Vice President CSD / Supply Acquisition / User Experience & Quality
Rapido
Total years of experience :4 years, 7 Months
Key Result Areas:
• Head the backend and care function operations in Rapido which includes, Customer Support and ORM, Captain Support, Supply Onboarding, Redeem and Risk Analysis Operations.
• Planned and Ramped up capacity in 45 days’ time to enhance the answering levels to 95% in November from 40% in October.
• Created SOP’s for all operational process and all calling scenarios, got all agents trained on new SOP. SOP adherence improved to 85% in Jan’20Monitoring the formulation & implementation of strategy & initiatives to cut down on timings of key deliverables, order processing time and enhancing customer & rider experience- CSAT enhancement from 56% to 85% plus in 90 days.
• Developing key performance metrics for Operations; responsible for introducing SOP’s to assist associates to process manual requests faster and resolve rider queries.
• Planning human resource requirements in consultation with Business Heads basis volume trends, historical inputs and Marketing initiatives.
• Rolled out Performance tracking, started by defining KPI and KRA for agents, Schedule Adherence, Login Hours, Occupancy, CPA, daily activation and One Ride conversion on Hourly, daily and monthly basis became a norm.
• Developing and tracking measurable facets of operations so that the processes are transparent and measurable. Set continuous improvement goals
• Conducting regular follow-up with managers to determine the effectiveness of projects and their implementation.
• Overseeing the annual performance review process, target setting, annual promotion job rotations & cross functional transfers; managing the profiling, assessing the current position holders & development scoping.
• Launched Agent Support and Consequence Management Program, for continuous improvement of outliers through coaching, training and Grooming.
• Launched the Training and Quality team, within a month of joining looking after transactional quality, and hit the targets of 85% plus within 60 days of launching the quality team.
Significant Highlights:
• Reduced Contact Ratio from 20% to 3% using BOT’s and Automation- Saving 20 million INR plus per month on customer experience costs.
• Played a vital role in restructuring support and backend functions @ Rapido- Building SOP’s, structures and streamlined processes.
• Merged CS, Captain Support and Supply Acquisition support teams- Enhancing productivity by 50% plus.
• User Acquisition numbers increased from 40K to 2 lac a month.
• Ride Fulfillment Increased by 10% - G2N moving from 65% to 75%.
• SLA’s have been continuously met for the last two years- 95% plus answering, 80% plus CSAT scores & 65% NPS scores.
Holds the distinction of introducing:
• Automation Bot’s reducing contact ratios from 20% to 3%
• Automation of lead management process- onboarding of new captains without human intervention- saving 2.5 mil INR every month.
• Work closely in introducing safety features like vehicle mismatch updates- stalled vehicle updates- Night Safety Calling- Face Auth for safety of customers.
• ASCMP- for continuous improvement in outliers’ buckets in the contact centers
• Defining OKR’s for all functions- mapping individual deliverables to Organization goals
• Creation of Performance Improvement Plans
• Real Time Tracking of Agents through live dashboards.
• Training programs for up skilling existing manpower in leadership roles.
• Segregation of ques, to prioritize critical ques.
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