Karan Arora

Managed escalations and monitored junior agents’ actions on customer accounts, ensuring compliance in resolving issues via Jira Service Desk. Analyzed unusual activity reports for 50+ accounts daily, achieving a 99% satisfaction rate. Mentored agents, reducing errors, and launched a buddy training program, improving team efficiency by 15%. Exceeded SLAs and KPIs via process optimization.

Identified and engaged potential customers through cold outreach via calls, emails, and social media. Qualified leads by understanding customer needs and aligning them with Volopay’s solutions. Collaborated with sales and marketing teams on targeted campaigns, maintained CRM accuracy, and drove pipeline growth, contributing to revenue generation and business expansion.

Managed complex import documentation for ICT equipment, reviewed sanction letters, and conducted policy analysis. Finalized letters of credit to ensure secure transactions and supported cash flow management. Gained expertise in procurement and budget distribution across departments, contributing to operational efficiency and financial stability.

Led projects to optimize Cadbury’s post-COVID distribution and expand Perk chocolate in rural India. Addressed supply chain issues, billed 80% unbilled outlets, and collaborated with suppliers for data insights. Presented daily reports to the North India Sales Operations head, highlighting ground-level challenges and solutions, driving operational efficiency and market growth.