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
04.2019 - 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
11.2017 - 03.2019
- 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
07.2015 - 12.2016
- 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
04.2012 - 07.2013
- 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
06.2010 - 03.2012
- 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, RJBachelor of Arts -
University of Delhi
German Language Expert -
Goethe Institute
Associate of Science -
MGD School
JaipurSkills
Organization and Time Management
undefinedTimeline
Manager, Technical Support
CareerBuilder.com India Pvt. Ltd
04.2019 - Current
EPG Scheduler | Red Bee Media Content Discovery
Ericsson Global India Pvt. Ltd
11.2017 - 03.2019
Social Media Specialist / Product, Evangelist
Knowlarity Communications Pvt. Ltd
07.2015 - 12.2016
Team Leader
InterGlobe Technologies Pvt. Ltd
04.2012 - 07.2013
Senior Product Manager
Rated Apartments Pvt. Ltd
06.2010 - 03.2012
Master of Arts -
Sunrise University
Bachelor of Arts -
University of Delhi
German Language Expert -
Goethe Institute
Associate of Science -
MGD School
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