Aditi Mehta

Experience

• 

  EXL Services Ltd

  Mar 2012 - Aug 2016

  Assistant Manager

  • Engaged in auditing calls and scoring the same as per the set standards and providing feedback as & when required.• Worked as Subject Matter Expert and coordinated with the clients overseas and imparted training to the team members for efficient call management.• Led a team of 20 associates; managed and conducted follow-up with them on daily basis.• Liaised with the team to ensure the completion of the work on daily basis.• Tracked the work of the teammates for their incentive calculation till the month-end.• Set-up the targets for the performance shown by the designated team every month. Show less

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  CPM India

  Mar 2017 - May 2018

  Assistant Manager

  • Supervised a team 20 members reporting.• Scrutinized the work assigned to the team which included weekly client calls and discussion on upcoming events.• Ensured the completion of tasks within defined SLA’s.• Adhered to quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s and work processes.• Interacted with clients for following up on unresolved issues, analyzing and resolving problems, due-diligence, system study & analysis, reporting, so on; effective in ensuring high-quality customer experience, reviewing & enriching customer satisfaction while adhering to the work processes.• Created awareness for driving the projects and process improvement strategy & methodology, ensured maximum operational efficiency.• Conceptualized & taken training & development initiatives for capability building and quality enhancement.Significant Accomplishments:• Understood queries/ requests and resolved issues of the customers as per Service Level Agreements (SLAs); and achieved a Turnaround Time (TAT) of 100% as against the set benchmark of average 90%.• Managed customer service operations ensured customer delight by achieving delivery & quality service in the shortest possible time.• Successful in attaining the target of $2.5 million per month every month. Show less

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  CPM India

  Nov 2018 - Feb 2020

  Program Manager

  • Supervised a team of 70-100 members across India with the support of three team leaders based in different locations.• Scrutinized the work assigned to the team which included daily and weekly client calls and discussion on upcoming events/occasions.• Regular follow up with the team leaders for the current performance and one-to-one on non performing stores and the intervention required by self/client.• Regular store vigilance to detect the irregularities and to take effective measures to curb the same , taking corrective actions as per the laid down procedure.• Monthly/Quarterly discussions with the client on product placement , demo fixtures and sales.• Preparing and tracking sales and stock report on weekly basis to highlight the deficiency to regional heads.• Regularized team training for team leaders and promoters which included class room sessions/on floor training/online discussions.• Identifying employee grievances by investing considerable amount of time in one on one conversations, group meetings and employee counselling sessions.• Identifying compliance issues and conducting random audits at stores to check product demographics and promoter hygiene.• Adhered to quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s and work processes.• Interaction with clients for following up on unresolved issues, analyzing and resolving problems, system study & analysis, reporting, effective in ensuring high-quality customer experience, reviewing customer satisfaction while adhering to work processes.• Created awareness for driving the product and improving strategy & methodology, ensured maximum operational efficiency and outcome to reach targets.• Conceptualized & taken training & development initiatives for capability building and quality enhancement.Significant Accomplishments:• Successful in attaining the sales target on monthly basis.• Brought down attrition from 17% to 10%. Show less

• 

  Love In Store

  Mar 2021 - Nov 2021

  National Program Manager

  • Supervised a team of 75 members across India with the support of two team leaders based in different locations.• Overseeing the planning, execution, and evaluation of visual merchandising programs across various locations.• design principles and trends to create visually appealing and effective merchandising displays.• Understanding market trends, consumer behavior, and competitive landscape to inform visual merchandising strategies.• Effectively collaborating with internal teams, store managers, and external vendors or agencies.• Measuring and analyzing the effectiveness of visual merchandising efforts through key performance indicators (KPIs) and other metrics.• Identifying issues related to visual merchandising and developing solutions to address them.• Ensuring accuracy and consistency in visual displays and merchandising standards.• Incorporated feedback of customers to enhance their shopping. Show less

• 

  Channelplay Limited

  Jan 2022 - Jul 2024

  Senior Manager

  • Managed client requirements, providing solutions and addressing queries on a program level.• Oversaw team, operational, and financial management for the overall program.• Drove program growth through market opportunities and recruitment via networking, innovation, and proposals.• Developed analyses and projects to address client needs and ensured timely delivery.• Initially managed a team of over 200 iPros and later expanded to 2200+ with support from a program team of 9 and 20 AMs.• Created data-driven solutions through presentations and dashboards to meet client needs.• Guided team development and scaled operations to meet the program's growing scope.• Resolved issues at the store level through on-ground intervention.• Engaged with partners and Area Sales Managers to drive business and ensure program compliance.• Managed invoicing for clients and partners on a monthly basis.• Conducted second-level screening for promoter hires across India.• Created and published monthly newsletters for the community.• Conducted yearly appraisals and promotions for promoters based on interviews.• Provided insights through fortnightly, monthly, and quarterly client reports and dashboards.• Held regular catchups with the community and ASMs to address team and store-level issues.Significant Accomplishments:• Prioritized client relationships through transparency and by achieving their organizational goals and targets.• Increased gender diversity within the iPro community from 6% to 14% over the past two years.• Received multiple recognitions, including Champ Awards and bonuses, from clients and senior management. Show less