Sushmita Mani Adhikari
Haldwani
Summary
Total 9 Years of experience in Customer Operations and Management. Skilled in industry research, Vendor Onboarding and Management, Process Implementation and Operations Management
Overview
10
10
years of professional experience
Work History
Manager- Customer Operations
IndiaMart Intermesh Ltd
Noida
01.2022 - Current
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Improved process quality and performance audits.
- Optimized process to reduce cost and meet organizational goals.
- On-boarded new vendors and aligned processes
- Provided leadership during times of organizational change or crisis situations.
- Trained employees on SOPs and New Guidelines
- Reduced TAT through Time and Motion Study
- Evaluated quality problems and performed FMEA to identify and resolve process gaps.
- Tracked and maintained performance data for better visibility improved team performance through daily visibility of KPIs.
Assistant Manager - Customer Operations
IndiaMart Intermesh Ltd
Noida
01.2019 - 12.2021
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction
- Identified training needs of team and delivered session on SOP's
- Handled customer escalations and resolved tickets
- Worked on TAT to improve customer on-boarding experience.
- Worked with the team on customer tickets to understand process gaps and improvement areas
- Worked on multiple pilots and new process implementations
- Conducted performance reviews for the team on a regular basis.
Senior Executive - Customer Operations
IndiaMart Intermesh Ltd
Noida
07.2017 - 12.2018
- Analyzing customer complaints related to products and services
- Data study and analysis to understand the trend of tickets and escalations
- Coordinated with different departments to understand the gaps and improvement areas.
- Analyzed escalations and tickets data to understand the process gaps
Senior Executive - Customer Service
IndiaMart Intermesh Ltd
Noida
01.2016 - 06.2017
- Handled and solved customer complaints related to service and business
- Helped customer in understanding the Indiamart portal and how to get better business and response from online buyers
- Pitched premium services for better and more business opportunities.
Management Trainee
Jubilant Food Works
Noida
06.2014 - 06.2015
- Multiplied earnings through sales goal achievement, customer service improvements and commitment to team objectives
- Established and optimized schedules to keep coverage and service in line with forecasted demands
- Made personal recommendations for customers by sharing product knowledge and demonstrating product.
Education
BHM: Hotel And Tourism Management -
IHM
05.2014
Skills
- Problem-solving abilities
- Customer Relationship Management (CRM)
- Cross-Functional Team Management
- Performance Management
- Staff training and development
- Performance Evaluations
- Knowledge of quality systems
- Policy reinforcement
- Operations Management
- Policy Implementation
Hobbies and Interests
Travel and Explore new places
Timeline
Manager- Customer Operations
IndiaMart Intermesh Ltd
01.2022 - Current
Assistant Manager - Customer Operations
IndiaMart Intermesh Ltd
01.2019 - 12.2021
Senior Executive - Customer Operations
IndiaMart Intermesh Ltd
07.2017 - 12.2018
Senior Executive - Customer Service
IndiaMart Intermesh Ltd
01.2016 - 06.2017
Management Trainee
Jubilant Food Works
06.2014 - 06.2015
BHM: Hotel And Tourism Management -
IHM
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