In service industry with 6+ years of experience in customer life cycle management, Contact Centre operations and sales. Proven track record on customer management, operational excellence, and sales. Earlier associated with corporates TATA Tele Communication, Future Group limited (Associated with Multiple brands i.e., Big Bazaar, Brand Factory, Central, HomeTown, Koryo, Fixed Deposit, Lee Cooper, EasyDay, Future Supply Chain Management).
- Specialities: Tech / Help / Service desk delivery Operations (L1 & L2), Planning, Strategy and Execution, Large Scale People management; Vendor Management
- Multiple channel customer interaction from walk-in to Sale till handover.
- Experience in leading customer service function and service delivery for retail store.
- Plan and track schedules and timelines for execution of operational plan.
- Set benchmarks on critical areas to achieve month on month improvements.
- Direct and Monitor execution of customer enhancement programs & improvise last mile customer interface.
- Designed and launched latest CRM Technologies leading to efficiency in handling customers and optimisation of resources
- Successfully ran insights driven campaigns with impressive NPS improvement programs.