PRATAP KUMAR SINDIRI

• Implemented Chat Process: Started chat process from scratch to reduce stress from inbound team and to reduce customer wait time
• Quality Assurance: Implementing and monitoring quality control measures to ensure consistent service delivery and adherence to company standards. Conducting audits, reviewing customer interactions, and providing feedback for improvement
• Workforce Planning and Scheduling: Ensuring adequate staffing levels to handle customer service demands. Creating schedules, managing shift rotations, and optimizing resources to maintain efficient operations
• Performance Management: Setting performance goals, KRA / KPI and monitoring individual and team performance metrics. Conducting regular performance evaluations, providing feedback, and implementing performance improvement plans as necessary
• Technical Proficiency: A customer service manager should be comfortable using customer relationship management (CRM) software, ticketing systems, live chat software, and other relevant e- commerce tools. Understanding of CRM systems and new business opportunities: Experience or knowledge in CRM systems used in the industry and interest in expanding knowledge of new tools, and systems in the industry
• Created process to effectively handle C-Level Escalations
• Process Improvement: Identifying areas for process enhancement and implementing initiatives to optimize customer service workflows. Collaborating with cross-functional teams to streamline procedures and enhance the overall customer experience
• Stakeholder Management: Building and maintaining relationships with internal stakeholders, such as other departments, to ensure effective communication and collaboration. Actively engaging with customers to gather feedback and incorporate it into service improvements

Achievements:

• Led Chat support team in achieving >92% CSAT, 85% FCR and First Response Time
• Led the Email Support Team in achieving First Response Time of under 2 Hr
• Improved NPS by 32%

• Leading and Supervising: Managing a team of customer service representatives, providing guidance, coaching, and support to ensure they meet performance targets and deliver excellent customer service.
• Training and Development: Identifying training needs within the team and organizing training sessions to enhance their skills and knowledge. This includes onboarding new employees and continuous learning opportunities for existing team members.
• Performance Management: Setting performance goals, KRA / KPI and monitoring individual and team performance metrics. Conducting regular performance evaluations, providing feedback, and implementing performance improvement plans as necessary.
• Workforce Planning and Scheduling: Ensuring adequate staffing levels to handle customer service demands. Creating schedules, managing shift rotations, and optimizing resources to maintain efficient operations.
• Quality Assurance: Implementing and monitoring quality control measures to ensure consistent service delivery and adherence to company standards. Conducting audits, reviewing customer interactions, and providing feedback for improvement.
• Customer Issue Resolution: Assisting team members in resolving complex or escalated customer issues and ensuring timely and satisfactory resolution. Handling customer complaints or challenging situations personally when necessary.
• Data Analysis and Reporting: Analyzing customer service data, such as call volumes, response times, customer satisfaction scores, and other relevant metrics. Generating reports and presenting insights to senior management to drive operational improvements.
• Process Improvement: Identifying areas for process enhancement and implementing initiatives to optimize customer service workflows. Collaborating with cross-functional teams to streamline procedures and enhance the overall customer experience.
• Stakeholder Management: Building and maintaining relationships with internal stakeholders, such as other departments, to ensure effective communication and collaboration. Actively engaging with customers to gather feedback and incorporate it into service improvements.
• Keeping Up with Industry Trends: Staying informed about industry trends, emerging technologies, and best practices in customer service. Implementing innovative solutions to enhance efficiency, productivity, and customer satisfaction.
• Technical Proficiency: A customer service manager should be comfortable using customer relationship management (CRM) software, ticketing systems, live chat software, and other relevant e-commerce tools. Understanding of CRM systems and new business opportunities: Experience or knowledge in CRM systems used in the industry and interest in expanding knowledge of new tools, and systems in the industry.
• Created process to effectively handle C-Level Escalations
• Led Customer Support Ticketing vertical in achieving CSAT >96%
• Led the Email Support Team in achieving First Response Time of 45 Minutes
• Led the Chat Support Team in achieving First Response Time of 30 Seconds
• Led the Customer Support Ticketing vertical in achieving Overall Full Resolution Time of 38 Calendar Hours
• Planned Self Serve Mechanism for customers which led to overall support ticket volume reduction by 48%
• Improved NPS by 28%

• Company Overview: (Olacabs)
• Mentoring Team
• Handled C-Level Escalations
• Planned SLA Management
• Led Daily Team Huddle
• Led training on any process/product change
• Planned Product Knowledge Tests for the team
• Planned Email/Chat/Call Flow Management
• (Olacabs)
• Top Achiever for the years 2016, 2017, and 2018
• Received Certificate of Appreciation for Hard Work, Passion & Dedication towards the job

• Handled Fraud Issues
• Handled Manager/CEO Escalations
• Handled Post-Sales Issues to provide FCR
• Planned Product Knowledge Test for the Team
• Top Achiever for the years 2014 & 2015
• Received Flipkart at its Best Award