Thejus C J

Lead - Supply Center of Excellence

Swiggy•  January 2019 - Present•  Bangalore, India

Identify, analyze, and optimize key business processes to eliminate inefficiencies, reduce costs, and enhance overall performance. Leading and driving projects through account managers across India. Charter Owner for Supply Customer Experience. Weekly, monthly co-ordination with Cluster Heads, City Heads and respective stakeholders to track and report progress of the ongoing projects. Utilize data-driven insights to make informed decisions, track key performance indicators and measure the impact of process improvements. Identify root causes of operational and process issues and implement creative solutions to address them. Monthly, quarterly targets & incentives planning. Provide training and support to account managers to ensure they understand and can actively participate in process improvement efforts. Report generation and presentation to showcase impact analysis to leadership.

Sr. Customer Service Associate

Firstsource Solutions Ltd. (Virgin Holidays)•  February 2014 - November 2016•  Bangalore, India

Provide exceptional voice support to customers, addressing inquiries, resolving issues, and ensuring a positive customer experience. Act as a mentor and resource for junior voice support representatives, assisting them in handling challenging customer interactions. Handle escalated customer issues with professionalism and ensure swift resolution.

Customer Service Representative

WS Retail Services Pvt. Ltd. (Flipkart)•  July 2011 - August 2012•  Bangalore, India

Provide exceptional voice support to customers, addressing inquiries, resolving issues, and ensuring a positive customer experience. Handle escalated customer issues with professionalism and ensure swift resolution.