As the Head of Customer Experience, I am responsible for leading the development and implementation of strategies that enhance the overall customer experience and drive customer loyalty. I leverage data insights and customer feedback to identify pain points and opportunities for improvement across all touchpoints and channels, and work cross-functionally to drive changes that positively impact customer satisfaction, retention, and advocacy.*Supervise, train, and mentor a team of… Show more As the Head of Customer Experience, I am responsible for leading the development and implementation of strategies that enhance the overall customer experience and drive customer loyalty. I leverage data insights and customer feedback to identify pain points and opportunities for improvement across all touchpoints and channels, and work cross-functionally to drive changes that positively impact customer satisfaction, retention, and advocacy.*Supervise, train, and mentor a team of customer service representatives, team managers and team coaches. *Develop and implement training programs to enhance team performance and customer satisfaction.*Conduct regular performance evaluations and provide constructive feedback.*Ensure the customer service team provides prompt and accurate responses to customer inquiries via phone, email, chat, and social media.*Handle escalated customer issues and complaints, providing resolutions in a timely and professional manner.*Monitor and analyze customer service metrics to identify areas for improvement.*Develop and implement customer service policies and procedures to ensure consistent service delivery.*Identify and address gaps in service processes and suggest improvements.*Stay updated with industry trends and best practices to continually enhance the customer service experience.*Work closely with other departments (e.g., sales, marketing, product development) to ensure customer needs are met and to provide feedback for product and service improvements.*Collaborate with the IT department to implement and maintain customer service software and tools. Show less

Airlift was a unicorn in startup ecosystem. Hired and managed a team of 100+ customer service associates and lead the whole support function for PK and SA market. Lead the contact centre both operationally and strategically and built it from the scratch to make sure customer success. The CX team included both inbound and outbound team.* Managed the contact center infrastructure by coordinating with different strategic partners. * Managed all the KPIs and keeping them up to the… Show more Airlift was a unicorn in startup ecosystem. Hired and managed a team of 100+ customer service associates and lead the whole support function for PK and SA market. Lead the contact centre both operationally and strategically and built it from the scratch to make sure customer success. The CX team included both inbound and outbound team.* Managed the contact center infrastructure by coordinating with different strategic partners. * Managed all the KPIs and keeping them up to the mark.* Look for customer pain points and revamp the current processes to make sure customer success. Maintain all the SLAs.* Capacity planning and make sure the right amount of headcount is hired and maintained. * Arrange motivational sessions the team to keep the team motivated.* Coordinating with cross functional teams specially product teams to improve the current processes and ensuing customer/Partner success. * Lead the T&D function of the CX team.* Controling the customer churn by managing a team that collects the data of pain points. Show less

Managed Email and Chat team of over 100 resources who provided support to customers of Foodora APAC. The JD is mentioned below.Lead a team of 50 plus employees who provided support in different timezones.*KPI Management*Strategic Management*SLAs Management*Workforce Management*360 degree recruitment and Payroll Management*Process revamping. *CX Policy making.