Padmashree Rao

• Was part of the core team to build the organization - People, Process, Strategy, and execution.
• Played a key role in setting up cadences and business metrics for the IT services wing and IT Sales Function.
• Closely work with the CEO and Investor to understand and formulate the business plan for the upcoming quarters and years.
• Tied up with WTC Pune to enable our sales to reach international markets.
• Key role in setting up interview-as-a-service process and SPOC for all client interactions for the US markets.

• Enabling super-prioritization of the founder's time. Cultivation of excellent working relationships with the functional heads in the team and contributing intellectually to problem-solving and getting the work done.
• Establish and own a proper MIS process and reporting cadence.
• Manage investor relations and aid merger and acquisition initiatives.
• GCC Super app - was appreciated by the management

• 5 avenues - Process, People, Performance, Planning, program management, and Projects.
• Spearheading operational strategy, aligning deliverables to program outcomes, and supporting implementation activities using change management approaches.
• Developed and implemented strategic plans for the executive team to achieve organizational goals.
• Coordinated with internal departments and external stakeholders to ensure successful execution of projects.
• Managed communications between the executive office, senior leaders, and other staff members.
• Overseeing large, often cross-functional, organization-wide projects or initiatives. Bringing together multiple stakeholders and helping drive decisions. Researching, benchmarking, analyzing data, and making recommendations. Creating systems and processes to streamline operations.
  Leading annual strategic planning for the company. Creating and updating dashboards for reviewing key performance indicators.

Define what customer experience is for the online gold loan sector.

End-to-end design, implementation of customer experience metrics, and driving business rigor to achieve the same.

Work closely with product teams to ensure app development of customer experience function.

PRD creation, usability testing, beta version testing, and pilot groups' success measure, and launch of all features on customer application.

Leverage data and analytics to gain insights into customer behaviors, preferences, and pain points. By analyzing this data, they can identify areas for improvement, track the effectiveness of CX initiatives, and make data-driven decisions to enhance the overall customer experience.

• Created monthly reports for senior management summarizing operational performance metrics.
• Initiated new projects that resulted in increased productivity across all departments.
• Analyzed customer feedback data to develop action plans for improving services offered.

Responsible for all new roll-outs, expert in handling change management - PROSCI Certified. Handling a team size of 39, with zero attrition during 1.5 years of my tenure.
As part of my COE journey, I have done process redesigns on SOPs and knowledge assessments (Dec Avg). 40%, Sep Avg. 84%. Introduction on Online induction for front line workforce - MS Kaizala, Workplace by Facebook, etc.

Sales Training

• Productivity increase in 57% of sales executives which increased 40% of push sales, contributing directly to the revenue ( Field sales)

• Impact :

• 52% movement of Low performing sales executives to high bucket in push sales during Premier League - Gamifying technique

• Lead Conversion : 10 Sales Executives have moved up by 70% to 76% and remain constant during the quarter • Fixed Term sales- 15 employees have moved from Avg 19 to 34

• Revenue Growth : 77 Rs/ Executive increase by low performing sales executives Customer Service Training

• Absolute increase in customer addition from 345 to 951 in span of 6 months ( Mar : 345, Dec : 951 ) E-Learning

• Transformed ILT to complete Interactive online vernacular content

• Complete online content building for Sales, CC&R on LMS Platform: Nittio

MANAGER – TALENT ACQUISITION

• Have hired 900+ candidates, with the Average TAT of 29 days, by handling a team of 3 recruiters

• Handled IT recruitment and managed the complete recruitment life-cycle.