Ajay Nambiar Email and Phone Number

Won CX CEO of the year , CX team of the year (2022 and 2023), Responsible for PYP business P&L (800 cr sale generated) ; CSO for M3M and Smartworld - responsible for 1$ billion in collections , CSAT and NPS are the highest across industries, customer brand custodian from booking till possession and beyond (entire customer lifecycle) built the worlds first RE customer experience lounge with 5 star F&B service ; built the first in india networked community app for M3M and Smartworld owners , established Privileged desk for Uber HNI clients. Lead a leadership team that is unparalleled in the global Real Estate CX space - over 700+ years of experience

Responsible for cash flows , customer experience ,facility management , CSAT and NPS , ISO certified processes , won the best CX team of the year award

Won CX team of the year 2017, Responsible for managing the customer (HNI) experience and engagement through the life of the project delivery and beyond (facility management)• Lifecycle Management : Multi channel customer interaction from sale till handover• Collections : USD 500 million per year collections to ensure cashflow needs of the company are met. Process diligence in Invoice triggering, follow up calling, delinquency management, payment reminder and notice execution.• Handover : 1000+ residential units (apartments, villas) handed over across India (first for Emaar MGF) during the incumbents tenure• Process driven organisation: Collections, Relationship , Documentation , Multi channel contact center for Sales Lead management and Customer interface management• Quality benchmarked and certified: ISO 9001:2008 and ISO 10002 certified Customer Service operations and ISO 9001:2008 certified Facility Management Operations. Cross functional team certified in 6 sigma Yellow Belt• Process improvement focused : Performance measures benchmarked; Turn Around Time (TAT) defined and improved across functions; automation in documentation and communication • Facility Management (FMS) : Inhouse FMS team operationalised with benchmarked processes, self sustaining business model to handle the transition from project to RWA

responsible for managing the lifetime experience of members over 25 years of membership. Key deliverables included• On boarding: that includes ensuring all members are contacted on sign up, welcome kit sent, documents digitally archived • Relationship management: From handling queries to making reservations requests to planning holidays, member meets, blitz etc both in India and abroad (dubai, Kuwait)• Member Relations Center: Setup a 100 seater multi channel, multi lingual center in Chennai to handle all inbound, outbound member interactions. Setup a Query Resolution Cell to ensure resolution with TAT of all interactions across functions and locations.• People: Spread across 12 branches in India and Abroad, one is responsible for managing the performance and development of Divisional Managers and Regional heads at branches and a 100 seater Member Relations Center in Chennai.• Processes: All key processes are documented and ISO 9001:2000 certified. Root Cause Analysis is another key driver for continuous improvement that has been initiated across Member Relations• Leadership: Key member of the leadership team and singularly own the customer database vault.o First holiday company in the world to be COPC certifiedo Launched 6 sigma as a process improvement tool across the company – 23 team members were trained and certified for Green Belt programme across the company. 9 successful projects completed.

Responsible for building a strong indian content repository (languages portal) and leverage yahoo's reach to launch new media (video's , reality shows etc)

launched india's first broadband portal - sifymax, mobile short code was amongst the top 4 in india;relaunched a revamped sify.com website that was faster and created using the best of technology

Roles and Responsibilities:• Responsible for managing the National Customer Care function for Dialup, Broadband, Iway, Enterprise Services, Education Services, Interactive Media Business Units.• Set up National Customer Care function with National Interaction Center & Regional Call Centers.• Outsource Call Centers & National Customer Care function (non-call) to ensure top service norms.• Responsible for leading, motivating and controlling a team of 6 Managers and 375 associates.• Handle over 200,000 interactions per month (voice, web, email and chat).• Handle retention revenues activities, which accounts for 80% of revenues for the Dialup and Broadband Business Units.• Responsible for documenting and implementing the processes for the National Customer Care.• Responsible for Telesales for new business acquisition and shifting customers up the value chain.Achievements:• First Customer Service organization to be ISO 9001:2000 certified.• 6-sigma project implemented resulting in reducing inbound calls by 35%, improving agent productivity by 100% and a saving of $80000 per annum. 4 Fast track projects also implemented.• Defined and implemented the Standard Operating Procedure for CustomerCare.• Achieved retention targets consistently - currently at $1.8 million/quarter.• Implemented Oracle CRM and Call center for a 360-degree view of customer interaction.• Quality of Service benchmarked against PROSCI/TARP standards and standards exceeded.

Roles and Responsibilities:• Responsible for taking care of all customer care, customer support and billing activities.• Lead, motivate & control a team of 26 professional handling customer support/ billing activities.• Manage effective call handling of 1000/day (approx) in Maharashtra & Goa except Mumbai.• Responsible for ensuring that call answering and resolution standards are as per standards.• Handle data recording, analyzing, implementing & query resolution standards adherence activities.• Resolve all billing related issues both pre and post bill cycle.• Liaison with other departments to resolve subscriber related issues.Achievements:• Achieved a 98% service level & a reduction in average talk time from 8 to 3 minutes.• Achieved a 95% call resolution immediately, and 99% within 24 hours.• Setup the Query Resolution Team (QRT) to resolve queries within the guaranteed time frames.• Achieved the targets for 3 consecutive months and was commended by the M.D.• Achieved Rs.2 crore in collections through focused tele-calling activities.

Responsible for operations , revenue (room) and improving ARR and occupancy (during off season) apart from selling the location as a destination to Travel Agents from across the country

Responsible for managing the operations of one of the oldest properties with the Sterling group, apart from being part of setting up the processes and operations for the first FIT property of the group in Ooty

was part of the team that was instrumental in moving from a manual to computerised reservation and hotel operations system.