Vivek Thieng

• Currently managing multiple projects across leading brands, including Landmark Group (Max Fashion & Easy Buy), WestBridge Capital NPS, Fossil Group Service with Omni channel, and IndustryBuying (B2B outbound Sales).
• Lead end-to-end operations, ensuring seamless project execution, resource planning, and service delivery.
• Oversee daily workforce planning, demand forecasting, headcount management, and team performance to meet business objectives.
• Monitor and drive key operational KPIs, including productivity, SLA adherence, and RNP metrics, ensuring consistent operational excellence.
• Manage a high-performing team while maintaining quality standards, process compliance, and customer satisfaction.
• Successfully manage a business portfolio valued at ₹10 Crore, driving operational efficiency and achieving organizational performance targets.
• Collaborate with cross-functional stakeholders to optimize processes, improve delivery outcomes, and support strategic business growth.

• Managed end-to-end omnichannel customer support operations for Shoppers Stop, overseeing Inbound, Outbound, Email, Chat, and Back-office & Grievance processes.
• Managed daily operations for customer service teams to enhance efficiency.
• Reviewed customer complaints regarding operations services, developing solutions as needed.
• Led day-to-day operational activities, ensuring seamless service delivery, adherence to SLAs, and achievement of business objectives.
• Managed Team Leaders and frontline teams, driving workforce productivity, employee engagement, and operational excellence.
• Monitored and improved key performance indicators (KPIs) for both internal operations and client-facing metrics, consistently meeting service and quality targets.
• Conducted Weekly, Monthly, and Quarterly Business Reviews (WBR, MBR, and QBR) with internal stakeholders and clients to review performance, identify improvement opportunities, and implement action plans.

• Managed operations from the client location for Flipkart Seller Support Marketplace team, handling end-to-end L3 escalations and driving timely resolution of high-priority and high-pendency cases to ensure SLA compliance.
• Developed process documentation to standardize operations across the department.
• Led and managed cross-functional teams, focusing on workforce planning, performance management, coaching, and operational excellence.
• Monitored, analyzed, and consistently drove KPI and KRA performance, implementing process improvements to enhance productivity, quality, customer satisfaction, and overall business outcomes.

• Managed a team of 45 associates supporting Flipkart Seller Support (CareTouch Process), ensuring efficient operations and high-quality customer service.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Drove team performance through daily operational governance, performance tracking, attendance and productivity management, and weekly/monthly performance reviews.
• Monitored and improved key operational KPIs, including Reopen Rate, High Turnaround Time (TAT), and Resolution Within 48 Hours, ensuring SLA compliance and service excellence.
• Acted as the primary point of contact for client escalations and seller concerns, collaborating with internal stakeholders to deliver timely resolutions and improve customer satisfaction.
• Conducted regular coaching, feedback sessions, and performance improvement initiatives to enhance team productivity, quality, and operational efficiency.

Sales Team Lead | IHCL Taj – Epicure Membership Program

• Led a high-performing sales team of 20 associates for the IHCL Taj Epicure Membership Program, driving consistent revenue growth and operational excellence.
• Coordinated training programs for new employees and provided ongoing support.
• Monitored team progress and enforced deadlines.
• Owned daily, weekly, and monthly sales target achievement by implementing effective sales planning, pipeline management, and performance governance.
• Coached and mentored team members on consultative selling techniques, objection handling, and conversion strategies, resulting in improved sales productivity and customer acquisition.
• Designed and executed performance improvement initiatives to consistently achieve 110%+ target attainment while maximizing team incentive earnings.
• Monitored and managed key operational metrics, including attendance, schedule adherence, productivity, quality, shrinkage, and attrition, ensuring optimal workforce efficiency.
• Conducted regular performance reviews, one-on-one coaching sessions, and skill development programs to build a high-performing and engaged sales team.
• Collaborated with internal stakeholders to optimize sales processes, improve customer experience, and ensure compliance with organizational policies and service standards.
• Recognized for driving a performance-oriented culture through data-driven decision-making, continuous coaching, and effective people management.

• Consistently achieved 110%+ of monthly sales targets as part of the IHCL Taj Epicure Sales Team, exceeding business expectations and contributing to overall revenue growth.
• Recognized as a consistent top performer, delivering strong month-on-month sales performance across the entire sales floor.
• Received multiple Rewards and Recognition for outstanding sales achievements, target attainment, and exceptional performance.