Megha Nakra

CURRICULUM VITAE MEGHA NAKRA Phone no. - Address: Lower Silesia, Wroclaw, Poland- PROFILE 12 years of professional experience in proactively identifying gaps or conflicts in existing process framework, develop scalable solutions, influence decision-making with senior-level executives, and work to win consensus across the organization. Educational Qualifications BTS (Bachelors in Tourism Studies) from Indira Gandhi National Open University. Six sigma trained, working knowledge of quality tools Trained on Airlines reservation system- GDS-Galileo Languages: Fluent in English and Hindi (written/verbal both) Technical Qualifications Proficient in Ms – Excel, Ms – Visio, Ms – Word, Ms – PowerPoint Working knowledge on various CRM’s & booking tools: Microsoft Dynamics-Great plains, Talisma, Mid Office, Navision, Plex-Hypertech, Sales-Force Dec 2016-Jan 2018 Goomo Holdings Services India Private Limited- Travel Tech Company Job Title: Senior Manager, Business Process Excellence & Quality Job Responsibilities: ● ● ● ● ● ● Jan 2012-Nov-2016 Definition of all business processes - online and offline for all product offerings on B2C Defining the specs for CRM and CRM implementation Set up customer service process/plan and ensure exemplary customer service scores. Ideate solutions to customer effort/pain points and liaise with different departments to fix issues/procure new tools/create processes, etc to ensure resolution. Managing Customer satisfaction & Net promoters score’s − Define the CSAT processes & strategy in line with the org strategy − Implement CSAT mechanism for all products − Delivery on NPS Targets from contact center (+20)" Delivery on Call quality targets of 85% for all products Outsourced Partner Management: Set up processes at outsourced partner location and ensure adherence, Mystery Audits at partner sites, managing the call quality and customer experience by partners. Yatra Online Pvt. Ltd – Travel Ecommerce Company Job Title: Senior Manager, Business Excellence Job responsibilities: Business Process Management: ● ● Documentation of org. wide policies and procedures (As is and To be business processes, create execute and maintain an - AS IS" to - TO BE" Roadmap) for all functions like Sales, Service/ Customer service, Finance, Product, Marketing, Marketplace etc Business Process Audits (mystery, in person, data audits) Customer Experience Management & Improvement: ● ● Conducting CSAT (customer satisfaction) surveys for internal & external customers, Driving NPS (Net promoters Score) to continuously improve processes Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction/ NPS scores and enhance operational efficiencies ● ● Route cause analysis of customer complaints received at Level 1/2/3 on website, Yatra face book /twitter page and consumer forum websites and ensuring correct resolution within stipulated TAT by the teams Continuously evaluate the UI(user interface) for improving customer experience New Product launch readiness Outsourced Partner Management Business Process Management at Retail & Channel Partners People Management- Managing a team size of 6 and its overall functioning Key projects/ Initiatives: 1. Improved the repeat buy ratio for Holidays business by 15 % − Implementation of CSAT to measure VOC- product pricing came out to be an outlier − Launched Price match as a practice to convert leads with pricing issues and Rolled out Ecash - for customer retention 2. Reduction in customer complaints – streamlining and automations of Contact Us / complaint management system from website − Implemented level 1/2/3 complaint segregation and management of complaints basis priority matrix and implemented escalation matrix for high priority complaints and resolution TAT. Automatic triggers/ notifications implemented when the complaints graduates from one level to next. 3. Domestic Holidays Web-leads conversion increment − Process Automations: Automated follow up process thru Dialer along with automated sms / emails in event of non connect with the customer via CRM, Dialer priority matrix defined ex: Dialer to connect payment follow up’s calls 1st vis-à-vis regular follow ups 4. Online payment reject- conversion increased for Flights Business − Implemented PRQ (payment reject queue) for all online payment failures and implemented sales process – manually 1st and then automated the same via dialer, improved the sales conversion by 50% for all online bookings that did not go thru due to SAPG(stand alone payment gateway) failures. Avg: connect 700-800, conversion as on-, 65% 5. Reduction in TAT for overall Payment process and increase sales conversion for Holidays & flights business June 2011- Jan 2012 Sistema Shyam TeleServices Ltd - Mobile TeleSystems a subsidiary of the Russian mobile operator MTS Job Title: Deputy Manager, Business Excellence Job Responsibilities: ● ● ● ● ● Handling Business Process Documentation and Improvements. Documentation of functional and cross functional processes, KPI’s, SLA’s, Training of role holder’s/process owner’s on the processes Monitoring the process health during process-quality audits at circle/zonal/region as well as corporate level. Documentation of business processes for Sales & Customer Service Delivery verticals to be implemented at: − Branded Retail Stores − Enterprise Business − IT − Modern Trade − Regular/Channel Sales Feb 2008- June 2011 Centum Learning Ltd- Corporate training Company Job Title: Deputy Manager Business Excellence Job Responsibilities: Sep 2005-Feb 2008 ● ● ● ● Define, measure and support processes from various locations Creating SOPs /CTQ / Audit Evaluation Matrix Identifying & Defining KPI Dashboards to monitor performance Identifying Improvement areas (financial & non financial) and ensuring business profitability ● Analyzing Dept. wise PONC (Price of non conformance) and show measurable improvements. Vertex India Customer Services - BPO and Customer Management Outsourcing solutions Job Title: Quality Analyst Job Responsibilities: Process Audits & improvements, Business Process Documentation Feb 2005-Sep 2005 G.M.T. (Global Modern Technologies)- BPO and Customer Management Outsourcing solutions Job Title: Customer Support Executive Professional Reference (s) References are available on request