Yojana Kumari

• Set and manage team performance and strategic direction, while ensuring smooth delivery of day-to-day operations of Customer support, Merchant support and Logistic teams.
• Design interdepartmental SLA matrix and coordinate with other departments to run operations smoothly. Led projects and analyzed data to identify opportunities for improvement.
• Handled partnership with 3PL- Xpressbees, Delhivery, Shadowfax, Shiprocket and Borzo (Wefast)
• Maintained SLA and KRA to drive efficiency and satisfy customers and merchants expectations.
• Create/maintain/improve website FAQs, self-service content, scripts, canned responses, escalation matrix and SOPs.

• Been a part of startup team. Hire, train, retain and manage a high quality assisted calling team to ensure superior results.
• Applied customer feedback to develop process improvements and support long-term business needs.
• Cross-trained existing employees to maximize team agility and performance. Generating sales revenue through outbound calls.
• Experience in setting up and managing complete customer service setups to cater to mediums like Inbound and Outbound calls, Chat, Email, FCR, and Social Media.
• Improvement and development of CRM and Freshdesk panels.
• Cross-functional collaboration with Marketing, Sales, Logistics, Tech, and Finance teams for process development.
• Handle Social Media complaint, Escalations, Return, Refund and Replacement. Resolve legal complaints online and offline.
• Root cause analysis for problems and solution presentation and implementation.
• Conduct daily/weekly/monthly/quarterly one-on-one and team meetings to control attrition and develop team for quality productivity.
• Minutes of Meeting Presentation to subordinates related to the improvement of quality of services and furtherance better customer issues resolution.

• Part of the initial/Startup team at Jabong.com, took care of multiple processes like Jabong.com, Foodpanda.in, Jockeyindia.com and Printvenue.com
• Maintain the quality of the process as per decided parameters and ensuring compliance with documentation.
• Improve customer and client experience, increase productivity and maintain service levels
• Drive new process implementations, organize regular training, handle critical issue resolution, suggest necessary technology automation
• Conduct Process Knowledge Test, pre-shifts and refresher sessions to reduce errors. Determined root cause of data quality errors and recommended long-term solutions.
• Work on C-SAT data and shared outcome with the client.
• Ensure appropriate & effective resolution has been made to the issues raised.
• Conduct quality sessions for new agents, participating in internal and external call calibrations.

Responded to customer needs through competent customer service and prompt problem-solving. Attending inbound queries, e-mails and making outbound calls for COD order confirmation and NDR. Providing first level support and resolution to the customers (Negative Feedback and HOD escalations)

Responded to queries related to CAT 2011 entrance exam through call and email. Booked exam venue for candidates and informed them about exam date and required documents.