Ananya singh Chauhan

• Managed day-to-day operations for a high-growth mobility-tech and hyperlocal commerce platform, leading a multi-layer
team of Team Leaders and front-line executives across service verticals.
• Owned daily, weekly, and monthly KPIs — SLA adherence, quality scores, productivity, and resolution rates — ensuring
consistent target achievement.
• Set up structured performance-management routines: goal-setting, 1:1 coaching, weekly reviews, and Performance
Improvement Plans (PIPs).
• Standardised SOPs and onboarding guides for new joiners, reducing ramp-up time and improving process consistency.
• Led root-cause analysis on operational gaps and escalations, driving process changes that improved efficiency and client
satisfaction.
• Built MIS dashboards and performance trackers, presenting data-driven insights to senior management.

Progressed through three client engagements with increasing scope and leadership responsibility

• Managed a team of collection agents end-to-end — daily briefings, target tracking, coaching, and performance reviews — to
consistently meet recovery targets.
• Oversaw collections operations while maintaining full compliance with regulatory and client guidelines.
• Tracked performance through daily and weekly MIS reports, implementing corrective action plans to close productivity gaps.

community outreach and social impact for BBA/MBA students

• Supervised a team of 15+ customer care executives, improving overall resolution rate by 35% through real-time coaching
and process changes.
• Maintained 97% SLA compliance and 95%+ CSAT as primary point of contact for product, payment, and escalation queries.
• Designed onboarding and training for new hires on CRM systems and communication standards; prepared KPI reports for
management.

• Handled 80+ daily B2C calls, sustaining a 96% CSAT score and cutting complaint turnaround time by 30%.
• Coordinated with sales and backend teams to close high-value enrolments and mentored junior associates on CRM usage.

• Managed daily operational activities and reporting, coordinating with internal teams for smooth, timely workflow.
• Maintained accurate process records and supported training documentation and standardisation efforts.