Pooja Kumari

As an Assistant Operations Manager, I approach every challenge with a determined and accountable mindset, particularly in complex post-sales environments. My ambition is fueled by a curious and resourceful drive to meticulously analyze issues and architect ideal, lasting solutions for continuous improvement.

Experience

Assistant Manager - Post Sales Operations

Spinny · Aug 2025 – Present

Not yet confirmed

• Directed post-sales operations supporting 16,000+ monthly customer cases.
• Provided operational leadership to 4 SMEs, 1 QA, Team Leaders and operational support for ~75 CAMs.
• Improved resolution rate from 86% to 92% and reduced TAT from 4 to 2 days; maintained 97% Quality Score and 75% CSAT.
• Managed RC Transfer, RTO Updates, Insurance Transfer & Claims, Challan Clearance, FASTag, HSRP, PUC, legal and leadership/social media escalations.
• Developed SOPs, coaching plans and Al-enabled responses for repetitive customer queries.

Assistant Manager - Operations & Post Sales

Vutto · Sep 2024 – Aug 2025

Not yet confirmed

• Oversaw the lifecycle of pre-owned two-wheelers from procurement and refurbishment to customer delivery.
• Streamlined RTO receipt generation, ownership transfers and regulatory clearances; implemented proactive customer updates and service reminders to improve customer experience.
• Onboarded and managed vendors for documentation updates and compliance.
• Tracked vendor budgets and performance through dashboards.
• Managed end-to-end P&L from procurement to disbursal.

Senior Team Lead

CARS24 · Apr 2024 – Dec 2024

Not yet confirmed

• PROFESSIONAL SUMMARY
• Accomplished Team Leader with 4 years of experience in Operations at Cars24 Financial Services.
• Expertise in team leadership, process optimization, and delivering exceptional customer service.
• Proven track record in process improvement, cross-functional collaboration, and achieving operational excellence.
• Committed to exceeding targets, enhancing productivity, and maintaining a customer-centric approach.

Team Lead I

CARS24 · Apr 2022 – Jun 2024

Not yet confirmed

• • Work with the Team Manager/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and scribing for interviews.
• • Set targets for the team.
• Ensure target achievement adhering to Service Level Agreements.
• • Conduct regular briefings for the team to discuss performance, Organizational policies and process updates.
• • Ensure strict adherence to compliance.
• Conduct Quality Audits for the Team on a regular basis.
• • Provide efficient leadership to the team, manage attrition rate within target levels, Ensure high levels of motivation among the team.
• • Prepare development plans for every team member with a suitable plan of action.
• Counsel team members, whenever required.
• • Ensure daily Schedule Adherence.
• Answer queries raised by the Client & Advisors related to the process.
• • Monitor performance for all Advisors on a monthly basis.
• Convey feedback received from Quality to all Advisors.
• • Conduct regular briefings for the team to discuss performance, Organizational policies and process updates.
• • Plan and impart necessary process- related training to the Advisors, where necessary.
• Ensure that Clients are aware of any issue and concerns.
• • Need-based escalation of decisions and ensure proper follow-up of the same.
•  Received Award for Living by our values.
•  Received Award for Rockstar of the Month.
•  Received outstanding rating in Appraisal.

Senior Associate

CARS24 · Jun 2021 – Jun 2022

Not yet confirmed

• 1.
• Lead E-SIGN and V-KYC Project in CARS24 as NBFC to execute all customer disbursal 100% digitally.
• 2.
• Loan Repayments - Ensuring successful registration of NACH (EMI) for repayments.
• 2.
• Managing Customer’s PD and doing Video KYC along with taking their official eMail confirmations.
• 3.
• Updating Google sheet, sharing FTD, MTD and closing escalated cases within TAT.
• 4.
• Ensuring the TAT - Ensuring balanced TAT of disbursal from login to final disbursement for customers.
• 5.
• Customer's Feedback - Ensuring the team is handling and providing resolution to customer grievances leading to better experience for the customer.

Operations Executive

CARS24 · Dec 2020 – Jun 2022

Not yet confirmed

• • Managing Customer’s PD and doing Video KYC along with taking their official eMail confirmations.
• • Setting up their eNach mandate for EMI repayments after loan disbursement.
• • Managing and updating Google sheet along with checking the status of the cases done by the team.
• • Sharing daily, weekly and monthly report to the management.
• • Closure of all escalated cases within TAT.

What drives their work

The Architect

You build robust systems and processes that drive operational excellence and customer satisfaction.

Pooja's superpower

You excel at transforming complex, manual operations into efficient, scalable, and customer-centric systems.

How Pooja works

You are best suited for roles that require a blend of operational expertise, process optimization, and a strong focus on customer satisfaction within dynamic environments.