2C & Quick commerce, ensuring improving performance
- Strategic partnership with other brands for new customer accusation and improving returning customer ratio
- Complete ownership of D2C i.e
- Freecultr.com
- For sustainable revenue growth from paid campaign, What's app/emailer communication till within SLA delivery
- With a controlled spend of 20% of net sales, improving/sustaining sales number every month
- Vendor (Supply chain, Vouchers and 3rd party sales campaign etc) on-boarding and productivity & payment management
- Reduced RTO from 15% till 7% and dispatching and delivering 85-90% orders within SLA to the consumers
- Handled HR responsibility and on-boarded employee healthcare policy and stock insurance policy within the organization
- Time tracking, leaves, Bio-matrix, holiday, appraisal planning and implementation
- Responsible for warehouse management and performance, with a team size of 26 staffs and warehouse manager
- Reporting, performance overview and target setting for all the responsible domains
- Responsible for overall brand operations performance and managing P&L
- Managing all aspects of HR & admin.
Boult Audio Pvt Lmt
Manager Customer service
06.2020 - 01.2022
Job overview
- SPOC for Salesforce CRM & smart Chatbot development from scratch and creating a robust tool best in class customer services, to skip the 1st level human interaction dependency
- Seamless return module with tech integration for all return orders
- Team Management Handling a team of 50 subordinates (Agents, Team Leaders, Quality vertical, ORM (Online review management))
- Managing complete aspects of the domain{Hiring, software's, appraisals, performance management, daily operations & Planning)
- Process management, improvement and excellence are my forte
- Developed multi-department process maps and documentations
- Designed and successfully implemented Sales force and telephonic and other channel automations and manual process flow for the better performance and achieving customer experience
- Managing Inbound, Outbound, Chat(InstaGram, Chatbots), Social Media(Twitter, FaceBook, Market place wise product rating and reviews)
- Resolving operational problems, identifying work process improvements
- Managing Quality & Training vertical.(SOP, modules, scripts, audits, reports & recognitions)
- To motivate, develop and mentor team members in a dynamically changing environment
- Ensuring that the SLA parameters are met on a daily basis for all line of business
- Performance Management-Allocating task to team members and keeping a track of completion
- Preparing reports and Dashboards (MIS)
- Vendor (outsourcing partner, CRM, Audio tool) on-boarding and productivity management
- Managing daily online order processing, modifications, dispatches, RVP, NDR, Deliveries, returns & refund
- Monitoring unfulfilled orders and allocation as per available stocks
- Domain Details: B2C (CRM): Inbound & Outbound, Social media(Warranty services) Quality: Audits, Hiring and Process improvements, B2C (ORM): Outbound, What's App follow up, Cash backs and vouchers D2C (Direct to Customers): Inbound, Outbound, Order verification, Order management, return, refund
- B2B: All escalation and analysis
- WBR, MBR, YBR, trend and issue analysis
- Data management
- Managing CSAT & NPS
- Ensuring customer service is active 365 days
- Managing Team leader and TL
- Quality Analyst KRA & KPI
- Liaise with Supply Chain for any issues with customers orders
- Liaise with Logistics over issues raised by customers with regard to either orders or returns
- Maintain a high level of service awareness at all time
- Offline customer grievance closer
- Got awarded as 'Employee of the year' 2020-21.
High Streets Essentials Pvt Lmt
Manager Customer service
08.2018 - 11.2019
Job overview
- Migration of CRM tool (Zendesk to Freshdesk) based on ops requirement and business development
- Process development of D2C return process, SOP and work module for warehouse
- Team Management Handling customer experience and E-com operations team of 12 members
- Managing all communication channels
- Resolving operational problems, identifying work process improvements
- Managing Quality & Training vertical.(SOP, modules, scripts, audits, reports & recognitions)
- Vendor (outsourcing partner, CRM, Audio tool) on-boarding and productivity management
- Responsible for order processing, dispatches, Deliveries, returns, refund, SLA & TAT
- Managing high value & international orders for quick processing
- Analyzing customer purchase history and planning sales accordingly
- Managing CSAT & NPS
- Ensuring customer service is active 365 days
- Managing Team leader and Sr
- Quality Analyst KRA & KPI
- Liaise with Supply Chain for any issues with customers orders
- Liaise with Logistics over issues raised by customers with regard to either orders or returns
- Offline customer grievance closer.
