Manveen Sarna

Experience

• 

  Teach a Child Foundation

  Feb 2012 - Dec 2013

  Co-Founder

  - Designing an after school program for 50 children from lesser privileged communities -Strategic partnerships with leading education based nonprofits in India like Teach for India and Make a Difference (MAD) for adaptation of the best teaching practices for students from weaker socio-economic backgrounds- Hiring and coaching a team of volunteers with a similar vision to run the program effectively-CSR partnerships for funding and business development with different corporate and educational institutions to run operations Show less

• 

  Small Wonders

  Feb 2014 - Jan 2015

  Educator
• 

  St. Mary's Convent High School

  Feb 2015 - Dec 2015

  Educator
• 

  Zomato

  Mar 2016 - Oct 2019

  - Automation of support queries on chat by working in calibration with product and tech to build sustainable and efficient bots and drive initiatives leading to increased agent efficiency and customer satisfaction quotient.- Develop strong relationships with stakeholders of coexisting businesses and identify scalable solutions and process developments keeping in mind Zomato’s vision on customer service.- Working closely with contact center vendors to ensure SLA adherence.- Responsible for building, setting up and defining SLAs for the priority escalations team for the business for all escalations routed to the senior management. Show less - Optimize operations, launch and implement process changes to deliver metrics and quality as per the process standards across various support channels (chat/voice/email/social media) across geographies- Build on and improve customer satisfaction levels while being responsible for hiring, leading, coaching and mentoring Team Leads to help them meet their KRAs- Analyze metrics, reports and data trends and develop strategies to meet targets- Work closely with the product team to drive automations and suggest product developments while enhancing user experience on the front end and improving the support touch points- Identify scalable solutions for problems keeping in mind Zomato’s vision on customer service- Responsible for all performance management activities within the team including supervision, goal setting, ongoing performance communication, employee engagement, development, review, and constant mentoring channelized through a constructive feedback program- Determine customer service requirements through surveys and research and benchmarking best practices while withholding the interests of all stakeholders- Responsible for building, setting up and defining SLAs for the priority escalations team for the business for all escalations routed to the senior management Show less - Managed a team of 30 associates and ensured their operational metrics were inline with the process requirements- Responsible for day to day work management of activities on the operational front- Oversee internal and external escalations from customers, and other stakeholders and ensure timely resolutions- Develop timely feedback mechanisms and conduct trainings to ensure the team maintains a high level of quality and efficiency- Conduct regular one-on-ones with the team to understand personal growth paths and help the team to pave the path for prospective roles within and outside the team according to their skill set Additional responsibilities included- Capacity and roster planning to ensure sufficient staffing for smoother UX- Setting up the Social Media Team to understand and resolve customer grievances on social media platforms Show less

  • Manager, Customer Experience

    Jul 2019 - Oct 2019

  • Assistant Manager, Customer Experience

    Jun 2017 - Jul 2019

  • Team Lead, Customer Experience

    Jun 2016 - May 2017

  • Senior Associate, Customer Experience

    Mar 2016 - Jun 2016
• 

  PhonePe

  Oct 2019 - now

  - Owning and improving manual support metrics for all BFSI products at PhonePe- Lead a team of 4 Managers/Associate Managers and 100+ team members to achieve PhonePe's culture, values, annual goals & objectives w.r.t. manual support metrics- Building strong partnerships with Strategy teams within CX and extended business teams to surface critical user pain points and potential impact on customer experience - Designing simple & user friendly processes to decrease user effort and anxiety to improve CSAT, decrease resolution time, interactions per ticket and ageing for these categories with strong coordination with internal and external stakeholders - Sharing and implementing best practices implemented on manual support to elevate experience across automated tickets- Venturing into the vendor ecosystem and program managing outsourcing of manual support effort- Ensured effective people management through coaching & mentoring high performing / potential individuals and helping them in their career journeys at PhonePe Show less In my role as Manager fox CX at PhonePe, I've built and led a number of teams to cater to our customer support queries requiring manual intervention. My responsibilities included but were not limited to hiring and scaling the inhouse support team and operations to manage growth and improving customer experience. During this journey, I also had the opportunity of building team structures, hiring AMs, streamlining processes, identifying opportunities for improving agent efficiency and effectiveness and developing reward & recognition plans leading to high output and improved retention rate in an extremely heavy ops environment.In this period, I majorly worked on the operational scale and drive improvements in processes for the following teams: - Inhouse contact center : ranging from offering priority/ differentiated support to critical users to also offering L1 support through voice / inbound as well as non voice channels.- Teams handling reopened / escalated tickets and improving the quality of resolutions / CSAT for such users- Building the Assisted Buying team for PhonePe Insurance from scratch - Hiring sales agents / SMEs / AMs to drive sales and growth through the assisted buying channel for PhonePe Insurance products - Baselining targets to drive profitability for multiple categories within Insurance - General, Health, Term Life - Expanding operations within inhouse and vendor setups - Identifying levers to drive targets, collaborating with multiple stakeholders to introduce better tracking & prioritizing of essential leads to improve conversions - Understanding funnel drop offs and analyzing customer VOCs to help build better products by working closely with product and business teams Show less

  • Senior Manager, Customer Experience

    Aug 2022 - now

  • Manager, Customer Experience

    Oct 2019 - Aug 2022