WFH Group Manager Service Delivery

AKANKSHA JETLY

Group Manager

Service Delivery & Operations Professional

+91-971*******/ +91-954*******

Bengaluru, India

********.**@*****.*** /

*******************@*****.***

Result-oriented professional offering

13 years of experience in Customer

Satisfaction, Client Engagement,

Operations and Team

Management

AREAS OF EXPERTISE

Operations Management

Team Building & Leadership

Training & Knowledge Sharing

Performance Monitoring & Evaluation

Client Engagement

Customer Satisfaction

Senior Stakeholder Management

Escalation Management

Complaint Management

Turnaround Management

After-sales Service Operations

TAT/ SLA Adherence

EDUCATION

2011: BA (Honours) Mathematics

from Indraprastha College for Women,

Delhi, Delhi University

2008: 12th from Sophia Girls’ School,

Meerut, ISC Board

2006: 10th from Sophia Girls’ School,

Meerut, ICSE Board

SOFT SKILLS

Problem Solver

Communicator

Collaborator

Innovator

Planner

PROFILE SUMMARY

Presently associated with Naukri.com, Bengaluru as Group Manager (Handling 2 Team Leaders).

Attained Star Award several times in 2012, 2014, 2015, Best Team Manager in 2020 and 2023 as well, “Group Manager with least attrition” and for securing highest customer satisfaction scores across team in 2023

Achieved “We Value You” Award in 2021 for exemplary performance.

Skilled in analysing requirements of client and directly coordinating with premium clients of naukri.com.

Experienced in coordinating with senior professionals; industry leaders (Directors, VPs, Business Heads, CEOs, CFOs, COOs & Sr. Managers to develop their Resumes and guide them about the standards required for shortlisting by adding profile specific keywords in their Resumes.

Adept in using data from customer interactions, feedback, and operational performance to inform strategic decisions and improvements.

Mentoring productive cross-functional teams using interactive and motivational leadership that spurs people to willingly give excellent results.

Collaborating with stakeholders while keeping them informed of progress and issues in order to manage expectations on all requirements and deliverables. WORK EXPERIENCE

Since Jul’11 with Naukri.com, NOIDA (HQ) & Bengaluru Presently designated as Group Manager

Growth Path:

Jul’11 to Jul’12 - Executive

Jul’12 to Oct’13 - Senior Associate

Oct’13 to Mar’15 - Senior Executive (Acting Team Leader) Apr’15 to Mar’16 - Associate Assistant Manager (Team Leader) Apr’16 to Mar’18 - Assistant Manager

Apr’18 to Mar’22 – Manager

Apr’23 to till date – Group Manager

Role:

Client Communication: Serve as a liaison between customers and the company, ensuring that customer expectations are aligned with operational capabilities.

Escalation Handling: Address and resolve escalated customer concerns promptly, ensuring satisfaction and preventing potential loss of business.

Team Management: Lead and motivate teams within both operations and customer relations, setting clear performance targets and encouraging team collaboration.

Staff Training: Provide ongoing training and development to ensure that team members are equipped to deliver excellent customer service and perform their operational duties effectively.

Performance Monitoring: Conduct regular performance reviews for team members, providing constructive feedback and identifying opportunities for growth.

Conflict Resolution: Address conflicts or challenges within the team and between customers, ensuring a positive work environment and seamless customer experiences.

Process Improvement: Oversee day-to-day operations across multiple departments or teams to ensure efficiency, consistency, and quality in service delivery.

Quality Assurance: Implement and maintain quality control standards across operations to ensure that services or products meet organizational and customer expectations.

Customer Satisfaction: Oversee the team responsible for managing customer inquiries, complaints, and feedback, ensuring timely and effective resolution of issues. NOTABLE

ACCOMPLISHMENTS

Star Award for “Group

Manager with Least Attrition”

and for “Securing Highest

Customer Satisfaction Scores

Across Team” in 2023

“We Value You” Award in

2021 for exemplary performance

in year

Operational Excellence

Award in Apr’19 for year 2018-

2019

Certificate of Excellence

in Apr’17 for exceeding and over

achieving all parameters

Quarterly Award in

Jun’17 for Nil Complaints &

Customer Delight

“We Value You” Award in

2016 for exemplary performance

in 5 years

Highest CSAT Score Award

for 2016-2017 H2

Star Award twice (2014-

2015 & 2015-2016 H2) for

securing highest customer

satisfaction

100% CSAT (RW & VR) &

NIL Complaints – Star of the

Month Award in Apr’14

100% CSAT RW & NIL

Complaints Award in Mar’14

100% CSAT (RW)

Certification in Feb’14

Nil CCRP Award in Jan’14

100% CSAT & Production

Target Certification in Dec’13

Best CSAT score (VR)

Award in Oct’13

NIL CCRP Certification in

Sep’13

VOLUNTEERING

ASSIGNMENTS

Delhi 2010 Commonwealth

Games as Protocol Liaison

Officer (Directly Reported to

Team Subrata Roy)

Yamuna Bank Cleaning

Drive'09 organized by Jamghat –

NGO in 2009

Adopt a Heritage (350.org)-

NGO in 2010

World Lung Foundation in 2010

iVOLUNTEER – NGO in 2011

Feedback Collection: Monitor customer feedback through surveys, reviews, and direct interactions to identify opportunities for service improvement.

Aligning Operations with Customer Needs: Collaborate with senior leadership to ensure operational strategies are aligned with customer expectations and market trends.

Market Analysis: Stay informed about market trends, customer preferences, and competitor activities to adapt operational strategies and service offerings accordingly. SUMMER INTERNSHIP

Organisation: TIMES Group, NOIDA

Duration: 2 Months in 2009

Role: Intern Description: Monitored Product Research & Development of their business networking portal peerpower.com

Organisation: VIRGIN Brand, Delhi

Duration: 2 Months in 2010

Role: Intern Description: Worked in finding out ways to promote the brand in the campus and watch our bright ideas hit the big time. PAPERS PRESENTED

EXTRACURRICULAR

ACHIEVEMENTS

Achieved highest percentage of marks in Mathematics in School in 2007

Successfully secured 1st Position in Throw Ball in School in 2007

Secured 2nd Position in Inter House Poem Recitation Competition in school in 2004

Runners-Up in Inter House Song Competition in School in 2003 PERSONAL DETAILS

Date of Birth: 13th December, 1990

Contact Address: Bengaluru, India (Can work from Office/ Remote – Open to both options) Linguistic Abilities: English and Hindi

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