Muqeet Khan M

• Spearheaded the expansion of the support team from 20 to 34 agents, and the sales • team from 0 to 11 agents within six months. • Optimized the sales vertical workflow, driving a 5x increase in monthly revenue • (from 4k to 20k) through rigorous monitoring and process improvement. • Successfully transitioned the support window from a 9-hour (10am-7pm) to a 12- • hour (8am-8pm) coverage model, ensuring 100% SLA adherence during peak scaling. • Directly monitoring performance metrics for over 45 personnel, including team • leaders, assistant managers, quality assurance, and trainers. • Built and implemented the foundational SOPs for the PlatiniumRx-Maxicus data • exchange, reducing TAT and communication gaps.

-Final actions & resolution for high-level escalations to the Level-1 internal team. -Coordinate with Corporate Managers & Account Managers for smooth SOPs & matrix flow. -Action to the flow with final & resolved calls to Customer Support, Inside Sales, Tech & Ops team. -The InTAT closure & direct updates to B2C-Operated & B2B Corporates with the process matrix. -Align Providers & Vendor packages, additional costs & slots capping & coordinating with the Providers & Network Managers. -Live dates weekly to monthly summaries of the OKRs analysis & ensure the achievement of projected targets. -Streamline operational efficiency by identifying areas for improvement by automation and proposing actionable solutions.

- Lead a team of 10 teams having 111 members pan India for the digital marketing pre - product launch campaign. - Generation of 28,000 users in a period of few weeks from pan India. - Worked with the data analysis team, for Google analytics and social media campaigns. - Managed customer services & operations. - Typical focus on the financial & inventory aspects of the company business. - Customer satisfaction through CRM. - Responsible for the smooth operations of the Central team.