Hire Startups freelancers in India

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Manny Chawla
India, Delhi
Operations Manager Manny Chawla, Business, Accounting, Human Resources & Legal
With the enclosed resume, I would like to express my sincere interest for a vacancy at Senior Management Level. As a highly skilled and successful leader with comprehensive experience coordinating personnel, equipment, resources, business excellence and operations while ensuring stringent compliance to regulations, I possess a wide range of knowledge and skills that will allow me to contribute toward the success of a company. The following achievements demonstrate my qualification for this position: - 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. - Set up the customer experience team for Zomato Customer Delight & Zomato Gold (a dine-in subscription program) which involved launching chat, voice and email support for B2C (members) and B2B (merchants) interactions in New Zealand, Philippines, and Lebanon. - Formulized strategies for improving operational metrics such as FRT (First Response Time) and CSAT. Reduced the average daily FRT from xx minutes to under xx minutes (91%↓) and increased the teams CSAT from an average of xx % to xx% (22%↑). - Designed, managed and executed the customer engagement strategy for Zomato Customer Delight & Zomato Gold Support which entailed creating a brand voice, tone, and SLA’s. - Built the training, knowledge management and quality vertical for the operations. - Collaborated with product teams to co-define CX friendly support (user options road mapping) and translating customer insights into front-end UX and UI channel. - Developed a balanced scorecard for 15 TL’s, 6 AM’s and 300 associates which focused on meeting the collective targets of the process and the individual KRA’s of the TL’s and associates. - Managed the hiring for TL’s, AM’s and associates which required the creation of evaluation modules which gauged customer centricity and brand cohesion. - Spearheading resource allocation, regulatory compliance, procurement, data analysis, records management, and overarching operations to achieve deadlines and requirements. - Successfully spearhead campaign on social media platforms including Facebook, Twitter and Instagram. - Manage Social Media planning for execution of marketing strategies and community management. - Monitor online presence of company’s brand and engage with users, strengthening customer relationships. - Continually improving internal processes and procedures to boost efficiency, reduce costs, and ensure seamless operations. - Overseeing all facets of special projects from inception through execution, identifying and securing necessary resources, brain storming, and staff to meet project deadline and budgetary requirements. - My proven ability to optimize operations and team success—along with my solid skills in problem solving, critical decision making, and communication—will contribute immensely to the success of a company. - Analyze metrics, reports and data trends to identify customer pain points and bring reforms to improve customer experience. - Responsible for performance management activities within the team including supervision, goal setting, current performance communication, employee engagement, development, review, and constant mentoring channelized through a constructive feedback program Thank you for your consideration; I look forward to speaking with you soon.
Business, Accounting, Human Resources & Legal
Customer Retention
Training Development
Business Strategy
Customer Experience
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