Drishti Tayal

• Defining, driving and managing implementation activities for strategic initiatives aimed at improving sales productivity based on data analysis. • Working with various internal functions to design, integrate and execute business-wide processes and action plans • Developing processes and SOPs aimed at delivering a seamless and transparent experience to the customers • Conducting discussions with the senior management and cross-function stakeholder to enable critical business decision making • Managing a team of associates who help in the execution of program.

1. Performing large-scale data analysis and modelling to identify opportunities for customer experience improvement and measuring the impact of initiatives. 2. Bringing automations to enhance efficiency- Successfully implemented Freshdesk for the escalations team and Help centre for the Chat team. This helped reduce contacts by 30%. 3. Establishing standard operating procedures and tracking metrics like SLA, ART, FRT, CSAT 4. Regularly involving in discussions with the senior management and cross functional stakeholders for gap Identification in existing product and process and developing mitigation plans for the identified gaps. 5. Recruiting and training of the customer support teams to ensure team performs to best of their abilities and company targets are achieved.

•Team Recruiting, Handling, Training and Mentoring - Regular training of the complaints/chat/ inbound team to ensure the quality of work done by them. - Mentoring the team to ensure they are able to handle all type of calls, complaints and chat. - Timely briefing of the teams for all the updates received to ensure zero knowledge gap. •Driving Accuracy, Productivity and Key Metrics -Ensuring maximum productivity and minimal agent errors. -Improving metrics like SLA, ART, FRT, CSAT. •Technology Requirements -Driving technology requirements for the teams by ensuring proper functioning of all the CRMs - Introducing technologies to enhance efficiency. •Process Enhancement - Identifying opportunities for the enhancement of the processes. - Enhancements in processes that would help increase efficiency of the team and improve customer experience. - Coordinating with other teams and sharing ideas that improve the process. •Product Enhancement - Sharing suggestions for the improvement of the product that would help improve customer experience. •Content Development - Developing the content to be used by the entire team for communication. - Creation of Canned Responses for the Complaints and Chat teams. •Social Media - Managing social media handles for Dineout

• Process Enhancement - Imparting training to the new joiners - Assessment and improvisation of speed, efficiency and conversion rate of requests • Content Development - Crafting new content and improvisation of the existing content for the application. - Formulating Training Modules for the new entrants. • Vendor Management - Selecting vendors, negotiating and managing vendor contracts. - Resolving vendor disputes in timely and professional manner • Client Servicing - Handling difficult and disturbed clients. - Taking requests through Chat.

Bridge between the various departments including the client, the fulfillment and the logistics. Examining existing processes and optimizing them to improve request to conversion ratio. Onboarding new service providers and keeping track of the existing ones. Taking requests through chat.

To have close liaison with industry for placement of students. Interacting with HRs of the companies and converting as many companies as possible Handling the social media for the placement body. Facilitating and providing hospitality to any company's visit. Assisting students through the entire placement procedure.

Acted as the intercessor between the students and the faculty of the department. Organised Economic Congregation, Economic Festival along with Farewell and Freshers party.

Attended multiple workshops on leadership skills and change making. Awaaz Uthao Campaign- Got a petition signed from 500 individuals by reaching out to people personally. Organized an event on International Women’s Day in North Campus of University of Delhi

Meeting corporate clients and NGOs. Designing CSR campaigns for the corporate clients. Managing the press release of the campaigns.

Financial Institutions and Markets, Actuarial Economics: Theory and Practice, International Trade and Finance, Public Economics, Research Methods in Economics, Indian Economic Policy, Micoeconomics Analysis, Macroeconomics Analysis, Quantitative Methods for Economic Analysis