SILJO SCARIAH

Corporate KRA

• Leading the End to End Delivery Operations for Chowking UAE & Muscat as well as Jollibee Muscat, Asia Kitchen by Mainland China, Haka & logistics of elmart.ae (E-Commerce Venture)
• Engage with all online order aggregators (Zomato / Talabat / Careem / Deliveroo / EatEASY / Etisalat
• Coordinate Business Development activities by ensuring corporate connect for each brand.
• Create strategies with the marketing team to improve sales & customer experience at each level of engagement.
• Engaging with QM to ensure adherence to all delivery safety parameters related to employees, food & last mile delivery
• Engage with Third Party Delivery service providers in order to sustain surges in delivery while ensuring efficient cost management
• Work with the store leadership & above store leaders to ensure efficient delivery process flow
• Manage the in-house Call Center (Unified for all brands) and ensure the SLA's are met
• Direct product flow for delivery and inform management of any delays and challenges and suggest solution

Key Achievements

• Improved brand awareness by monitoring all marketing campaigns and fostering membership acquisitions and business development.
• Managed 90 team members (including Riders, Assistant Delivery Manager, Call Center Manager & across 2 departments and multiple stores
• Streamlined last mile delivery by ensuring Delivery Standard Time & implementation of QMS system for delivery resulting in a growth of over 89% since I took over delivery
• Trained drivers, helpers and support workers in techniques for maximizing efficiency at store level by liaisoning with the corporate training team.
• Integrated new technologies and best practices to improve delivery management.
• Developed strategic growth plans to increase sales and deliveries across UAE & Oman.
• During COVID-19 Pandemic, ensured the team's across all stores were ready to ramp up delivery operations within a very short span of time
• During COVID-19 Pandemic, worked with the senior leadership to support the society with various offers, discounts and FOC products.

Corporate KRA

• With attached strength of over 250 delivery restaurants across India and a total contact center span of over 250+ reps and support staff, I was responsible for the end to end KPI’s of contact center, generating efficiency to reduce operational cost, working with the leadership team to develop exceptional operational matrix & liaison with multiple stake holders at all levels.
• Managed the CRM wing & Digital Marketing aspects (SMS, emailers, Customer segmentation).
• Analyse, strategize, and troubleshoot delivery issues.
• Plan and implement process improvement measures.
• Audit and recommend actions to improve efficiency of every process being followed at Customer Service Centres.
• Work with the group training team leadership and create training content for Pan India Roll out.
• Lead reviews with service providers and present to the senior leadership & CEO office.
• Work with senior leadership to improve the brand image through various channels available at Contact Centre’s.
• Full accountability of the Customer Support Center P&L.
• Efficient management of forecasted volume to ensure minimal or nil leakages in bottom line

Major Highlights

• Successfully led a team of over 250 members, comprising of Associates, Team Leaders, Assistant Managers, Managers and Center Managers.
• Appreciated for using lean Sigma Strategies to weed out the Non-Value Adds in the process.
• Have been instrumental in collaboratively improving the forecasting techniques resulting in better allocation of manpower and reduction of CSC Cost.
• Leading transition of South & West Markets to Call Center (BLR) & improving the efficiency at the store.
• Leading Pan India transition of Call Center within a span of 40 days from one service provider to another.
• Ensured that the drop call % reducing quarterly & the effective revenue loss is minimal due to CC ops issues.
• Created rigorous and comprehensive quality assurance programs to provide timely and quality-based customer solutions/implementations.
• These are being used by franchisees in other Indian Sub-Continent countries also.

Corporate KRA

• Managing a team of Trainers & Quality Analysts & Operations.
• ISO implementation and audits.
• Customer Satisfaction Management & Client/Stakeholder communication management.
• Meetings with all stakeholders (Clients/Franchisee/Third Party) to understand, meet & set expectations.
• Sole responsibility of QMS documentation and ISO certification procedures for the process.
• Introducing process improvement initiatives in lines with set guidelines of BPO QMS.
• Responsible for internal & external ISO audit scores.
• Defining quality parameters and introduction of process improvement plans based on TNI.
• Working with Delivery Excellence team in Bench Marking of the process.
• Regular auditing of all the processes to ensure they are up to date and calibrated.
• Training & development of the supervisory team

Major Highlights

• Ensured that the QMS documentation is in place for the YUM process within the stipulated period of time.
• External auditor found no Non-Conformities during ISO audit (conducted by British Standards Institute) and appreciated the SOP’s stating them as top of the class.
• Appreciated by the Service Delivery Excellence team for the flawless execution of QMS & clearing external audit (from BSI) without any Non-Conformities

Corporate KRA

• Handling inbound, outbound and sales operations for the entire New Delhi / NCR
• Leading recruitment of representatives and Team Leaders, Team Managers & Quality Auditors for the department.
• Looking after, the productivity of Seats and Agent Performance.
• Managing the escalation matrix and monitoring and comparing reports.
• Forecasting the call volume based on YOY, MOM & transactional data.
• Attending call calibration between operation and quality; attending WOW audits.
• Training & development of the supervisory team
• Liaison between all stakeholders

Major Highlights

• Played a supporting role in assisting the parent franchisee to set up a National Customer Service Hub
• Appreciated by the COO for exceptional customer service & flawless operations during peak seasons
• Designed & Implemented outbound activity for Pizza hut to generate extra revenue

• Responding to customer queries on Credit Cards & services.
• Ensuring highest standards of customer care.
• Dispute resolution & negotiations on pending payments.
• Handling escalated calls Major Highlights:.
• Achieved the lowest talk time for the process.
• Facilitated by the quality department for the customer centric approach and retention tactics.

Corporate KRA

• Providing world-class customer service (Amazon.com had best C-Sat rankings).
• To contribute positively towards improving the quality standards in the team and the Project.
• Roving in the team to assist in resolving queries (During 2005 Season).
• To share best practice and to control negative practices with the team so as to make an effort to improve the quality of the entire project.
• Provide support to the team by acting as first line of escalation of customer related queries to accomplish the goal of providing exceptional customer experience.

Major Highlights:.

• Received various Monthly awards for high quality and good performance.
• Worked in Escalated and Premier Queues for 2 Years.
• Appreciated by Quality/Training Team for my performance with the new hire team.