Deepali Mohite

Experience

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  Fidelity National Information Services

  Apr 2010 - Mar 2012

  Process Trainer and Team Member

  Worked for O2 Telecom in Email & Chat process.

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  Firstsource Solutions Limited

  Apr 2010 - Apr 2012

  Process Trainer

  Worked as a Process Trainer in Domestic and Internation Process

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  Credit Sudhaar

  Sept 2013 - Jul 2016

  Brand Manager

  Working as a Brand Reputation Manager

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  Netscribes

  Aug 2016 - May 2022

   Demonstrated abilities in Social Media Research and Analysis, Competitive Intelligence, Project management, growing & managing Associates, Managing Client Communication and Client Relationships Knowledge of Social Media Listening tools like Brandwatch, Talkwalker, OneDirect, Konnect Insight and Unmetric Creating Daily, Weekly and Monthly reports and publishing it to the stakeholders. Creating case studies for future references and presenting it to the internal management Handling escalations and presenting Root cause analysis to the stakeholders Setting up the KPIS for the team members Evaluating the team performance basis on their TAT, Quality, Tagging, Accuracy, and Closure of case Enterprising leader with abilities in motivating teams towards enhancing their performance standards, Customer focused and performance driven with excellent communication, organizational and interpersonal skills Develop productive, profitable and achievement oriented working environment for employees. Supervise operations team to ensure operational excellence and excellent customer services Show less - Working towards Creating an industry standard for - a. Providing fastest average first response time on email support.b. Providing quick resolution to customers on email and social media.- Data analysis and Reporting.- Managing the reputation of the respective brand online, online media and other entities in the online space.- Quality Checks for responses- Maintaining Turn-Around-Time- Creating reports for ad-hoc client/ special requests and for in-house product line- Responsible for quality and timely delivery of reports- Training team to work with customer focused approach.- Creating WOW customer experience by proactive approach. Show less

  • Assistant Account Manager

    Aug 2016 - May 2022

  • Assistant Manager

    Aug 2016 - Oct 2021

  • Senior Associate - ORM

    Aug 2016 - Apr 2018
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  Customer Shastra Private Limited

  Aug 2021 - May 2022

  Operations Manager

   Setting up the processes to deliver value to a client’s business Design and manage the development of metrics, dashboards, reporting, and analytical tools. Monitor key risk indicators/trends to identify and understand areas of potential emerging risk Document and present project progress, analysis results, and proposals to management, partners, and other key stakeholders. Assess the availability of source data to support the reporting and work closely with technology teams to communicate requirements, test and implement strategic data sourcing, storage and reporting. Participate in other Compliance, Conduct and Operational Risk initiatives as a Business Analyst Continuously improve by capturing and analyzing appropriate social data/metrics, insights and best practices, and then acting on the information. Explore and share new ideas, approaches and contribute to the company’s ideas Analyzing the digital data and create insightful reports Show less

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  Infiniti Retail Limited., A Tata Enterprises(Croma)

  May 2022 - now

  Customer Service Manager - ORM

  1. Strategic Planning and ImplementationDevelop and implement operational strategies that align with the company's goals and objectives.Work closely with senior management to set performance targets and develop action plans.2. Process ImprovementAnalyze and improve operational processes to increase efficiency and productivity.Implement best practices and innovative solutions to streamline workflows.3. Resource ManagementOversee the allocation and management of resources, including personnel, equipment, and materials.Ensure optimal utilization of resources to meet operational goals.4. Team ManagementRecruit, train, and manage staff, ensuring they have the skills and tools needed to perform their jobs effectively.Foster a positive work environment and promote teamwork and collaboration.5. Budgeting and Financial ManagementDevelop and manage the operational budget, monitoring expenses and ensuring cost-effective operations.Analyze financial data and reports to identify areas for improvement and cost-saving opportunities.6. Quality ControlImplement and maintain quality control standards to ensure products or services meet the required specifications.Monitor performance metrics and implement corrective actions when necessary.7. Compliance and Risk ManagementEnsure compliance with industry regulations, company policies, and safety standards.Identify and mitigate risks that could impact operations, including health and safety risks.8. Customer ServiceWork to enhance customer satisfaction by improving service delivery and resolving customer issues promptly.Implement strategies to gather and analyze customer feedback to inform operational improvements.9. Communication and ReportingPrepare and present reports on operational activities, performance metrics, and project updates.10. Vendor and Supplier ManagementEstablish and maintain relationships with vendors and suppliers to ensure the timely and cost-effective procurement of goods and services. Show less