Team Leader operation

SAUMYA PRASAD

Phone: ******** Mobile: 987******* E-Mail: ******.*******@*****.***

Brief Overview

A keen learner with sound academic credentials; inclusive of a PG Diploma in Public Relations & Marketing and B.Com.

Possess knowledge and understanding of subjects like Public Relations, Promotional strategies, Marketing Management, Business Communication, Graphic Design.

Gained edifying professional exposure during the internship in the CRM Department at Hindustan Times, New Delhi.

Detail oriented, result focused with sound communication, interpersonal & analytical skills.

A team player with flexibility in working in diverse conditions.

Core Competencies:-

Experience of Escalation Management

People Management skills

MIS reporting

Vendor Management

Team Handling

Real time situation handling

Working Experience

HOMESHOP18 (Network 18 venture) Mar 07 - Feb 17

Team Leader-Operations

Joined as Jr. Executive-Operations in March 07 promoted to Team Leader-Operations in July 15

Key Result Areas:

Led a team of 12 Customer Care Executives for the resolution of complaints received through:

oThe Contact Centre

oSocial Media

oMails

oFeedback on the website

Ensured timely shipment and delivery of orders in close coordination with the warehouse, vendor and courier logistic partners

Highlighted problems with vendors and logistic partners to improve the shipment and delivery experience

Analysed post-sale complaints through root cause analysis (confirm) and devised solutions to improve overall customer satisfaction

Co-ordinated with the Marketing Team to ensure the smooth implementation of different promotions

Managed the resolution of complaints in coordination with different departments, within defined SLAs

Highlights:

Involved in Improvement of overall handling time through

A)Regular Performance Monitoring

B)Weekly Feedback regarding performance

C)Regular Auditing and Feedback to improve performance

D)Regular Briefing to keep team updated regarding new updated and process changes

E)Organizing Training and briefing from related team to improve performance

To improve On-call resolution and reduction in case escalation

A)Regular process update were share with Front-End Team

B)Information regarding information Like Service Centre Numbers, Courier Site Link, Courier Service Number were updated for Front-End Team

C) Briefing and Training were conducted in case of any new update

Front-led the development of a process for taking customer feedback on Non Delivery Reasons received from the courier

oCoached a team of 15-20 personnel for the above project

Formation of this team led to

A.Better flow of information to the courier

B. Reduces unnecessary attempts from courier where in customer was not interested

C. Improvement of services through customer feedback

Played a key role in setting-up teams and process flows for:

oVarious promotions run by the Marketing Team; ensured proper flow of information to different teams regarding current promotions and winner information

oResolution of complaints pertaining to Gift Cards

Formation of above team helped in

A.On-call resolution of quires regarding current promotions

B. On-Call availability of information regarding winners of previous promotion

C. Same day update for customer complaints in-case same are resolve at frontend

D.Regular follow-up with different departments and keeping the customer updated in case of any delay in resolution

Involved in Creating of Reports/MIS which included

A.Daily Status of Open Complaints for assign domain to reporting authority and within team

B.Status of Open Delivery Related Complaint with logistic and vendor team

C.Weekly and Monthly Reports Regarding inflow of complaints

D.Performance Report

Involved in Manpower Planning and management which included

A.Roster Planning

B.Leave Management

C.Creating and Sharing Targets and Goals with the team

D.Sending appraisal rating and data

Awards / Appreciation Letters received

A.Was Awarded With Certificate Of Excellence in 08

Commenced career with GETIT Infomedia from Sep 06 Mar 07 as Telesales Executive

Internship

Two week Internship in the CRM Department at Hindustan Times, New Delhi in Dec 05

The scope of training included:

oHandling calls of customers and answering their queries related to new schemes and booking

oResolving client complaints pertaining to non-receipt of gifts, paper not started and vendor issues; coordinating with Centre-In-Charges and Delivery Agencies for smooth resolution of the same

Academic Credentials

Post Graduate Diploma in Public Relations & Marketing from YMCA, New Delhi in 2006

B.Com (Pass) from Lakshmi Bai College, University of Delhi in 2005

Personal Detail

Date of Birth: 9th June 1984

Address: B-118, Oriental Apartments, Sector 9, Rohini, Delhi - 110085

Languages Known: English & Hindi

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