Ujwala Jadhav
Bengaluru,Karnataka
Summary
Dedicated and results-driven with a proven track record in operations, customer service, vendor management, and backend operations. Demonstrated ability to optimize processes, enhance customer satisfaction, and streamline operations to drive efficiency and profitability. Analysed operational data to identify trends, opportunities, and areas for improvement, presenting findings to senior management. Managed vendor relationships, negotiating contracts, and ensuring timely delivery of services.
Overview
7
7
years of professional experience
11
11
years of post-secondary education
Work History
Assistant Manager
Ujwala
- Monitored refunds and increased customer retention by auditing and sharing feedback to the causing agents
- Developed and implemented customer service policies that improved customer experience and reduced customer churn by 20%
- Adapted RCA methodologies such as fishbone diagrams, 5 Whys, or fault tree analysis to systematically identify contributing factors.
Assistant Manager
NoBroker.com
Bangalore
7 2023 - 06.2024
- Developed annual budgets aligned with company goals, resulting in a 12% increase in resource utilization efficiency
- Managed P&L statements, leading to a 15% increase in profitability through strategic recommendations based on identified key drivers of financial performance
- Identified and evaluated 10 new business opportunities, markets, and potential partnerships, resulting in 3 successful partnerships
- Evaluated existing vendor relationships and contracts, identifying opportunities for cost reduction and efficiency improvement, leading to a 15% decrease in expenses and a 10% improvement in operational efficiency.
Team Leader
NoBroker.com
Bangalore
07.2022 - 07.2023
- Onboarded 12 vendors/partners based on rigorous business requirements and performance criteria, resulting in enhanced service quality and a 20% decrease in service TAT
- Implemented customer satisfaction strategies resulting in a 15% increase in Net Promoter Scores (NPS), indicating enhanced customer loyalty and satisfaction
- Identified and addressed 6 gaps, inefficiencies, and areas for improvement in business processes through BQM techniques and methodologies, resulting in a 25% increase in overall operational efficiency
- Evaluated trends, patterns, and insights from data analysis, resulting in the implementation of 8 strategic initiatives that contributed to a 12% increase in revenue
- Maintained shrinkage within process requirements, achieving a 95% adherence rate
- Coordinated with vendors/partners to ensure timely completion of services
- Managed field and floor operations, to make sure smooth and efficient workflow.
Unit Head
NoBroker.com
Bangalore
03.2020 - 07.2022
- Optimized allocation of resources, balancing workload among team members for maximum efficiency.
Senior relationship manager - L2
02.2019 - 03.2020
- Resolved customer inquiries and complaints within 2 hours, resulting in a 93% customer satisfaction rate
- Effectively managed escalations, and maintained customer satisfaction.
Customer care executive
iSON
08.2017 - 01.2019
- Ensured to solve customer queries and maintain positive feedback
- Delivered exceptional customer service, consistently exceeding expectations to ensure client satisfaction.
Senior executive
AEGIS
03.2018 - 11.2018
- Facilitated customer interactions to address inquiries and resolve concerns
- Ensured to give proper resolution to escalated complex issues.
Account Executive
IBM
11.2016 - 04.2017
- Audited documents of clients who are claimed for IT returns
- Assisted clients if there is any document is missing.
Education
Bachelor of commerce - Commerce
Rani Channamma University
01.2013 - 06.2018
Pre University of Education - Commerce
GOVT PU college
07.2011 - 07.2013
Secondary Education - SSLC - undefined
Adarsh high school
06.2007 - 05.2011
Skills
Leadership and Management
Timeline
Team Leader
NoBroker.com
07.2022 - 07.2023
Unit Head
NoBroker.com
03.2020 - 07.2022
Senior relationship manager - L2
02.2019 - 03.2020
Senior executive
AEGIS
03.2018 - 11.2018
Customer care executive
iSON
08.2017 - 01.2019
Account Executive
IBM
11.2016 - 04.2017
Bachelor of commerce - Commerce
Rani Channamma University
01.2013 - 06.2018
Pre University of Education - Commerce
GOVT PU college
07.2011 - 07.2013
Secondary Education - SSLC - undefined
Adarsh high school
06.2007 - 05.2011
Assistant Manager
Ujwala
Assistant Manager
NoBroker.com
7 2023 - 06.2024
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