Namitha A
General Manager
Bengaluru
Summary
Accomplished General Manager at Ayu Health Hospitals, adept in Operations Management and Team Leadership, significantly enhanced customer satisfaction by implementing a VoC program, leading to a 20% NPS improvement. Demonstrated expertise in project management and customer relationship management, driving product satisfaction and efficiency in insurance recovery processes. Customer-oriented General Manager with 5 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen. Customer-oriented General Manager with 5 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen. Customer-oriented General Manager with 5 years of experience focused on increasing revenues and expanding margin. Adaptive and deadline-oriented consistently executes and completes multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen, offering vision and motivational acumen.
Overview
11
11
years of professional experience
2
2
years of post-secondary education
5
5
Languages
Work History
General Manager
Ayu Health Hospitals
11.2019 - Current
- Developed and executed a comprehensive customer experience strategy that improved Net Promoter Score (NPS) by 20% over four years
- Implemented a Voice of the Customer (VoC) program to gather actionable insights, leading to an 20% reduction in customer complaints and a 15% improvement in product satisfaction.
- Collaborated with marketing and product teams to align customer feedback with product development, which led in better customer satisfaction with new product launches.
- Led a team of 10+ customer experience professionals in delivering exceptional service across multiple channels
- Established easy strategy to collect NPS rating that, leading to a 20% increase in overall service ratings.
- Handling insurance recovery team of 4 in building process around recovery of shortfall and rejection based on the accountability
Catalog Manager
Gozefo.com
08.2015 - 10.2019
- Ensured compliance with legal regulations regarding product listings and information accuracy within the catalog contents.
- Monitored competitor catalogs regularly for insights into industry trends and potential areas of improvement or differentiation.
- Analyzed market trends to inform decisions on catalog offerings, ensuring relevancy in a competitive marketplace.
- Collaborated cross-functionally with marketing and sales departments to align catalog offerings with promotional campaigns, driving revenue growth.
- Led a team of 35+ in delivering accurate product description.
- Automated cataloging process resulted in 70% reduction in support costs
- Implemented a new catalog management system, reducing data entry errors
Catalog Specialist
Flipkart Internet Private
11.2013 - 06.2015
- Key Responsible for Catalogue writing of various Categories (Mobiles, computers, Electronics, Apparels, Footwear
etc..) - Prepared Catalogue Material which was useful for new joiners
- Played good role as a trainer for New Joiners
- Promoted as an Quality Verifier through IJP (Internal Job Posting
- Responsible for the quality of the catalogue live on the website
- Promoted as an Senior Business Development Executive through IJP (Internal Job Posting)
- Key Responsibilities – Buying Team
- PO (Purchase Order) creation for Vendors (Leather and travel accessories, Footwear, Watches, Sunglasses,
Apparels)
- Pricing Analysis
- Seller On-boarding
- Handling Warehouse in-warding Issues
- POC for Catalog Team
- Handling Vendor issues directly
- Creation of Sales & Stock Report
Education
Bachelor of Science - Computer Science
Sundar Mission Matriculation Higher Sec School
Kanchipuram, India 04.2009 - 04.2011
Skills
Operations Management
Customer Relationship Management
Team Leadership
Project Management
Leadership and team building
Time Management
Accomplishments
- Private Label Brand "Angel" was made live in 10 days with 800 products live. End to end process of the brand
launch
- Sold 6500 units of value 22,00,000 - Reduced 70% cost which impacted PNL by automating catalog process in Zefo
- Improved NPS score by 20% by product solution
Timeline
General Manager
Ayu Health Hospitals
11.2019 - Current
Catalog Manager
Gozefo.com
08.2015 - 10.2019
Catalog Specialist
Flipkart Internet Private
11.2013 - 06.2015
Bachelor of Science - Computer Science
Sundar Mission Matriculation Higher Sec School
04.2009 - 04.2011
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