SONALI DEB ROY

• Building and maintaining strong relationships with clients by understanding their needs, objectives, and processes to facilitate successful adoption of our products.
• Managed and worked with Enterprise brands like Haldiram's, Adyar Ananda Bhavan, Chinese Wok with a portfolio of 10-15 lakhs per month.
• Overseeing all aspects of client accounts, such as retention, cross-selling, billing, technical issues and other departments.
• Maintain and grow the revenue of each enterprise account.
• Collaboration with Product Engineering and Partnership teams, Onboarding teams, as well as Aggregator's POC for integrations and features that enhance Brand's success.
• Conducting regular business reviews to evaluate the performance of the business and identifying the areas for improvement.
• Tracked and analyzed key account trends and identifying the growth opportunities.

• Managed a team of customer support representatives, ensuring consistent quality in service delivery.
• Coordinated schedules to ensure adequate coverage during peak hours without compromising service quality standards.
• Analyzed performance metrics to identify areas for improvement and develop action plans accordingly and conducting performance reviews for team members.
• Collaborated with cross-functional teams to address customer needs and improve overall experience.
• Implemented effective escalation procedures to promptly address urgent or complex customer concerns within the SLA and streamlined support processes for improved efficiency.
• Participated in hiring processes for new team members, selecting candidates who aligned with company values and culture.

• Develop and execute a strategic plan for order fulfillment to meet business goals.
• Work closely with teams such as customer service, inventory management, and restaurant partners to streamline order fulfillment processes.
• Provide leadership and guidance to fulfillment teams.

• Providing Yahoo! Customers with technical support via inbound emails within the mandated SLAs
• Assisting Yahoo! Users with account security and properties related issues via email
• Focusing thoroughly on KPIs and KRIs to ensure the highest level of QoS for the Yahoo Fraternity
• Working on the Salesforce Platform by deep-diving into features/capabilities to aid the business.
• Ensuring the highest QoS, upholding the Yahoo! Quality, Case Handling Standards, and Benchmarks.

Other Highlights:
a)Actively involved in the hiring process: Building a Pipeline, Sourcing, Pre-Screening, Scheduling, Interviewing,
b)Completed a training program at Indore for new hires on Account, Security & Verification Modules

c) Managed a team as a back-up Team Lead for a duration of 6 months

d) Mentoring new hires through a guidance plan to make them SMEs

• Handling escalation cases for MSN technical support over the phone/chat
• Dealing with issues regarding installation, connectivity, and software-related concerns
• Utilizing various options to conduct thorough research, moving to provide resolution and maintaining the knowledge base
• Proactively participated in open forums (E.g.: MSN.com) to ensure the exchange of intellectual property between groups, sites/clients.