Vaishali Karull

Experience

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  Global Flower Delivery

  Jun 2004 - May 2009

  Senior Executive

  1. Customer Service: • handling customers queries in selecting flowers and arrangements. • Providing information on flower care, availability, and pricing. • Handling customer inquiries and resolving any issues or complaints. 2. Floral Arrangement and Design: • Maintaining up-to-date knowledge of floral design trends and techniques. • Customizing arrangements based on customer preferences and specifications. 3. Inventory Management: • Managing stock levels of flowers, plants, and supplies. • Ordering new stock from suppliers and ensuring timely delivery. • Monitoring the freshness and quality of flowers. 4. Sales and Marketing: • Promoting the shop’s products and services through various marketing channels, including social media and local advertising. • Developing and implementing sales strategies to attract new customers and retain existing ones. • Organizing promotional events, sales, and discounts to boost sales. 5. Shop Maintenance: • Maintaining equipment and tools used for floral arrangements. 6. Financial Management: • Handling cash register operations, processing payments, and maintaining accurate sales records. • Assisting with budgeting and financial planning for the shop. • Managing expenses and ensuring cost-effective operations. 7. Team Coordination: • Supervising and training junior staff or assistants. • Delegating tasks and ensuring smooth workflow within the team. Fostering a positive and collaborative work environment. 8. Event Coordination: Collaborating with clients to plan and execute floral arrangements for events. Coordinating with event planners, venues, and other vendors to ensure seamless service delivery. Managing timelines and logistics for event setups and deliveries. 9. Customer Relationship Management: Building and maintaining strong relationships with regular customers.Creating customer profiles to remember preferences and special dates. • Implementing loyalty programs or special offers to enhance customer. Show less

• 

  Convergys india services pvt ltd

  Jan 2011 - Jan 2016

  Team Lead
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  Vodafone india services pvt ltd

  Dec 2016 - May 2018

  Operations Team Member

  1. Team Leadership and Management: • Leading and managing a team of customer service representatives handling WeChat interactions. • Ensuring team members adhere to company policies and procedures. 2. Performance Monitoring and Reporting: • Monitoring team performance metrics such as response time, customer satisfaction, and issue resolution rates. • Preparing regular performance reports and presenting them to higher management. 3. Training and Development: • Identifying training needs and providing ongoing training and development opportunities for team members. • Coaching and mentoring team members to improve their skills and performance. 4. Quality Assurance: • Conducting regular quality checks on interactions to ensure high standards of customer service. • Implementing corrective actions for any quality issues identified. 5. Process Improvement: • Identifying and implementing process improvements to enhance efficiency and customer satisfaction. • Collaborating with other departments to streamline processes and resolve any cross-functional issues. 6. Customer Issue Resolution: • Handling escalated customer issues and ensuring they are resolved satisfactorily. • Acting as a point of contact for complex or sensitive customer inquiries. 7. Shift and Task Management: • Managing team schedules and ensuring adequate coverage during all shifts. • Assigning tasks and responsibilities to team members based on their skills and availability. 8. Communication and Coordination: • Facilitating effective communication within the team and with other departments. • Organizing team meetings and briefings to keep team members informed and aligned with company goals. 9. Data Analysis and Reporting: • Analyzing customer interaction data to identify trends and areas for improvement. • Using data to drive decision-making and strategic planning. 10. Compliance and Security: • Ensuring the team adheres to data privacy and security protocols. Show less

• 

  Amazon

  Oct 2018 - Jul 2024

  ➢ Overseeing five people managers and a technical support team of 120 associates across Hyderabad, Pune, Kolkatta and Delhi.➢ Spearheaded best-in-class technical support initiatives, demonstrating an exceptional grasp of diverse technical products, including proprietary devices like Echo and Fire TV, alongside digital services such as Prime Video, Music, and Alexa.➢ Collaborated seamlessly with cross-functional content and product teams to develop and refine troubleshooting content and workflows, enhancing support efficiency for both internal stakeholders and external customers.➢ Exhibited a profound understanding of various technical challenges and effectively managed rebuttals to ensure swift issue resolution and customer satisfaction.➢ Responsible for quality management and compliance adherence to support long term business goals.➢ Collaborating directly with internal stakeholders and program teams; actively participates in and prepares Monthly Business Reviews (MBRs) and Quarterly Business Reviews (QBRs).➢ Managing team and facilitating information flow across multiple stakeholders to enhance customer experience and ensure business continuity.➢ Creating structures and mechanisms for new hire management, including identification of workshops and goals, managing operational metrics based on these, and coordinating with the Recruitment team for headcount requirements.➢ Reviewing and enhancing training content, defining on-the-job training frameworks, and contributing to creating Standard Operating Procedures (SOPs) for new hires to understand organizational culture and policies.➢ Working independently with the Learning and Development team to drive completion of internal practical applications courses to upskill managers.➢ Managing team performance through Individual Development Plans, and conducting monthly, quarterly, and yearly performance analyses to develop top talent. Show less

  • Group Manager

    May 2022 - Jul 2024

  • Team Manager

    Oct 2018 - Jul 2024
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  LTIMindtree

  Aug 2024 - now

  Senior Manager