Urvashi Kardam

- Successfully conducted comprehensive training sessions covering product and technical aspects. - Conducted rigorous quality audits, consistently maintaining process quality levels above 95%. - Led the training of multiple batches, certifying individuals based on training outcomes, and conducted audits. - Identified and addressed bottom quartile through structured improvement training plans and stringent quality checks. - Closely monitored team performance to ensure seamless customer interactions and high-quality service delivery. - Provided regular trainings on soft skills and writing skills to enhance overall team effectiveness. - Managed operational activities, including leading a team of 10 case managers in the West & South region. - Regularly participated in daily client calls, ensuring timely implementation of open topics, and managed dealer management for Pan India operations. - Prepared daily, weekly, and monthly reports on training quality and operations, ensuring transparency and accountability. - Successfully managed to meet individual and process Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and targets. - Managed escalation calls from customers, resolving issues promptly and ensuring customer satisfaction.

CRM at Flipkart