Travelling
Yasmin Khan
Senior Manager - Flipkart
Bengaluru
Summary
Dedicated professional with a history of meeting company goals utilizing consistent and organized practices for the last 24 years. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Innovative and goal-oriented Management professional committed to process reengineering . Dedicated team player skilled at mediation and conflict resolution. Drives company growth through decisive planning and implementation.
Overview
22
22
years of professional experience
5
5
Languages
Work History
Sr.Manager Operations
Flipkart Internet Pvt Ltd
11.2012 - Current
- Led cross-functional teams in creating ideal design flows for critical processes, resulting in streamlined operations and reduced costs. Developed an in built decision tree for agents to minimize manual errors, improving efficiency and accuracy
- Successfully migrated processes to a new call center partner, ensuring a smooth transition and minimal disruptions. Spearheaded the implementation of chat bots with system integration, reducing customer contacts and enhancing resolution times.
- Led a multi member team primarily focusing on designing and executing cost improvement initiatives, leading to significant savings by eliminating non-value-added activities. Member of the core team focusing on reducing imperfections at a journey node level for effective customer interact
- Optimized process for Incident Journey Score (IJS), a mechanism used to identify potential high pain customers prone to escalate, reducing escalations by 32% by efficiently handling high-pain customer contacts by creating green channel support for faster case resolution and reduced handled time
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Defined clear targets and objectives and communicated to other team members.
- Established team priorities, maintained schedules and monitored performance.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
Assistant Manager Operations
TESCO HINDUSTAN SERVICE CENTRE
11.2010 - 09.2012
- Leading a team of 40 officers and support UK and ROI / NI
- Monitored employee productivity and optimized procedures to reduce costs.
- Ensured compliance with industry regulations, company policies, and safety standards to maintain a secure working environment.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Organized and detail-oriented with a strong work ethic.
- Skilled at working independently and collaboratively in a team environment.
- Gained strong leadership skills by managing projects from start to finish.
Assistant Manager Operations
First source Solution Limited
03.2002 - 05.2010
- Ensured compliance with industry regulations, company policies, and safety standards to maintain a secure working environment.
- Drive the Center towards implementation of COPC & BS7799 Standards for certification.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Enhanced operational efficiency by streamlining processes and implementing new systems.
- Assisted in recruiting, hiring and training of team members.
- Developed and maintained a high-performing team with ongoing training, coaching, and performance evaluations.
- Monitored employee productivity and optimized procedures to reduce costs.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Supervised operations team to support operational excellence and excellent customer service.
- Developed systems and procedures to improve operational quality and team efficiency.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Evaluated operational metrics regularly to identify areas for improvement and implement corrective actions accordingly.
Education
Bachelor of Commerce - Commerce
Mahatma Gandhi University
Meghalaya 04.2001 -
Skills
Schedule & Operations Planning
Aspiration
Aspires to pursue managerial and senior level assignments in the area of Operations / Customer service/ Transition/ Process Design / Relationship management with growth oriented organization
Chief Deliverables
- Operations Management
- Onboarding New Partner Site
- Transition - Rebadging of employees
- Process Design
- Client Relationship Management
- Project Management
- People Management
- Cost Management
- Quality Assurance/ Due Diligence
Personal Vitae
No. 13/2-1, Block 2, Ground Floor, Vivek Paradise, 2nd cross, Byrasandra, C V Raman Nagar, Bangalore, English, Hindi, Kannada, Tamil, Malayalam
Professional Snapshot
A professional core competency in the field of Operations in the BPO segment consolidated over the past years. Over 12 years of experience in managing Customer Service with organizational management and building efficiencies in systems and procedures that form the foundation of Voice and Back-office operations. I have experience leading large teams and have successfully supported transition of processes from their region of origin. Currently Serving Flipkart Internet Pvt Ltd, Bangalore as Sr.Manager Operations. Managing the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Building and maintaining healthy business relations with clients, ensuring high customer satisfaction metrics by achieving delivery & service quality norms. Enterprising leader with a solid record of contributions leading to lowered risk, heightened productivity & enhanced internal controls. Excellent interpersonal, communication and organizational skills with proven abilities in customer relationship management. Handling Transition Management Projects requiring smooth & seamless relocation of Business Processes.
Interests
Foodie
Timeline
Sr.Manager Operations
Flipkart Internet Pvt Ltd
11.2012 - Current
Assistant Manager Operations
TESCO HINDUSTAN SERVICE CENTRE
11.2010 - 09.2012
Assistant Manager Operations
First source Solution Limited
03.2002 - 05.2010
Bachelor of Commerce - Commerce
Mahatma Gandhi University
04.2001 -
Similar Profiles
DARPIT LAKHANIDARPIT LAKHANI
Associate Director at Flipkart Internet Pvt Ltd / Myntra Jabong India Pvt LtdAssociate Director at Flipkart Internet Pvt Ltd / Myntra Jabong India Pvt Ltd
Gunbala SharmaGunbala Sharma
Senior Executive Assistant at Flipkart Internet Pvt LtdSenior Executive Assistant at Flipkart Internet Pvt Ltd
Deepak ThapliyalDeepak Thapliyal
Manager II at Flipkart Internet Pvt LtdManager II at Flipkart Internet Pvt Ltd