Roles & Responsibilities : * Managed South and East Zones PAN India with 525+ client base and 36000+ employees * Effective TAT management resulting in key client retention and a minimum of 2% add-on to the business growth every quarter * Was part of the Business planning team and one of the major contributor towards execution of improvisation and reengineering of operational and support functions resulting in revenue spike of 12% in the financial year 2018-19 * Dashboard for Daily, weekly and monthly reports published on quality and productivity to create visibility of the team and individual performances * Leading the Monthly and Quarterly review meets with the management team for process improvements * Regular training and feedback sessions held in collaboration with Training and Quality teams alongside the interlinked stakeholders * Monthly employee review session conducted to understand individual strength and weakness

Seller Support Problem Solving/Seller Relationship Management, Max Team Size 45+ * Problem Management - Responsible for managing the life-cycle of all problems. Primary objective being prevention of Incidents from happening and to minimize the impact of Incidents that cannot be prevented and also develop final solutions for known errors * Upto 95% of the incidents were closed within 4 hrs and CSAT maintained @90% and NPS @95% * Secure quality and constant improvement of seller service centre through stakeholder management * Dashboard for Daily, weekly and monthly reports published on quality and productivity to create visibility of the team and individual performances * Leading the Monthly and Quarterly review meets with the management team for process improvements * Regular training and feedback sessions held in collaboration with Training and Quality teams alongside the rest of the stakeholders * Monthly employee review session conducted to understand individual strength and weakness and formulate, implement, track career path and developmental plans

Roles & Responsibilities : Seller On-Boarding/KYC, Team Size 15-20 * Entire Onboarding assistance of sellers on Flipkart platform * Managing partner business at Aegis Noida, Flatworld Bangalore, Serco Bangalore, Minacs Bangalore and Vendor partner Delhi, Kolkata, Mumbai & Bangalore * Ensured upto 99% transition in day to day operations * Develop, implement and maintain SOP for the central team and the partner setups * Serve as an enterprise-wide advisor of KYC & On-boarding compliance risks to the organization, educating the business and helping them design and remediate gaps if any * Leading the Monthly and Quarterly review meets with the management team for process improvements * Regular training and feedback sessions held in collaboration with Training and Quality teams alongside the rest of the stakeholders * Monthly employee review session conducted to understand individual strength and weakness and formulate, implement, track career path and developmental plans Seller Relationship Management - Client Management, Team Size 40 - 50 * Develop a self-service analytics strategy to drive decentralized decision making on a variety of what-if scenarios like Order cancellations, Returns, Visibility issues etc. * Interpret product sales and other reports to identify errors and provide insight into performance and ideas for resolutions/improvements. * Seller cancellations were reduced upto 85% through FBF implementation * Developing strategies to make recommendations for best investment tactics for each seller * Regular advertising campaigns created for sellers for better visibility and sale spike * Weekly market intelligence and research report generation at seller and category level to improve sales performance resulting in revenue growth * Handled high-profile accounts worth upto Rs. 1500 Crs

* Improved office operations by automating client correspondence, record tracking and data communications * Originated, reviewed, processed, closed and administered customer loan proposals * KYC verification through the client solicitors prior to Loan settlements

* Maintained organized and clean customer areas by completing monthly recovery checklists * Online payment receipts and processing through Citrix * Persistently reached out to customers with extremely past due accounts to recover lost revenue