Shreya Srivastava
Ghaziabad
Summary
With three and a half years of business experience in operations, vendor management and customer service delivery, with inclusive leadership and problem-solving skills. I am extremely motivated to constantly put forth my skills and seek challenging position while also developing my skills. I seek to grow with all the brands that I work with in the most successful way while keeping the goals and objectives of the brand at utmost priority.
Overview
4
4
years of professional experience
Work History
Team lead
Grofer India Pvt. Ltd
08.2021 - Current
- Operate as a key contributor to the team to set standard work, audit standard work, and improve standard work while problem solving and tracking MDI.
- Monitoring daily Shrinkage, arranging backfill, attrition, Roster management.
- Provide feedback on employee and/or team performance to the team members.
- Manage team workload distribution and structure to ensure consistent good performance.
- Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performance
- Responsible for day-to-day functioning/administrative work including production floor management
- Performs other duties as assigned by manager
Team lead
Cogent E Services, Tata Sky Broadband
08.2019 - 05.2021
- Responsibilities:
- Manage a team of approx
- 15 Customer Service Representatives and ensure that all key metrics of performance as per the Client SLA are met and exceeded
- Institute creative & innovative Rewards & Recognition activities for enhancing team performance and motivation; foster career advancement of the team members within the project or lateralmovement
- Manage team performance and responsible for the overall development of the team.
- Manage and strengthen Client Relationship
- Handle escalated customer calls and guide/assist the agents to take calls in premium queue and use of customer service tools.
Customer Service Executive
Cogent E Services, Zomato Chat
10.2018 - 08.2019
- Convincing adamant customers and conveying the company’s terms and condition to them.
- Managing Follow-up interactions for escalated concerns.
- Respond to customer’s enquiries relating to information, product functionality and fault calls.
- Logging and classifying all calls and requests for assistance in the customer relationship management system.
- Manage the resolution process for customers relating to product complaints.
- Track enquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.
- Accept additional projects or areas of responsibility that will improve the team’s performance.
- Proactively contribute to the helpdesk team and the achievement of its goals.
- Marking mails to respective teams and do follow-up according to the requirement of interaction.
Education
B.A. -
Maharaja Agrasen College, Delhi University
Timeline
Team lead
Grofer India Pvt. Ltd
08.2021 - Current
Team lead
Cogent E Services, Tata Sky Broadband
08.2019 - 05.2021
Customer Service Executive
Cogent E Services, Zomato Chat
10.2018 - 08.2019
B.A. -
Maharaja Agrasen College, Delhi University
Similar Profiles
Randhir Kumar PrasadRandhir Kumar Prasad
Stacker at Engineering and Allied Services Pvt. Ltd, Lift & Shift India Pvt. Ltd, Roadwings International Pvt. Ltd, Western Carriers India Pvt. Ltd, Tractor India Pvt. Ltd, Transworld Terminal Pvt. LtdStacker at Engineering and Allied Services Pvt. Ltd, Lift & Shift India Pvt. Ltd, Roadwings International Pvt. Ltd, Western Carriers India Pvt. Ltd, Tractor India Pvt. Ltd, Transworld Terminal Pvt. Ltd
Viraja ParanjapeViraja Paranjape
Associate Director, Financial Risk Remediation at UBS Business Solutions (India) Pvt. Ltd. (Erstwhile Credit Suisse Services (India) Pvt. Ltd.)Associate Director, Financial Risk Remediation at UBS Business Solutions (India) Pvt. Ltd. (Erstwhile Credit Suisse Services (India) Pvt. Ltd.)
Maxy D’silvaMaxy D’silva
Risk Analytics and Solutions at UBS Business Solutions India Pvt. Ltd. (Credit Suisse Services India Pvt. Ltd.)Risk Analytics and Solutions at UBS Business Solutions India Pvt. Ltd. (Credit Suisse Services India Pvt. Ltd.)
Arindam SinghArindam Singh
AI Agent Architecture Intern at IBM at IBM India Pvt. Ltd.AI Agent Architecture Intern at IBM at IBM India Pvt. Ltd.
Sumit Singh BishtSumit Singh Bisht
Software Support Engineer at Nippon Data System Ltd.Software Support Engineer at Nippon Data System Ltd.