Akash Gupta

Experience

• 

  ITC Fortune Select Regina

  Nov 2014 - May 2015

  Internship
• 

  Foodpanda India

  May 2016 - Aug 2019

  - Ensured high-quality standards through thorough reviews and collaboration with the Quality Control Department.- Led new projects and sub-processes, driving SLA improvement and AHT reduction.- Conducted regular training, performance reviews, and implemented scorecards for skill development.- Efficiently managed roster, shrinkage, ad hoc tasks, and BAU strategies.- Reported RCA for unsatisfactory feedback.Achievements:- Reduced fail rates by 25% through strategic initiatives targeting order issues.- Exceeded sales targets by achieving 50% in Tier 2 cities, opening 124 new outlets, and boosting sales.- Achieved 91% target in vendor retention, managing 869 active outlets and deactivating 505 partners.- Achieved 98% target in delivery division by monitoring order cancellation rates and weather behavior. Show less -Managed operational updates and financial requests for vendors.- Ensured field-level mapping of outlets to check delivery quality and maintained communication with logistics.- Identified business opportunities and discussed with city teams.- Handled bulk area mapping for key accounts.- Verified and validated documents for partner onboarding.- Developed business in Tier 2 cities, leading to sales growth through deal penetration, cross-selling, and upselling.Achievements:- Achieved 50% of the target in the sales division for Tier 2 cities, opening 124 new outlets.- Achieved 91% target in vendor retention, managing 869 active outlets.- Achieved 98% target in delivery division by monitoring order cancellation rates and weather behavior.In-House ProjectsFraud Investigation- Conducted fraud investigations, mystery shopping, and communicated with the sales team for relevant actions.Partner Onboarding- Verified and validated documents, maintaining communication with logistics and content teams for instant onboarding.Strom Campaign- Conducted and resolved issues in Delivery Area Listing related to campaign partner restaurants. Show less

  • Team Leader

    May 2016 - Aug 2019

  • Senior Associate

    May 2016 - Jun 2017
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  Webhelp

  Sept 2019 - Nov 2022

  - Led a team of 15 agents, prioritizing tasks to achieve goals and metrics.- Collaborated with support teams to optimize resource utilization and resolve real-time issues.- Managed customer complaints, requests, and questions for smooth operation between customers and Yodel.- Handled customer and vendor interactions through chats and emails in both Yodel and Collect+ divisions.- Trained peers and trainees on software use, conflict resolution, and customer satisfaction practices.- Managed CEO email escalations and identified areas for improvement.- Led a team of 15 agents, prioritizing tasks and collaborating with support teams.- Monitored order cancellation rates and weather behaviors to maintain service quality.- Took escalated cases and provided resolutions to complex issues. Show less Yodel Division (Sept 2019 - Dec 2020):- Managed customer complaints, requests, and questions to ensure smooth operations between customers and Yodel.-Took escalated cases and provided resolutions to complex customer issues.-Maintained communication with logistics to enhance delivery quality.Collect+ Division (Jan 2021 - 2023t):-Handled customer and vendor interactions through chats and emails.-Managed CEO email escalations and identified areas for improvement to meet milestones.-Collaborated with support teams to optimize resource utilization and resolve real-time issues.-Recognized for efficient service delivery and accuracy.Achievements:- Winner of the "Client at Heart" Star Award 2020 for exceptional performance in the Yodel division.- Consistently maintained an 82% Customer Satisfaction (CSAT) rating.- Achieved 90% target with a 90% First Chat Resolution (FCR) rate in the Yodel chat division.- Trained three trainees in software use, conflict resolution, and customer satisfaction practices.- Winner of several seasonal events for outstanding performance in the both divisions. Show less

  • Floor Staff

    Jul 2022 - Nov 2022

  • Customer Service Representative

    Sept 2019 - Jul 2022
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  Kart4u

  Nov 2022 - Aug 2023

  Support Team Lead

  - Managed a 47-member team with three assistant leaders across Customer, Vendor Onboarding, Sales, and Delivery sections.- Created Standard Operating Procedures (SOPs) for each business section, ensuring operational efficiency.- Conducted field visits with team and oversaw the tele-calling and data entry executive team to identify real-time hurdles and implemented solutions.- Collaborated with the technical team for backend and app development.- Led weekly discussions, set targets, and kept the team updated on processes.- Collaborated on a strategy to increase social media account hits.- Managed one project while overseeing the back office of the company's institution.- Developed strategies to onboard vendors (Rehdi walas) efficiently.- Conducted field visits with officers to identify real-time hurdles and implemented solutions.- Identified operational loopholes and devised effective solutions.- Delegated tasks and set deadlines to ensure smooth operations.- Monitored team performance and reported on metrics.Achievements:- Successfully launched the application and a key vertical of the business, delivering 11,000 kgs in less than 90 days in the Gurugram area.- Achieved an 85% improvement in efficiency by implementing a digital onboarding form for the sales team within the application. Additionally, enhanced backend team efficiency by 43%.- Boosted customer satisfaction by 34% through quicker response times, streamlined deliveries, and impactful cross-training initiatives. Show less

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  VAMA App

  Nov 2023 - Dec 2023

  Customer Success Team Leader

  Leadership and Team Development:Guide, mentor, and motivate a Customer Success team.Set performance standards, conduct coaching sessions, and foster a supportive culture.Customer Relationship Management:Build strong customer relationships, addressing spiritual needs with empathy.Handle inquiries and escalations promptly and compassionately.User Onboarding and Training:Optimize onboarding processes for a smooth user experience.Provide thorough training on app features and spiritual services.Feedback Analysis and Improvement:Analyze feedback to enhance spiritual and app experiences.Implement strategies based on insights for continuous improvement.Cross-functional Collaboration:Collaborate across teams to meet customer needs and enhance app functionality.Advocate for customers in internal discussions and decision-making.Metrics Tracking and Reporting:Monitor key metrics for customer success and satisfaction.Prepare reports highlighting team performance and improvement areas.Customer Advocacy:Develop initiatives to amplify positive experiences.Use testimonials and referrals to strengthen brand advocacy. Show less

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  Zypp Electric

  Feb 2024 - now

  Retention & Quality Manager