Poorva Gupta

Responsible for the growth in the Parking solution category and for having a measurable impact across the Delhi NCR region using a combination of strategy, planning, stakeholder management, contract management, and data-driven decision making. Accountable for improving parking experience for our Corporates like Samsung R&D center, Candor Tech Park (G1, G2, N1, and N2), Cyber Hub Gurugram, Spaze Edge, Orchid Business Park, Smart works, Super tech E Square, by collecting insights, understanding pain points, and designing & implementing processes & campaigns that help elevate Park+ as the preferred platform of choice for our clients. Collaborate with multiple cross-functional stakeholders like Supply Chain, Sales, Logistics, Installation, Safety, Quality, CRM, Technical, and installation teams to ensure all decisions are coordinated and timely executed. Conceptualize and set up additional revenue streams for existing business. Define action plans that resolve issues and drive continuous improvement. Aggressively experiment and innovate on various product hacks, process innovations, and communication cadence to continually improve the parking experience of our clients. Solve business challenges through operational excellence based on robust analysis. Take big picture ideas and break them into actionable steps. Plan multiple projects (across stakeholders) and have the ability to execute in a constantly changing, complex environment with minimum TAT. Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed. Review Gap Analysis of key metrics in comparison to plan figures and come up with a mitigation plan for potential observed gaps to improve the quality of our product and services.

Involved in Problem Identification, Individual Counselling, Product Quality and Product Usage Training, and Solution Providing. Managing 300 customers individually and working towards attaining utmost client satisfaction to help the organization and the marketing team to generate new leads. Spearheading customer engagement throughout the program encompassing customer onboarding, satisfaction, retention, and expansion of footprint in Online Learning Space. Leading end-to-end customer service operations for differentiated customer experience with attention to customer comments and feedback and translating requirements into actions. Maintaining a track record of program status, priority cases, and other risks involved in facilitating health checks in coordination with internal & external stakeholders. Identifying process enhancement opportunities and innovating new methods for increasing customer satisfaction. Furnishing comprehensive end-to-end support to the customers in collaboration with the Sales, Account Management, Marketing, Product, Engineering, Finance, Learner Services, and Legal Teams. Inculcating the customer-centric approach by ensuring the organization’s benefit, reducing the number of escalations reaching senior management, and managing the SLA defined by the organization. Spearheading customer journeys for never felt before customer experience, leveraging digital solutions and benchmarking market practices; developing & implementing standard operating procedures and enhancing service quality. Drafting and submitting dashboard/report to Sr. Management, Board, Compliance, and Risk Team. Identifying triggers for customer dissatisfaction for all channels, building capability to drive customer-first agenda & augmenting people capabilities across channels.

Mentored a team of 60 in Healthcare Vertical for Claim Adjudication Services to a Fortune Global 500 company. Built high performing teams that excel in delivering business value with high morale & low attrition; hiring, mentoring, leading, training & monitoring the performance of the team for maintaining operational excellence. Managed inventory fundamentals to meet the client SLA and addressed client escalations within the turnaround time. Coordinated training programs for Process Associates on Self-Development and Skill Development. Developed & implemented client service strategies that will increase sales while providing a positive experience for all clients. Took ownership of customers issues and following problems through to resolution. Maintained high discipline and norm adherence, coordinating with superiors for cross teams and innovative suggestions to improve operational functioning.