Pooja Dubey

Highly experienced professional with over a decade of expertise in Process and Operations Management, Customer Service Delivery, BPO Operations, Vendor Management, Quality Assurance, and a profound understanding of diverse industries including EDTECH, Pharmacy, E-commerce. Adept at leading cross-functional teams and driving results through revenue optimization, process efficiency enhancement, best practice dissemination, and service automation. Demonstrated commitment to exceptional customer service, consistently ensuring top-tier quality and prompt resolution of customer inquiries while fostering unwavering customer loyalty. Equipped with strong coordination skills, excellent communication, and extensive experience in people management. Orchestrating various activities seamlessly, even under high-pressure and time-constrained scenarios.

• Process and Operations Management
• Customer Service Delivery
• BPO Operations
• Vendor Management
• Quality Assurance

• Regularly refined processes, collaborating with stakeholders to ensure operational efficiency, cost-effectiveness, and continuous improvement.
• Managed diverse payment channels for global refunds and established swift escalation procedures for client issue resolution.
• Created Standard Operating Procedures (SOP) and conducted training to facilitate agent understanding and streamline on-boarding for new team members.
• Reconcile control accounts
• Work closely with other Client Service groups and service partners

• Hall Of Fame, Whitehat Jr, Conferred with the "Hall Of Fame" recognition by Mr. Karan Bajaj, Chief Executive Officer of Whitehat Jr, in acknowledgment of outstanding performance
• Rockstar of the Month, Mirraw Online Services Pvt ltd, Was presented with the "Rockstar of the Month" accolade by Shailesh Jain & Anup Nair, Managing Director Mirraw Online Services Pvt ltd India, in recognition of maintaining consistent performance throughout the entire month