Disha Juneja

Owned in-house email and phone customer support process( Vendor Managed) for Olx India with approx 100+ team members including support staff. Successfully handled multiple resources by prioritising tasks, coordinating with stakeholders, and ensuring optimal utilisation of available manpower, tools, and budgets. Known for maintaining efficiency while balancing quality, cost, and timelines. Managed and mentored a team of Customer Success Assistant Managers/TL and other support manager/ leads, setting performance goals, conducting reviews, and building high-performing, customer-centric teams. Acted as the senior escalation point for critical customer issues, driving timely resolution and strengthening executive-level relationships across teams( vendor and in-house) Partnered cross-functionally with Sales, Product, Legal, and Support to align customer feedback with roadmap priorities and drive continuous product improvement. Designed and executed onboarding, adoption, and lifecycle management frameworks to reduce time-to-value and improve customer outcomes. Led renewal and expansion motions in collaboration with Finance,Sales, product and contributing directly to revenue growth and account expansion. Developed scalable processes and reporting dashboards to improve operational efficiency. Presented customer behaviour insights and performance reports to leadership, influencing strategic decisions Owned recruitment, training and quality for the process to ensure smooth running of the business and ensured continuous process improvement by raising the bar.

OLX

Managed a customer service process Handled projects including Outbound conversion, VKYC, compliance management Led a team of up to 65 associates/SMEs Devised processes to increase profit levels Ensured effective People Management Coordinated with compliance and IT for innovation Supervised operations staff Handled customer and client issues Developed systems to improve operational quality Analyzed key performance metrics Directed initiatives for work environment improvement Reduced bottlenecks through training and coaching Planned schedules and delegated assignments Mentored team members for professional development Made hiring recommendations Supervised day-to-day operations Evaluated employee performance and provided feedback

Amazon

Managed US medical insurance service providers Handled Daily/Weekly Reporting and AR conversion

IKS HEALTH

Handled SME governance Managed quality Drove conversion rates Coordinated with management for sales targets Managed performance management

SG Global Support

Led technical sales team Developed process SOPs Achieved sales targets Trained associates Assisted in recruitment Managed productivity metrics Monitored calls

Live technician

Audited calls for quality Guided team in sales and quality improvement Conducted team huddles and QA sessions Addressed process knowledge gaps

The phone support

Assisted UK customers with new accounts Cross-trained on customer service Led team training for new hires Acted as HR point of contact Managed team in absence of leader Received awards for best NPS

Genpact(GECIS)