Vice President Customer Services & Merchant Care Operations
Foodpanda India Ola Cabs
Total years of experience :24 years, 1 Months
Responsible for developing a strong Operations team of 1500 members to manage the scale of foodpanda growth recently with Ola Cabs / foodpanda
• Created Foodpanda’s CS Ops Outsourceable Model by creating CRM, SOPs, Processes and transitions, Complete setup of BPO contracting, transition & Go-lives and performance management across 7 sites, Have Set up of entire customer operations with performance benchmarks, cost optimization & efficiency
• Complete Setup and start of Rider care helpline across India for foodpanda within 30 days of scale..
• Chat-Online customer services model introduction to reduce 45% cost, ease of service (Industry first initiative)
• Translating customer services data to develop a customer intuitive process and operations e.g- app changes
• NPS / CSAT improvement by 40% ( current CSAT over 95% )
• IVR set up & USSD, self-serve setup for foodpanda
• SOP, Training, Transactional Quality & implementation across all touch points
• Inbound / Order processing operations set up
• Net-Nodal, National Escalation Team creation
• Live Support on delivery, orders and tracking / Corporate support desk
• Reduction of 42% contact ratio by automation, process correction, using proactive process rather than reactive approach
• Migration and go live of SEA volumes at India centers for cost optimization.
• Lowest Attritions from team ( under 5% that too voluntary), Top Gallop scores across all functions
• Responsible for entire DTH customer services, contact operations across India
• Account management of customer services partners/delivery centers across many cities ( 5 Partners, 7 centers )
• Achieved Lowest CPC of 0.27 FY’2014, Self-care penetration enhanced 300% in last 2Qs
• Cost reduction of 6 mn via toll free conversation to tolled & serve to sell upsell revenues
• Best Repeat performance across the nation, benchmarked under 19% repeat consistently lowest than other operators across India, DTH NPS Growth FY’2014 at +4 from -13
• Ranked No-1 HPO for upsell ( +3% conversion ) with less than 5% churn YOY 2013/14
• Best instance customer engagement scores across nation ( +85%)
• Repeat & Complaint reduction 7.75% and 9% reduction for FY12’13
• National Project Leader for 4 GB Projects ( Vow to WOW : Customer Delight, SR Error Reduction, LTR & Airtel Envoy ) proven track record of target and objective accomplishment.
• Top Gallop Score for last 2 years with zero attrition in the team for 3 years
Aug 05 - Jul 08 Business Manager
* Operationalised the new stream of wireless inbound for UK though a team of 2 Assistant Managers, 10 Team Leaders and 250 CROs
* Increased revenue from telecom sales on UK shift by 21% in 2007 over 2005
* Achieved break-even of quarterly team cost within the second month of operations
* Accelerated initial service levels from 81% to 88% with stability and consistency for UK Wireless Streams
* Ensured least attrition of 3.5% against the company average of 8 to 10%
* Enhanced profitability by 3% through Incentive Management after investing 1% back into the team
* Acquired 3 centres in NCR which reached break-even in less than a quarter
* Built up profitability by 10% every year through upsell of services
* Awarded 'Business Manager of the Year 2007'
Operationalised the new stream of wireless inbound for UK though a team of 2 Assistant Managers, 10 Team Leaders and 250 CROs
Increased revenue from telecom sales on UK shift by 21% in 2007 over 2005
Achieved break-even of quarterly team cost within the second month of operations
Accelerated initial service levels from 81% to 88% with stability and consistency for UK Wireless Streams
Ensured least attrition of 3.5% against the company average of 8 to 10%
Enhanced profitability by 3% through Incentive Management after investing 1% back into the team
Acquired 3 centres in NCR which reached break-even in less than a quarter
Built up profitability by 10% every year through upsell of services
Awarded ‘Business Manager of the Year 2007’
Nov 03 - Aug 05 Team Leader
* Had Team of 21 People and groomed them to be No-1 Team for the 7 consecutive months
* Awarded 'Team Leader of the Year 2004'
May 01 - Oct 03 Senior Customer Service Representative
* Closed more than 500 quality sales for Saffron Global Limited in less than eight months in 2002
* Managed Marketing Projects for companies in USA, UK and Canada - among others, increased sales of Washington Post by 16% through a campaign lasting 8 days
* Awarded 'Best CRE of the Year' and 'Caller of the Month' consistently over seven months in 2002
May 00 - Apr 01 MAGUS CUSTOMER DIALOG PRIVATE LIMITED, Delhi
Senior Customer Dialog Executive
* Handling over 150 customers daily, for solving online queries, News Reports, Advertisements etc for The Times of India
* Achieved hundred percent accuracy in receiving and forwarding messages in the Inbound Call Center
2010- NATIONAL INSTITUTE OF BUSINESS MANAGEMENT ( NIBM) Master of Business Administration - Customer Relationship Management
2007-SYMBIOSIS SCHOOL OF MANAGEMENT, Pune Post Graduate Business Administration
2003- APTECH COMPUTER EDUCATION, New Delhi Advanced Degree in Software Engineering
2003 INDIRA GANDHI NATIONAL UNIVERSITY, New Delhi Certificate in Computing