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
Decision Making
Attention to Detail
Cultural Awareness
Integrated Communication
Project Management
Escalation Management
Strategic Planning and Analysis
Timeline
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