SANGEETHA P

• Currently working in the Control Tower team under cx operation, Outsourced Partner managing Flipkart's Customer support in voice L2. Responsible for the performance of the Partner in the Operational and Quality metrics. Ensure that the Partner team handles the volume within the SL as per the MSA.
• Coordinates with tech/product teams in resolving tech integration issues and remove bottlenecks to reduce process inefficiencies End-to-end management of online campaigns - ideate, design, execute, track and improvise
• Managing team of 190+ customer support representatives, +6leads , 2 AMs and responsible for E2E performance for these Headcounts.
• Responsible for KRA/KPI-CSAT Score, Resolution Rate Score, SLA, MSA Compliance, ability to reduce revenue leakage, successfully completed the project after every 6 months.
• Responsible for delivery of new projects within time, scope, and budget constraints. Maintains a strong connection with cross functional platform teams to ensure seamless operations.
• Run periodic reviews with Partners to ensure quality of delivery is at optimum and SLAs are being met

⮚ Led a team of 50 members and collaborated with 2 Subject Matter Experts (SMEs) to optimize the refund, payment, and return management processes.

• Implemented strategies that enhanced operational efficiency, reduced processing time, and improved customer satisfaction.
• Provided training and support to team members, ensuring adherence to policies and best practices.

⮚ Conducted training sessions for new joiners, including specialists and supervisors, at partner locations in Noida on Flipkart processes.

• Developed training materials and facilitated workshops to ensure a thorough understanding of operational standards and best practices.
• Maintained database systems to track and analyze operational data.
• Evaluated customer needs and feedback to drive product and service improvements.
• Conducted regular reviews of operations and identified areas for improvement.

Dropship End to End

• Streamlined the entire dropship process by enhancing core team metrics, including Resolution Rate (RR) and Customer Satisfaction (CSAT).
• Collaborated with the training and design teams to create packaging materials and brief L1 partners, successfully implementing a comprehensive On Call Resolution (OCR).
• Led projects focused on increasing CSAT and RR scores through a proactive calling module, resulting in improved customer engagement and satisfaction.

• Managed presales and post-sales queries for camera and home appliance devices across all brands, ensuring customer satisfaction and prompt resolution.
• Conducted training sessions for the customer support team and damage/defect team, enhancing product knowledge and service delivery.
• Coordinated with manufacturers to address service-related issues and ensure optimal product performance.
• Adhered to company-defined rules and regulations, maintaining compliance and operational excellence.

Personal Projects :-Worked on Right now /Yoda projects.

• Contributed to Right Now/Yoda projects, enhancing customer support processes and knowledge management.
• Developed troubleshooting expertise for entertainment and home appliance devices across all brands, facilitating effective issue resolution.
• Gathered product information from vendors and online resources to ensure accuracy and comprehensiveness.
• Created and prepared FAQs related to products, successfully uploading them to the Knowledge management tool to improve Advisors access to information for better solutions to customers.