Aviraj B.

Experience

• 

  Justdial

  Apr 2015 - Oct 2018

  • Managing CSAT for customers via customer representatives and learning platform.• Improve customer service experience, create engaged customers, and facilitate retention for the platform.• Take ownership of customers' issues and follow problems through to resolution.• Set a clear mission and deploy strategies focused on that mission.• Develop service procedures, policies, and standards.• Keep accurate records and document customer service actions and discussions.• Analyse statistics and compile accurate reports.• Mentor and develop junior customer service agents and nurture an environment where they can excel through encouragement and empowerment.• Keep ahead of industry’s developments and apply best practices to areas of improvement.• Control resources and utilize assets to achieve qualitative and quantitative targets.• Own, strategize and deliver upselling, cross-selling, and retention. Show less • Build relationships & understand customer requirements and develop plans to address them through online and offline mediums within the assigned TAT.• Manage and take ownership of the resolution process for all related issues quickly and effectively.• Act as point of contact for complaints and escalate issues as appropriate.• Handle requests, feedback, and queries quickly and professionally.• Maintain strong relationships with vendors and keep price data in order to get the best pricing on supplies and services.• Produce professional-quality reports, presentations, and briefs.• Delegate tasks as appropriate to other members of the team. Show less

  • Team Lead

    Apr 2018 - Oct 2018

  • Senior Customer Support Executive

    Nov 2016 - Mar 2018

  • Senior Executive

    Apr 2016 - Nov 2016

  • Search Plus Executive

    Apr 2015 - Mar 2016
• 

  Elite Group

  Dec 2018 - Jul 2019

  Operations Manager

  • Work closely with co-founders while developing cutting-edge payment process/services. • Direct the central planning function and implement the same for smooth payment operations.• Ability to work as a corporate Entrepreneur with minimum handholding and defining the correct path for the team members and stakeholders surrounding the business to achieve results.• Adopt and apply Customer-first Approach in Solving any problems with the necessity to Quantify the Risk to the Customer Metrics for any decision or approach.• Monitoring Key Operational Metrics daily and identifying improvement areas by doing RCAs and taking corrective actions.• Daily Coordination with on-ground Operation team and stakeholders to solve day to day operational issues.• Maintaining a healthy relationship with payment gateway partners to ensure daily movement of accumulated funds across functions.• Plan and formulate breakthrough measures to negotiate on daily chargeback and legal cases pertaining to business operations. Especially CRPC u/s 91; legal cases from business clients. Show less

• 

  OYO

  Jul 2019 - Jun 2022

  • Accountable for all aspects of running the aligned venues successfully and delivering great business performance by co-ordinating with the in-house venue operations team to provide impeccable customer experience.• Set challenging and profitable business objectives sighting short and long term prospects under prevailing market conditions.• Ensure smooth running of business operations and enforce systematic collection practices across aligned venues as per company guidelines stated on contractual agreements.• Maintaining professional code of conduct and healthy business relationship with all venue and business partners to ensure long term sustainability with smooth functioning across aligned venues.• Deliver against business and sales performance as per company standards.• Manage P&L of the aligned venues and work towards positive EBITA.• Take ownership for resolving complex problems by working with colleagues across all functions of the organization.• Responsible for the operational efficiency and customer satisfaction index of the aligned venues.• Monitor fellow aligned Venue Manager's effectiveness by preparing performance and behavioural objectives and sighting fundamental recommendations for scope of improvement.• Guide fellow aligned Venue Managers towards the attainment of optimum service and profit levels across all venues.• Prepare periodic and statutory reports for higher management.• Perform other duties in the absence of the Cluster Head as directed by the City Head. Show less

  • Cluster Manager

    Jan 2022 - Jun 2022

  • Senior Venue Manager

    Jul 2021 - Jan 2022

  • Venue Manager

    Jul 2019 - Jun 2021
• 

  91Springboard

  Jun 2022 - now

  • Senior Operations Manager

    Jul 2024 - now

  • Operations Manager

    Jun 2022 - Jun 2024