Kiran U

Experience

• 

  Flipkart.com

  Sept 2011 - Sept 2015

  Continuously improve by capturing and analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information.Collaborate with other departments (customer relations, sales etc) to manage reputation, identify key players and coordinate actions. Handling customer's Grievances.Was handling a team to ensure management requirements are met.Reports generation on a daily basis.Distribution of reports to relevant stakeholders. Streamlining of the process.Maintaining of the reports.Collaborate with other departments to get the customer's issue resolved.Supporting on resolving issues related to e-books. Maintains customer records by updating account information.Helping out customers in product/ service based information's.

  • Social Media Specialist

    Jan 2015 - Sept 2015

  • Grievance representative

    Nov 2013 - Dec 2014

  • Digital team (E-books) Tech support

    Jan 2013 - Nov 2013

  • Customer Service Representative

    Sept 2011 - Jan 2013
• 

  Sendmygift

  Sept 2015 - Jan 2016

  Social media ATL (CS operations)

  Built the entire process of Social media (Customer operations) Developed a strategy the team will use to reach its goal Provide any training that team members need Manage the flow of day-to-day operations Create reports to update the company on the team's progress Distribute reports to the appropriate personnel

• 

  RedBus

  Apr 2016 - Apr 2022

  • Managing teams Capacity planning and shrinkage.• Monitoring of the queues (real-time) to ensure business goals are achieved. This includes AHT, abandoned, aux codes and executive behavior• Sharing daily, weekly and monthly reports with executives to make the team aware of their performance• Coaching the team regularly and sharing feedback to motivate team members and increase productivity. • Auditing of calls/cases to identify the opportunity to work, improve executive attributes and enhance the customer experience.• Regular Skill set mapping/SWOT analysis/RAG analysis of the team was being done.• Managing the flow of day to day operations.• Daily/ Weekly briefing is being conducted with the team on topics related to product, process, and performance• Ensuring to do regular RNR’s( Rewards and recognition's) to keep the team motivated. • Process fixations, implementations has been done based on the data analysis and requirements of the company.• Worked on a Project to enhance the CSAT – response rate Show less • My job role included coaching and mentoring individuals to improve their performance in enhancing customer experience.• Have conducted numerous best practice sessions across the floor to impart knowledge on products and methods of customer first effectively. • Analyzed underperformance amongst teams and have worked with them to show improvement in their performance.• Managing the flow of day to day operations.• Worked on project for the Launch of an entity called “Events” between October 2019 to January 2020. Show less • Sharing resolutions to customer queries/ concerns by liaising up with relevant stakeholders.• Managed work allocation for the team and coached juniors.• Analyzed customer feedback data and grouped them in clusters to provide actionable inputs to the management on improving sales and support.• Worked on multiple customer engagement & complaint portals such as Twitter, Facebook, NCH, Instagram, Helpshift, Google reviews etc.• Creation and distribution of reports to appropriate personnel based on process requirements. Show less

  • Customer Support Team Lead

    Apr 2020 - Apr 2022

  • Subject Matter Expert

    Apr 2019 - Apr 2020

  • Social Media Specialist

    Apr 2016 - Apr 2019
• 

  Ninjacart

  May 2022 - Nov 2023

  Associate Manager
• 

  Tyremarket.com

  Jan 2024 - May 2024

  Customer Experience Manager