Ashwin Mallya Ullal

Ashwin Mallya Ullal

Overview:

Dynamic professional with nearly 13+ years’ work experience in outsourcing and startups. With experience in Operation Management, Project Management, Sales campaign, Customer Relationship Management and Team Management.

Industries/Domain:

E Commerce, Contact Center operations, Telecom, Banking, Vendor Management, Process Excellence & Process Automation

Achievements:

§  Awarded as the “People Manager” in Flipkart.

§  Awarded as the “Best Quality Analyst” multiple times in Mphasis BPO.

§  Introduction and implementation of Large Category process (End to end) to have better efficiency in handling customer queries and complaints.

§  Introduced Automated Process to curb down agent errors, which turned out to be cost effective for the Large Category Process.

§  Implemented CSAT focused quality parameters. By doing this we had better way of capturing customers comments on the Service provided to them.

Work Experience:

Assistant Operations Manager – Delightful Gourmet Private Limited (LICIOUS)-  Sep 2018 to Dec 2019

§  Managing Customer experience team of 60 Consultants day to day operations.

§  Process related Data preparation: Reports such as daily, Weekly & Monthly performance data, daily login summary, Hourly reports on Call patterns.

§  Managing the monthly Performance Stack parameters and publishing timely reports to the management & consultants.

§  Preparing and managing monthly attendance tracker.

§  Steps taken to manage monthly budget of the process by preparing cost report(Cost to order & Cost per seat).

§  Preparing and controlling the dashboard for daily, weekly & monthly SLA’s. Dashboard showcases the trend and variances of hygiene metrics, number orders, Order to Call Ratio, Abandon rate, Volumes, Resolution TAT, CSAT, NPS and Quality Audit data.

§  Handled Hiring process.

§  Closely worked with vendors related to Customer relationship Management and Telephony dialer systems. Managed the admin access for the same.

§  Played major role in Process improvement by introducing details SOP & SOWs, Introduced Performance metrics keeping all the parameters in mind. Introduced Quality Audit Scorecard.

§  Worked closely with the tech team on automation process.

§  Handled 3 team leaders, 3 Quality advisors and 1 trainer by showing them the career path, making them to drive daily parameters and customer experience. Made them to have regular coaching and grooming of agents through 1 on 1 session. Introduced Refresher training on top issues.

§  Handled Personal Account Managers team. This team was introduced to manage & service high profile customers across PAN India.

§  Built CHAT process and Email process. Implemented new procedures and timelines.

§  Managing outbound campaigns to increase customer base(basis the frequency of their purchase from Licious)

§  Preparing weekly schedules.

§  Conducted WBR, MBR & QBR with the higher management.

§  Introduced Call calibration process.

Assistant Operations Manager – Wibmo (From Nov 2017 – May 2018)

§  Handled a team capacity of 9 Team leaders and 90 Consultants supporting the PayZapp

§  Managing their day-to-day operational activities such as Quality, AHT, Login Hrs, Attendance etc.

§  Handling Performance management for the Team leaders

§  SPOC for client in Wibmo Operations team

§  Driving Innovation and Continuous improvements

Startups Winmart Retail, Eminence BPO Solutions (From 2015 to 2017)

§  Winmart Retail – Online grocery in Mangalore

§  Eminence BPO Solutions – Contact center operations for Insurance Client

Assistant Manager Sales and Services – Flipkart Internet Pvt Ltd, Bangalore (From 2011 to 2015)

§  Handled a team capacity of 180+ executives and 8 team leaders related to Sales and Customer Service of Home Appliances category.

§  Managing their day-to-day operational activities such as Quality, AHT, Login Hrs, Attendance etc.

§  Handling Performance management for the Team leaders

§  Handled Recruitment process as and when company needed employees.

§  Working closely with the Business Development team to ensure the entire product listed on the Websites is accurate and customer oriented.

§  Working closely with the brands related to the Home Appliances category to ensure timely installations of the products.

§  Conducted Grooming sessions for the team members. Having a record of moving a team of 20 Executives to their next role such as Operations (TL &AMs) and Support functions such as Quality and Training team.

§  Presenting the process deck to the management team during MBR (Monthly Business Review) and QBR (Quarterly Business Review).

§  Rectifying the errors made by the Business development team so that the negative impact on the customer is minimized or zeroed.

§  Conducting timely Calibration sessions to ensure service delivered is consistent across teams

§  Managed positive revenue generation for the company on a quarterly basis.

§  Working closely with the Logistic teams to ensure timely delivery of the products to zero the customer impact.

§  Managing Customer escalations by providing best solutions to them keeping process guidelines in mind.

§  Managing monthly KRAs and Annual Appraisal of the employees with the help of bell curve procedure.

§  Maintaining reports on the SLA/TAT taken by the brands to complete the installation of products. Basis this, contact the brand to ensure they complete the installation within the given timelines.

§  Managed CAPA (Corrective Actions and Preventive Actions) process & tracker to maintain 0% errors in the process.

§  Been a part of Process Excellence Team in transitioning “Large Category” process.

§  Awarded as “People Manager of the year”-2014-15.

§  Knowledge of Reverse Pick up (RVP) and Return of the product (RTO) as the same was handled during my tenure at Flipkart.

§  Introduced process improvements through automation to reduce the Operations cost to the company for Large Category team.

§  Handling customer Complaints

Quality Analyst and Team Leader Customer service – Mphasis BPO (From 2004 to 2011)

§  Monitoring calls taken by the Customer Support Executive and giving timely feedback so that the errors can be avoided to minimize negative customer impact.

§  Driving Calibration process with the client to ensure all the process requirements are being met.

§  Generated a new version of Quality Scorecard for monitoring process.

§  Awarded as the “Best Quality Analyst” multiple times.

§  Maintained a stream of longest period with the 100% calibration scores.

§  Handled the process of “Product Knowledge Test” on a weekly basis to ensure that the executives are well versed with the process.

§  Fulfilled Subject Matter Expert (SME) Role by giving adequate floor support to the call-taking executive.

§  Preparation of MBR with the Quality parameters and the comparison with the last 3 months performance.

§  As a Team Leader, handled a team of 20 Customer Support Executive and managed their performance in terms of Quality, Login Hours, AHT, Absenteeism, Attrition and mainly their behavioral issues.

§  Achieved the targets set by the process basis the SLA’s/KRA’s.

§  Timely MIS reporting was done showing the team performances.

§  Introduced new version of coaching and quality scoring basis the performance. Categorized the performance in A B & C category (A-best performer B- Average performer & C- Bottom performer) and fixed a set of call monitoring.

§  Handling Escalation calls whenever it was failed to tackle by an operations team.

Educational Qualification:

§  Diploma in Computer Science & Engineering from Board of Technical Education, Dr. T.M.A.Pai Polytechnic, Manipal ( A unit of MIT education trust) From 1998 to 2001

§  P.U.C (PCME) from Canara Pre University College, Mangalore From 1996-1998

Declaration: I hereby notify you that the above-mentioned information is true to my knowledge.

Regards,                                                                                                  Date  : 07th May 2020

Ashwin Mallya Ullal                                                                                  Place:  Mangalore