SKANDA MN

• Ensured timely completion and tracking of IB, SR creation verification, and SC request closure while maintaining TAT across team members.
• Rolled out monthly and quarterly ROTA based on planned day volume, week-offs, and holidays.
• Maintained data integrity with no variance in information capturing by adhering to SOP and avoiding incomplete fields.
• Captured accurate data for on-time IB creation and amendments while coordinating WL and EOGS dispatch as per client timelines.
• Achieved individual productivity targets through cross-skilling and providing training support for cross-functional teams.
• Managed daily tracker, KPI tracker, and SC Q monitoring to drive performance improvements.
• Trained staff on new CRM tool implementation to enhance operational efficiency.

• Ensured timely task completion by leading a high-performing team to meet quality standards.
• Facilitated regular meetings to track progress and address challenges promptly.
• Trained new staff on essential processes and procedures for operational efficiency.
• Supported junior staff during peak workloads to sustain overall productivity.

• End-to-end closure: Ownership of closing e-contract sales [i.e. Lead generation, Submit Quotation, Follow-up for closure, Payment confirmation with UTR/Transaction details, E- Contract loading, GE Invoice closure].
• Zero Disputes / discrepancies / Conflict on e-contracts claimed as 'Closed Successfully'.
• Follow appropriate Telephone etiquettes & ensure zero complaints / escalations from GEHC & end users, Daily MIS & Productivity update to management.

• Managed inbound and escalation calls alongside mail correspondence in L2 support.
• Served as primary point of contact for Flipkart within a large service desk environment.

• On Time completion of CSAT Survey as per the business requirements SMS/Email/Out calling to end customer within 24 business hour of SR Closure report Planning: Day Volume Assignment Process - Balance based on the agents Availability.
• Task Prioritization – Based on the Scenario & Customer Asks.
• Success rate to be measured on Number of customers were reached and was able to get Successful Survey On Time Report submission to Stake holders.

• Supervised operations team to ensure efficient outlet performance.
• Scheduled and monitored daily responsibilities of team members.
• Managed opening and closing procedures for the outlet.
• Oversaw production planning, ensuring adherence to recipes and quality standards.
• Maintained hygiene and grooming standards among staff, enforcing uniform compliance.

Implemented corrective actions for non-compliance with grooming and hygiene protocols.

• Ensured cleanliness of workstations and dining areas to create a welcoming atmosphere.
• Prepared and served beverages according to standard recipes and quality guidelines.
• Assisted customers with menu selections while providing tailored product recommendations.
• Collaborated with team members to enhance service speed and customer satisfaction.
• Restocked supplies and inventory to fulfill daily operational requirements efficiently.