India
• Leading and managing a high-performing team, responsible for end-to-end pricing operations management of retail categories across multiple international marketplaces. • Organized, planned, prioritized, and scheduled work assignments for the team, resulting in 100% SLA compliance. • Owned production and quality KRAs, ensuring alignment with business and operational goals and achieving targeted AHT, quality, CSAT, and productivity metrics. • Managed performance based on SLA metrics, driving continuous improvement initiatives and resolving escalations with 0% overdue cases. • Collaborated with peers and stakeholders across functions to meet operational goals, ensuring cross-departmental alignment. • Conducted in-depth analyses to identify problem statements and created actionable plans for improvement, increasing operational efficiency by 15%.
Effectively managed and developed customer service teams for both inbound and outbound processes, driving operational efficiency and compliance with quality standards. • Delivered process improvement projects, enhancing customer satisfaction and productivity by 10%. • Addressed escalations with a 24-hour resolution window, maintaining floor decorum and meeting operational targets. • Published performance reports, ensuring the alignment of team objectives with business goals. • Ensured production targets (AHT, quality, CSAT, productivity) were achieved within SLA and team quality met compliance standards. • Documented, audited, and regularly improved all service desk processes for 100% process adherence. • Audited customer service procedures and trends, recommending system improvements that increased efficiency. • Managed customer service staff, set job expectations, and performed appraisals and job reviews for 100% team retention.