BIBA Apparels Pvt Ltd
Assistant Manager Customer Service
09.2015 - 07.2018
Job overview
- SPOC for development of CST/CRM/OMS SAAS(Freshdesk, Magento, Exotel dialer, WA chat bots)
- Team Management Handling customer experience and customer retention team of 20 members
- Managing Inbound, Outbound, Chat(Freshdesk), Social Media(Facebook)
- Resolving operational problems, identifying work process improvements
- Cold sales target based(Abandoned cart, drop orders, payment fail orders, EOSS Pre-sales)
- Induction, training, SLA, Escalation, Performance reporting
- Ensure the regular traffic on-site and timely delivery of service
- Customer communication & Email marketing
- Vendor (outsourcing partner, CRM, Audio tool) on boarding and productivity management
- Preparing Process chatters, presentations and training modules.
Paytm
Team Leader Customer Service
01.2015 - 09.2015
Job overview
- Team leader (Customer Services) - Managing team of 35 associates to improve customer satisfaction
- Responsible for improving the team and facilitating communication among the members of the team
- Handle responsibilities of communicating the company's purpose, core values, vision to the employees
- Draft reports on performance and targets of team members
- Conducting an internal audit for transaction processed
- Managing leaves and attendance record
- Conducting rewards and recognition on a monthly basis, for employee motivation
- Creating tools and credentials
- Process training
- Hire, build and groom a strong team to deliver 100% of KRA.
Snapdeal.com
Floor Supervisor
11.2011 - 01.2015
Job overview
- Monitoring the performance of the team and improvising it
- Monitoring and measuring the performance via using measurements like- quality, CSAT and SLA
- Publishing the dashboards and MIS on a regular basis
- Monitoring the process performance metrics- CSAT, NPS, AHT, Calls handled, quality, First call Resolution and First Call Action
- Studying the complaint structure- Auditing calls, preparing RCA, finding loopholes and sharing feedback with agent and their team leaders
- Preparing reports on the basis of data and doing analysis to propose suggestive measures to enhance customer excellence
- Taking refreshers and associate training on customer service
- Resolving operational problems, identifying work process improvements
- Taking escalation calls in-order to turn the unhappy customer to the satisfied customer
- Taking team sessions and coaching the team on meeting their targets
- Investigating and solving customers' problems, which may be complex or long-standing problems
- AHT target(3 min), 120+ daily calls, quality 85%
- Inbound & Outbound calls.
Education
Bachelors in Computer Application
Skills
Team Management
Supervision and leadership
Budget and Financial Management
Project Management
Risk Analysis Capabilities
Customer Satisfaction
Strategic Thinking and Planning
Problem Solving and Decision Making
Software implementation experience
Relationship building and networking
Client management
Change Management Implementation
Personal Information
- Father's Name: Late. Arvind Kumar
- Date of Birth: 12/10/87
- Marital Status: Married
Timeline
Manager Customer service
Boult Audio Pvt Lmt
06.2020 - 01.2022
Manager Customer service
High Streets Essentials Pvt Lmt
08.2018 - 11.2019
Assistant Manager Customer Service
BIBA Apparels Pvt Ltd
09.2015 - 07.2018
Team Leader Customer Service
Paytm
01.2015 - 09.2015
Floor Supervisor
Snapdeal.com
11.2011 - 01.2015
Head of Customer Services, Operations, D2C growth & retention
Underme Brands Private Limited
5 2022 - Current
Bachelors in Computer Application
04.2009