Puneet Nasa
Operations Head - Inside Sales & Customer Satisfaction @MapmyIndia
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WORK HISTORY
Operations Head - Inside Sales & Customer Satisfaction @MapmyIndia
Saas, Maas & Paas Sales oriented revenue target reviews on daily, weekly & monthly basis, to achieve the targets within stipulated timelines. Subscription revenue collection and implementing methodology to improve customer satisfaction. Responsible for developing staff and introducing new policies and procedures. Track and communicate daily, weekly and monthly statistics to Customer Care Team, handle and resolve escalated issues, complete payroll and daily shift reports. Commitment & Dedication towards our SLA and bringing in more business for our Organization by enhancing the support mechanism. Also administered training for product enhancements and minimum skills verification Wrote and implemented operational policies/procedures and minimum production standards. Designed full-time, part-time and flex schedules to maximize seat utilization. Assisted in development of the IVR and created specialty and tiered groups to reduce hold times, reduce transfers and provide an improved customer experience. Created a team of “universal agents” to move between contact types and groups, increasing utilization.
EDUCATION
Baldev Ram Mirdha Institute of Technology,Jaipur
B.Tech, Computer Science
SKILLS
ABOUT PUNEET NASA
With 10+ years of extensive experience of heading operations for established and expansive businesses. Proven track record of conceiving and implementing effective strategies through inspiring leadership, proactive approach, and process excellence. A collaborator skilled in building high-performance teams, passionate about growth through innovation, commercial excellence, and customer-centric strategies. Demonstrated history of spearheading cross-functional teams to manage large-scale outsourced centers and in-house operations across Fortune India 500 and multi-million dollar organizations. Enthusiastic public speaker, a rational negotiator with great communication skills at all levels of the organization.Core Competencies - Leadership, Stakeholder Management, Budgets and P&L, Telesales, Customer Experience Management, NPS & CSAT improvement, Project Management, Strategy Formulation & Implementation, Operations Life-Cycle Management, Vendor Management.Result oriented with experience in delivering numerous cost saving & revenue generation projects. Excellent understanding of technology and majorly all different tools and applications used across contact center industry globally.Courteous treatment will make a customer a walking advertisement!
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