Richa Shroff
Pune
Summary
Dynamic CS Team Manager at Amazon Development Centre with a proven track record in team leadership and AI implementation. Expert in leveraging data-driven insights to enhance performance and customer satisfaction. Skilled in problem resolution and operations management, fostering a culture of innovation that drives efficiency and productivity.
Overview
12
12
years of professional experience
Work History
CS Team Manager
Amazon Develoment Centre (India) Pvt Limited
Pune
10.2022 - Current
- Lead, coach, and develop a high-performing team of customer service representatives, leveraging AI-driven insights to enhance performance and customer satisfaction.
- Utilize machine learning-powered analytics to track key performance metrics (KPIs), identify trends, and implement data-driven improvements.
- Implement AI-based chatbots and automated workflows to streamline issue resolution, reducing response times and improving efficiency.
- Monitor team performance and customer interactions using AI-driven sentiment analysis tools to enhance service quality.
- Handle escalations, analyze customer feedback, and use predictive analytics to proactively address potential service issues.
- Collaborate with cross-functional teams to optimize processes, integrating AI solutions to enhance operational excellence.
- Manage workforce planning and scheduling with AI-powered forecasting tools to ensure efficient resource allocation during peak and off-peak periods.
- Foster a culture of innovation, encouraging the adoption of AI and automation to improve customer experience and team productivity.
Team Leader
TECH MAHINDRA BUSINESS SERVICES
01.2018 - 10.2022
- Support team manager and performs management duties when manager is absent or out of office
- Provide encouragement to team members, including communicating team goals and identifying areas for new training or skill checks
- Assist management with hiring processes and new team member training
- Answer team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance
- Communicate deadlines and sales goals to team members
- Develop strategies to promote team member adherence to company regulations and performance goals
- Conduct team meetings to update members on best practices and continuing expectations
- Generate and shares comprehensive and detailed reports about team performance, mission-related objectives, and deadlines
- Provide quality customer service, including interacting with customers, answering customer inquiries, and effectively handling customer complaints
- Delegated daily tasks to team members to optimize group productivity.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Conducted regular performance reviews to assess individual team member progress.
- Oversaw training and development programs to enhance team skills and knowledge.
Customer Relations Advisor
TECH MAHINDRA BUSINESS SERVICES
01.2015 - 01.2018
- Develop strong and trusted relationship with customers through timely and accurate communications
- Manage high volume of customer calls to ensure excellent customer service and satisfaction
- Resolve customer issues in accurate and timely manner
- Attend and conduct project status and review meeting with customers
- Maintain and update documents related to customer accounts and business reports
- Develop new business opportunities in every customer communication
- Coordinate calls, meetings and communications between management and customers
Senior Associate
WNS GLOBAL SERVICES PVT. LTD.
01.2013 - 01.2015
- Performing administrative duties including answering phones, scheduling appointments, etc
- Assisting human resources with recruitment activities and creating work schedules
- Supporting the operations manager with the enforcement of company policies and standards
- Monitoring inventory and placing supply orders
- Tracking daily operations and reporting or resolving issues; Maintaining company databases
Education
Bachelor of Business Administration -
The Bhopal School of Social Sciences
01.2012
Skills
- Team Leadership
- Supervising Staff
- Problem Resolution
- Project Management
- Team Motivation
- Delegating Work
- Decision Making
- Operations Management
- Relationship Management
- AI implementation
Projects
AHT Reduction, Robotic Process Automation (RPA) is an emerging trend in the global business world. Closely related to Business Process Outsourcing, RPA refers to the use of computer software or a 'robot' to perform business processes. RPA offers an automated alternative to BPO and takes over repetitive, rule-based tasks.
Languages
- English
- Hindi
Personal Information
- Date of Birth: 04/28/92
- Nationality: Indian
Timeline
CS Team Manager
Amazon Develoment Centre (India) Pvt Limited
10.2022 - Current
Team Leader
TECH MAHINDRA BUSINESS SERVICES
01.2018 - 10.2022
Customer Relations Advisor
TECH MAHINDRA BUSINESS SERVICES
01.2015 - 01.2018
Senior Associate
WNS GLOBAL SERVICES PVT. LTD.
01.2013 - 01.2015
Bachelor of Business Administration -
The Bhopal School of Social Sciences
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