Suman

· Spearheaded daily staff meetings to identify improvement strategies, discuss process updates and facilitate open communication.

· Supervised operations team to support operational excellence and excellent customer service.

· Performed statistical analyses to gather data for operational and forecast team needs.

· As per process manpower requirement, drive hiring new resources followed by operations round.

LINE OF BUSINESSES AT COGENT

Assistant Manager – Operations [FLIPKART INDIA]

Nov’2020 to 21st March’2022

Ø Handled CMB Process.

Ø Daily CSAT achievement of more than 85% to set the goal.

Ø Hands-on experience on YODA to analyse production data, guaranteeing efficient production of defect-free products.

Ø Send regular updates on performance to the client to maintain their confidence.

Ø Responsible for shift performance of aligned shift.

Ø Analysing all relevant reports & setting targets for the same.

Ø Maintained shrinkage or Attrition daily and monthly basis.

Ø Maintain Daily Monthly Service level & AHT.

Ø Responsible for performance appraisal and motivational activities of the team members for increased efficiency.

Assistant Manager – Operations [KENT RO]

Apr’2018 to Oct’2020

· Handled a total of 6 businesses LOB more than 45 agents

· Handling escalations and share feedback on performance.

· Defining & implementing Action plans based on MIS analysis.

· Handled L2 desk escalation, Social Media, Chat, email.

· Extra responsibility taking care of visit assigned, visit cancellation, engineer visit.

· Send regular updates on performance to the client to maintain their confidence.

· Maintained shrinkage or Attrition daily and monthly basis respectively.

· Promoted as an Assistant Manager

· Responsible for performance appraisal and motivational activities

Team Leader - Panasonic India

Sep-2016 to March-2018

· Dealer desk ( Bulk Service request), and Chat ( Instant response)

· Happy calling followed by Customer service satisfaction.

· Dial 100 project instant supports for Toughbook issues cases.

· Lead Assignment for engineer visit.

· MCD project support for Panasonic billing machine.

· Lithium-ion battery project.

Indiamart (B2B) Dec’2015 to Aug’2016

· Handling sales team B2B process to achieve set targets.

· Publishing daily sales report & future forecast.

· Daily Briefing and product updates.

Provide & Suggest effective plans according to the need of customer for those who visited on our website.

▪ Managing & leading teams for running successful process experience of implementing procedures, service standards for business excellence.

Ø Customer awareness of different insurance (Health & Life insurance) on web portal

· Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas.

· Got cross trained on various financial products like Mortgage, SME, and Commercial Assets

· Joined as a fresher and got new things to learn about insurance.