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Network Power500+ people
Startup Founder
Business Owner
Investor & VC
United States
Work Background
Community Lead
CoffeeMugCommunity Lead
Nov. 2022 - Mar. 2023New Delhi, Delhi, India
Operations Team Lead
Hirect AppOperations Team Lead
Jul. 2021 - Nov. 2022San Jose, California, United States• Responsible for the management of workflow throughout all departments within a business. • Optimized daily activities and performance of the business across the board. • Recommend new procedures to increase the efficiency of day-today operations • Assisted the Operations Head in developing, planning, and coordinating operational activities • Created SOPs for the different departments. • Handling Trust& safety team and minimizing the reports and complaints to 0.5% per week. • Creating and maintaining weekly and monthly data for the team • Worked with the Product and marketing team on a different project • Provided timely, prioritized, and complete customer-based feedback to Product Management, Sales, Support, and/or Development regarding customer requirements and issues
Senior Subject Matter Expert
Tech MahindraSenior Subject Matter Expert
May. 2019 - Apr. 2021Pune, Maharashtra, India• Worked with Clients and cross-functional teams to drive customer success strategy ongoing • Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch. • Worked with client to develop and improve Knowledge base • Coordinate with the sales team to identify expansion opportunities • Quality Management: Doing the RCA’s improving the team quality and ensuring the team is meeting the targets promised to the client. • Floor walking as and when free. Being a support to managers and floor. Supervising chats and calls. • Handled a team of 24 people with their day-to-day activities. • Documented client progress through case notes and documentation. • Tracked and analysed reports to determine needed improvements. • Provided training to the staff members for all the new launches and made sure they are up to date with all the new & updated processes. • Write and maintain custom scripts to increase system efficiency and lower the human intervention time on any tasks. • Participate in the operational support systems. • Provide 2nd and 3rd level support. • Liaise with vendors and other IT personnel for problem resolution.
Team Lead
SRR Technovision LtdTeam Lead
Sep. 2017 - May. 2019Baner• Ensured all team members understand their and companies’ expectations and deliverables of their role. Responsible for process and company policies adherence of all team members • Developed and coached team members to improve performance and delivery of service • Identify and managed training and development needs in line with company procedures • Managed organizational change within team and department, including changes to procedures with regular comms in a timely manner • Organized/maintained agents' scheduling and monitoring of real-time performance of inbound queue/s • Administrate accounts of team members for all relevant work systems • Managed the day to day performance of agents with regards to productivity and utilization, service levels, customer satisfaction and efficiency • Developed and implemented initiatives that positively impacted operational efficiency • Interview potential new team members • Conducted regular Team Meetings • Participated in regular assessment of individual team member's performance and act to address conduct/capability issues in line with disciplinary procedures.


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