Ajay Kothawade Email & Phone Number

I am a delivery-focused customer service leader with over 15 years of experience in designing and deploying top class customer service practices by building and leading the best teams. I recognise and address development level and skills gap to introduce strategic and tactical plans to help turn businesses around into profit centres. I thrive on connecting and actively engaging with people and am natural at relationship building. This has helped me achieve high-level stakeholder engagement and successful business development. Over the years, I have specialised in mentoring teams to achieve organisational goals and drive change. Recently, I trained around 40 team members inclusive of business leaders on complaint handling (turning customer dissatisfaction into customer delight), reducing customer escalations by 20%, improving word-of-mouth, and pushing the SEO ranking higher. This was part of the organisational change of becoming 'customer centric'. I successfully led the articulation and implementation of the company Vision, Mission and Values, which directly led to a positive impact on the organizational culture. My initiative of integrating customer feedback metrics of NPS, CSAT, and CES into the KPIs for sales consultants resulted in clear accountable goals thereby resulting in an increase in customer conversion by 9%. I started my career in the hospitality industry and since then have worked in multiple customer focused industries and roles, only strengthening my communication and time management skills. I am a certified Change Management Professional adept with multiple project management methodologies including Waterfall and Agile. My expertise extends to financial management and personnel management.I am known to be a fun and approachable colleague bringing a strong sense of cross-functional teamwork and promoting succession planning. I am at my best working and collaborating with others, but I equally enjoy the opportunity of working autonomously.

Listed skills include Customer Service, Store Management, Sales Management, Management, and 20 others.