Anushree Mahanthy
Lead at Flipkart
- Role
- Lead at Flipkart
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
Experience
Lead
Jan 2015 — Present · Mumbai, IN
Handling Cx West Zone (20••••19 ) about the customer escalation/ social media/ CEO/ Wrong update cases. Collaboration with the HMTs and the senior authority for the resolution and driving through them- Daily reporting on high pendency cases highlighting to the team- Handling seller escalations (2020-till date) resolving IMS (incidents) given TAT same with the NPS (net promoter score)- Collab with the PHs and CECs for training and problem solving ( with the seller support as well with the IMS resolution part)- NPS worked on resolving seller problems, discussing personally with the seller based on given feedback, working on their timeslot/providing guidance about the NPS- Arranging call with the HMTs providing training about the reduction of bad ratings (connecting daily call with the team)- Highlighting the problems and highlighting time to time basis, discussion about the HMts problem resolving the same- Product/program quality improvements based on Customer feedback and core Customer Service performance measurements- Understand key customer pain points and work backwards towards solutioning by partnering with different teams; Identify trends of root cause and identify opportunities to programmatically reduce costs- Constantly monitoring & ensuring adherence of standards, ethics and performance of West delivery hubs- Administering the effectiveness of experience coaches and highlighting gaps, if any- Working in collaboration with Training, HR and other support functions for an improved experience of both internal customers (field executives) and external customers (customers) Key Improvement Initiatives Activities Role Output CXNS Leader Customer retention NPS Leader >80 NPS Standardization of morning huddles & Parameters Leader Lean Operations (Time saving) Designing Alternate delivery model customer experience Member Quality Enhancement Project SIN Seller experience Mentor Retention of seller & reducing calls at seller support.
Education
Principal L N Welingkar Institute of Management Development and Research L. N. Road, Opp. Matunga Gymkhana, Matunga (Central) Mumbai 400 019
Post Graduate Diploma in Supply Chain Management
2012 — 2014
Sikkim Manipal University - Distance Education
Bachelor of Business Administration - BBA
2009 — 2011
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