Summary
Overview
Work History
Education
Skills
Timeline
Generic

Yesha Jain

Experienced Operations Manager & Content Whiz
Gurgaon,HR

Summary

Experienced Operations Manager & Content Whiz

Performance driven professional with 13+ years of experience in managing content and people across multiple geographies with primary focus on client management.

Skilled in cross-functional, multi-cultural coordination with a pragmatic approach to improvise on solutions and resolve complex business issues

Diverse skillset due to exposure to different industries

Overview

13
13
years of professional experience
4
4
Languages

Work History

Manager, Technical Support

CareerBuilder.com India Pvt. Ltd
Noida , UP
2019.04 - Current
  • APAC and EMEA Operations for L1 & L2 teams
  • Call, Email & Chat Support
  • Escalation Management
  • Quality Control
  • Process Definition & Implementation
  • Data Reporting & Analysis
  • Cross-functional Liaising
  • Employee Lifecycle Management
  • Workforce Planning & Budgeting
  • Business Case Development
  • SLA Definition & Management
  • Performance KPIs
  • Platform Migrations
  • Vendor Relationships
  • Strategic Stakeholder Relationships
  • Disaster Recovery Management

EPG Scheduler | Red Bee Media Content Discovery

Ericsson Global India Pvt. Ltd
Noida , UP
2017.11 - 2019.03
  • EPG Scheduling - Linear & VOD
  • European Broadcasters - German, Italian, English, Spanish channels
  • Managed Services Delivery Platform tools
  • Quality Auditing
  • SLA Management
  • Onboarding New Tools for Automation
  • Escalation Management
  • Root Cause Analysis
  • Cross-domain training
  • Stakeholder Management
  • Automation of data collection
  • Facilitating Ease of Access
  • ACE award for outstanding performance in Q1-2018
  • Recognition as Key Contributor in 2018

Social Media Specialist / Product, Evangelist

Knowlarity Communications Pvt. Ltd
Gurgaon , HR
2015.07 - 2016.12
  • Evangelist
  • Ore Responsibility – Social Media Servicing, Escalations management, Online reputation management, Customer communication and Integrated Product communications
  • Ob Profile – Product, :
  • Add new and improve upon existing digital content by creating friendly user-interface using interactive support content to make cloud telephony an innately understood product
  • Vendor management – Understanding product requirements from channel partners and B2B customers to identify requisite technological advancements in product
  • Customer engagement via in-app, web-based and direct sources to gauge Net Promoter Score and identify pain areas
  • Integrated communication with internal & external stakeholders to apprise them of actions and outcome of product development
  • Liaising with product development to communicate clear customer requirements and prepare in-depth release notes for all stakeholders
  • Job Profile – Social Media Operations:
  • Manage grievance handling and escalation within tight timelines on all social media platforms
  • Responsible for creating new processes to promote customer excellence
  • Work with sales, delivery and support teams to reduce overall TAT and improve product delivery time
  • Handle escalations for CEO Desk on business and service related issues
  • Key Achievements
  • Reduced FRT from few days to 7 minutes on Facebook
  • Reduced Resolution time from weeks to 48 hours
  • Reduced number of SM escalations from 5 a day to once a week
  • Automated order confirmation and delivery to reduce overall production time.

Team Leader

InterGlobe Technologies Pvt. Ltd
Gurgaon , HR
2012.04 - 2013.07
  • Social Media Servicing Team
  • Ore Responsibility – Team Management, Social Media Servicing for KLM Royal Dutch Airlines
  • Ore Responsibilities:
  • Managing team 25 language experts in 3 different languages (English, German, and Japanese)
  • Liaising between technical team and end users to provide quick and satisfactory resolution
  • Handling customer queries via multiple CRMs including Salesforce and Hootsuite
  • Populating daily dashboard on all three languages, maintaining SLAs, TATs, and Quality
  • Identifying early warning signs and taking preventive measures for team
  • Working with talent acquisitions to interview for new positions and replacements
  • Integrated Communications for Senior Management Review

Senior Product Manager

Rated Apartments Pvt. Ltd
New Delhi , DL
2010.06 - 2012.03
  • European Operations
  • Core Responsibility – Property Acquisition, Front Desk
  • Job Profile - Operations:
  • Responsible for maintaining high quality team performance
  • Developing company’s business in Europe especially Germany, Austria, Switzerland, France, Spain and Italy
  • Acquiring serviced apartments and vacation rentals in these countries for Rated Apartments
  • Translation of all German & English communication, agreements and contracts
  • Testing applications functionality for tech team before implementation on live site
  • Solely created and successfully launched German website “www.ratedapartments.de”

Education

Master of Arts -

Sunrise University
Alwar, RJ

Bachelor of Arts -

University of Delhi

German Language Expert -

Goethe Institute

Associate of Science -

MGD School
Jaipur

Skills

Organization and Time Management

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Timeline

Manager, Technical Support

CareerBuilder.com India Pvt. Ltd
2019.04 - Current

EPG Scheduler | Red Bee Media Content Discovery

Ericsson Global India Pvt. Ltd
2017.11 - 2019.03

Social Media Specialist / Product, Evangelist

Knowlarity Communications Pvt. Ltd
2015.07 - 2016.12

Team Leader

InterGlobe Technologies Pvt. Ltd
2012.04 - 2013.07

Senior Product Manager

Rated Apartments Pvt. Ltd
2010.06 - 2012.03

Master of Arts -

Sunrise University

Bachelor of Arts -

University of Delhi

German Language Expert -

Goethe Institute

Associate of Science -

MGD School
Yesha JainExperienced Operations Manager & Content Whiz