Prachi Jain
Summary
Proven Leader in customer experience at OZiva, adept in team management and operations, enhanced revenue by upto 5% through strategic upselling. Excelled in quality control, contributing to a 32% reduction in complaints. Skilled in MS Office and Shopify, recognized for driving significant process improvement and fostering a high-performance team culture.
Overview
4
4
years of professional experience
2020
2020
years of post-secondary education
Work History
Customer Experience Team Lead
OZiva
04.2023 - 07.2023
- Company Overview: OZiva raised a total of $17.5 mn by VC-PE funding by Matrix & Eight Roads VC, eventually got acquired by HUL for 51% stake, with the first tranche at a cash consideration of Rs
- 265 crores
- Assigned & tracked performance of 10+ associates on a daily basis to ensure that underperforming resources were utilized to their full potential
- Engaged in open and honest dialogue with team members to address performance concerns and identify areas for improvement while providing regular updates on team progress and challenges faced to the senior management
- Collaborated with product teams to address customer feedback, resulting in the successful launch of hair vitamins gummies - which led to a 300 bps improvement in gross margin
- Identified upselling or cross-selling opportunities through customer interactions, contributing to a 2.5%-5% increase in revenue from existing customers
- OZiva raised a total of $17.5 mn by VC-PE funding by Matrix & Eight Roads VC, eventually got acquired by HUL for 51% stake, with the first tranche at a cash consideration of Rs
- 265 crores
Quality Analyst
OZiva
04.2022 - 03.2023
- Evaluated 50+ customer-service executives on key KPI's including communication, customer satisfaction and query resolution across channels like Facebook, Emails, Instagram, Telephonic conversations etc
- Optimized RCA of recurring issues such as sales returns, logistics, transactions and refunds, and order-related queries identified during the quality assurance process, resulting in a 32% reduction in QoQ complaints and contributing to a better contribution margin
- Reduced average handling time by 20% through targeted training of agents in soft skills, technical communication, and problem-solving strategies, leading to process optimization
- Improved the team's CSAT score by 38% for a cohort of 5000 interactions, with 3000+ rated positively, through targeted training and refined service protocols
Senior Customer Delight Associate
OZiva
04.2021 - 03.2022
- Cultivated a high-performing team by providing guidance, support, and opportunities for growth to 15 new joiners
- Eight of these mentees advanced to senior positions, contributing significantly to the team's achievement
- Developed customized templates for standardizing detailed Voice of Customer (VOC) data, enabling effective tracking and resolution of issues related to business operations
- Surpassed KPIs, including handle time and FCR, while driving strategic initiatives like integration of Zoho and Zendesk
Customer Delight Associate
OZiva
08.2019 - 03.2021
- Efficiently responded to a high volume of incoming calls to identify and resolve customer problems, needs, and opportunities
- Analyzed customer feedback to suggest and implement operational enhancements, improving quality, production times, and reducing costs
- Managed inbound and outbound calls to address user experience, product knowledge, satisfaction, grievances, and order-related inquiries
- Awarded 'Employee of the Quarter' and 'Best Performer of the Year' for exceptional handling of time-sensitive escalations, making me the go-to person for customer retention
Education
Bachelor of Commerce -
Malini Kishore Sanghvi College of Commerce And Economics
Fashion Design Certification - undefined
Kohinoor Technical Institute
Skills
Process improvement
Timeline
Customer Experience Team Lead
OZiva
04.2023 - 07.2023
Quality Analyst
OZiva
04.2022 - 03.2023
Senior Customer Delight Associate
OZiva
04.2021 - 03.2022
Customer Delight Associate
OZiva
08.2019 - 03.2021
Fashion Design Certification - undefined
Kohinoor Technical Institute
Bachelor of Commerce -
Malini Kishore Sanghvi College of Commerce And Economics
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