Vandana B C

About Vandana B C

Result-oriented Professional with 10 years of experience in Operations Management,Process Management,SLA Management,Customer Service Management,Quality Assurance,Escalation Management,Project Management,Process Training,Process Migration, Order Management, Process Improvement, Inbound and outbound process.

Experience

1. Team Leader - Customer Service Operations

   Wildcraft India

   Nov 2016 — Present · Bengaluru, IN

   Handling Customer Service/Warranty (After Sale service) and order management team end to end across India.• Leading a team of 10 Operations Associates.• Managing B2B & B2C Customers.• Served as customer service team lead, enforcing adherence to company policies, answering co-workers\' questions and training new personnel.• Responding to customer tickets /escalations via calls and emails, also handling internal escalations and social media escalations.• Addressed negative customer feedback immediately and retained customers.• Deliver Quality - On time, After Sales Service to Customers and ensure tickets are closed within TAT/SLA.• Managing Service Centre Operations and Local Vendor Management for repair/After sales service.• Processing Sales orders to customers.• Coordination with Warehouse and Supply Chain(logistic) team to ensure orders are invoiced, dispatched and delivered to customers on time.• Coordinating with Sales team, Regional ops team and Retail team for any customer escalations.• Co-ordination with Customers and Clients for any return/ exchange and processing Credit Notes/ Vouchers and refund to customers and tracking RTO / RTV and passing necessary adjustments.• Conducting Quality Check for return products - Coordinating with product team / design team and taking a call for Replacement/Refund.• Driving SLA, reviewing Primary KPI\'s and annual appraisals of Team members.• Analyzing and working towards improvement on process and preparing SOP.• Providing employees with guidance in handling difficult or complex problems or in resolving escalated complaints or dispute.• Interviewed, hired and trained new quality customer service representatives.• Recommended and involved in Developments /Report automation in existing process to increase accuracy, efficiency and productivity of customer service department.• Effectively managed departmental expenses to stay within allocated budget.

Education

• Mangalore University

  Bachelor of Commerce - BCom

  2005 — 2008