Headline

Work Flow Management || Customer Care|| HR Operations || Ex-Startek, || Ex-Sarda Group, || Ex-Teleperformance,|| Ex-Trent Ltd ||

About

Workflow & Operations Leader | Customer Care | HR Operations With 8+ years of experience across global teams, I drive operational excellence by streamlining workflows, optimizing resources, and elevating customer and employee experiences. I partner with cross-functional teams to solve complex challenges, implement scalable improvements, and deliver measurable results — always with a focus on efficiency, service quality, and continuous growth Passionate about building strong relationships, leading with adaptability, and contributing strategically to business success — wherever the work takes me.

Location

Nashik

Work experience

Associate Process Manager at Cactus Communications, Aug 2023 - Present · 2 yrs 11 mos, Mumbai, Maharashtra, India, Managed day-to-day operational workflows, including workload distribution, tracking, and coordination with delivery teams to ensure smooth and timely execution. Collaborated with editing, customer service, and customer care teams to understand customer requirements and ensure accurate service delivery. Coordinated with in-house and freelance editors across global locations, resolving queries and ensuring strict adherence to SLAs. Partnered with freelancers and vendors to maintain delivery timelines, service quality, and operational standards. Identified customer-impacting issues and implemented effective solutions to improve customer satisfaction and overall service experience. Led departmental projects aligned with organizational objectives, ensuring timely and high-quality outcomes. Drove continuous process improvement initiatives focused on enhancing efficiency, reducing bottlenecks, and encouraging innovation. Worked closely with internal stakeholders to streamline workflows and improve cross-team collaboration. Utilized data analytics to optimize resource allocation, improve operational efficiency, and strengthen SLA adherence. Developed strategic initiatives to support business growth and operational scalability. Established best practices and enhanced procurement, vendor coordination, and supply chain processes to enable continuous improvement. Identified and mitigated operational risks, ensuring seamless execution and strong business continuity.

Operation Executive at Flipkart, Jul 2022 - Jan 2023 · 7 mos, Nashik, Maharashtra, India, •Manage large amounts of incoming phone calls •Identify and assess customers’ needs to achieve satisfaction •Build sustainable relationships and trust •customer accounts through open and interactive communication •Provide accurate, valid and complete information by using the right methods/tools •Meet personal/customer service team sales targets and call handling quotas •Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution •Keep records of customer interactions, process customer accounts and file documents •Follow communication procedures, guidelines and policies •Take the extra mile to engage customers

Customer Service Associate at Sarda Farms, Nov 2020 - Apr 2022 · 1 yr 6 mos, Nashik, Maharashtra, India, •Assisted customers with their requests and provided accurate information over the telephone •Resolved customer complaints and implemented policies and procedures to enhance customer satisfaction •Trained employees on job duties and company policies, ensuring a knowledgeable and efficient workforce •Coordinated shipping, receiving, distribution, and transportation activities •Contributed to establishing standards for personnel performance and customer service excellence. •Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies. •Followed company regulations, policies and processes. •Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service. •Kept client and company files safely stored on CRM system to comply with confidentiality laws and regulations. •Added value to customer purchases by up selling additional products and services.

Customer Service Representative at Teleperformance, Sep 2019 - Mar 2020 · 7 mos, Mumbai, Maharashtra, India, •Responded to telephone inquiries and complaints using standardized scripts and procedures •Utilized decision-support computer software programs to handle common customer work and service order inquiries •Transferred misdirected customer requests to the appropriate party for effective resolution •Provided suggestions and ideas to improve problem resolution and enhance productivity •Leveraged customer service skills and technical abilities to meet customers' equipment needs effectively. •Maintained outstanding customer relationships by going the extra mile to assist with needs and revolve queries. •Resolved customer queries over phone and by email and chats •Addressed technical difficulties by quickly identifying and troubleshooting customer issues to achieve timely first-time resolution. •Trained and mentored customer service team in service standards, loyalty programs •Monitored customer surveys and feedback to develop corrective actions for service-related issues.

HR & Admin cum Sales Officer at Trent Ltd, Sep 2017 - Jul 2019 · 1 yr 11 mos, Nashik, Maharashtra, India, •Managed the end-to-end recruitment process, including arranging final interviews with the store manager •Maintained and updated leave and attendance records for internal employees and vendors, preparing reports for payroll and accounts departments •Provided monthly attendance, incentives, and compensatory off reports to the store manager and regional HR manager •Conducted monthly audits to ensure compliance with HR department norms •Facilitated the exit formalities process and submitted necessary documents for the full and final settlement •Handled employee ID cards, uniforms, lockers, and salary account opening for new hires •Updated documents for the KYC process on the PF Portal and assisted with PF claim settlements. •Handled employee conflicts while following company procedures. •Managed all human resource documentation, including new hire letters, employee contracts and corporate policies and procedures. •Supervised exit interviews and off-boarding process for resigned and terminated employees.. Sales Officer •Greeted and directed customers, providing accurate information on product features, pricing, and after-sales services •Answered customer questions, conducted price and feature comparisons to facilitate purchasing decisions •Cross-sold products and ensured racks were fully stocked •Managed merchandise returns and collaborated with the Retail Sales Representatives team to deliver excellent customer service •Informed customers about discounts, special offers, and upcoming events •Consistently exceeded monthly sales goals and maintained quality control, cashier

Education

Bachelor of Commerce - BCom, bcom, Savitribai Phule Pune University