Bain and CompanyWorked on running a process diagnostic for a major healthcare companyAnalyzed the findings and benchmarked it with global standardsProposed process and system changes to bridge the gaps and improve the efficienciesOmkar Power and IT SystemsBuilding the digital GTM strategyBuilding the sales team, hiring, operationalization process, lead generation, scaling sales performance.Setting up CRM system, Customer success and Instrumentation.

Played a pivotal role in establishing Solace Homes interior company.As part of the founding team, I contributed to shaping the company’s design philosophy and operational framework.Setup CRM system, managed Social media campaigns, experimented with different lead generation models

To lead the Post Sales Service Experience.Ensure that the customer gets all the services that are promised as part of the subscription plan.Ensure that all customer queries are responded to within the TAT and great CSAT.Help in retention of the customers through timely delivery of services and intervention.Ensure that the team has access to appropriate tools and systems to serve the customer better.Work with product team to design the internal systems and process to deliver quality experience.Be the voice of the customer, help in shaping the processes and the product experience.Build processes to remove friction and ensure smooth functioning of business.Hire and train the team to meet the needs of a growing team.

Own the digital health operations processBuilt process for smooth onboarding of providersIntroduced CRM for documentation of support interactions, reporting and analysisSetup escalation matrix and process to handle customer escalations followed by root cause eliminationWork towards continuous improvement of agent and BOT performance along with CSATVoice of Customer meets to bring the customer needs in-front of the leadership

Created a centralised Support structure.Built a metrics driven support organisation.Built process to handle all tech bugs and features through Jira.Transitioned from Whatsapp based support to Chatbot support.UAT and launch of an internal chat tool, writing requirements for future releases and setting up the process.Optimised the existing support process and improved the customer experience.Managed customer communication for new product releases.Drove NPS collection, analysis and implementation of the feedback.

Manage all Customer Support TeamsEnsure the customers are given a word-class support experienceEnsure the efficiency is constantly improved through process improvementConstantly work towards improving all support metricsEnable support teams through updation of toolsEnsure support personnels are acknowledged through Rewards and RecognitionEngaging with Leadership and Stakeholders on all support related issuesCustomer Satisfaction score moved from 63% to 93% for the Doctor Experience.Customer Satisfaction score moved from 66% to 90% for the Patient Experience.

Building a robust Doctor Experience teamBuilding processes to ensure compliance and qualityWorking on constant Process Improvement Building IDP for all team levelsEngaging with Leadership on support related issuesWorking with Product, Engineering, Marketing and Sales stakeholdersSetting up teams to manage all levels of escalation

• Manage diffenet processes where Patient experience is involved.• Ensure customer issues get resolved fast with accuracy and quality.• Constantly work with product and share customer insights and help improve the product.• Constantly work on process improvements to reduce operations dependency.• Ensure skill improvement for direct reportees.• Ensure all escalations have R.C.A done followed by a fix.

• Own 4K+ customer accounts who use Ray SAAS. • Ensure Product adoption through timely intervention. • Manage customer subscription through renewals. • Manage cost per renewal through process improvements.• Provide feedback on product improvements.• Engage with marketing team and manage customer communication.• Engage with training teams and help build new training requirements.• Provide support through remote services and handle customer escalations through CAM.• Manage customer relations through CAM.

To be the complete owner of the User experience for allotted product(s) and services.To manage all feature requests for the above products as per the standard process, including engaging with customers to offer work arounds, understanding the problem statement and offering statistical & analytical insights to Product team with regards to the products/ services.To liaise with the Product team on upcoming releases and features, assessing UE readiness for the same, designing SOPs for handling new service requests arising from these releases.Release management - Ensure each release follows the agreed protocol and manage the release from UE side - including handover of training requirements to L&D, changes to policies/terms and conditions as required, assessing impact of releases on customers/ users, framing responses for possible blow up scenarios and veto releases based on customer impact and/or UE readiness.Manage policy exceptions for the above products/ services as they arise and frame SoPs for future handling of these exceptions.To ensure Root cause analyses of Severity 1 issues and major disruptions to user experience and drive action plans leading to permanent solutions for the same. To conduct regular surveys aimed at understanding the customer/ user behavior, acceptance of the product/services and overall satisfaction with the product/ services.To drive strategic projects aimed at improving the adoption of above products/ services or their individual features.To manage vendors for associated products, audit vendor performance and manage cost.Manage a team that takes care of company wide escalations.Manage a team that takes care of all payments for internal products.Manage tablets supply chain and set the necessary process for services.

• Ownership: As a Business Support Specialist I have a proven track record in ensuring that all required services for EMEA Commercial/Client/Consumer products launches are accurate and launched in accordance with their SLA’s • Dealing with Complexity: I played a key role in developing solutions to create the complex Domino Tasks required for the successful integration of several strategic M&A’s. Programs included Kace, Compellent & Force 10 o Worked extensively on complex NSI program PSP OEM (PE/PV)o Worked on deployment offers• Relationship Building: A fundament part of my role is to create and develop successful relationships with a cross functional, global extended team. Daily interactions include GOMD, Accounting, Costing & Pricing Teams• Projects/ Initiatives: I played a key role in a global initiative/Project called: Lob Service Plan Continuous Operations, whereby selected members of the SSR team directly engage with the Global Services Marketing team to resolve/ prevent ongoing quality issues contained within the Global Services Offer Plan Document .This initiative proved successful with a significant reduction in errors recorded from Nov 2013 – July 2014.• Training : I played an active and often lead role in training and assisting new hires within the team • Continuous Improvement: o Worked to update and revise the EMEA process library.o Worked on developing a GSOP checklist with EMEA Accounting teamo Helped develop a macro to auto assign option codes to new skus• Flexibility/Team Work: My role required flexibility and ability to support the team when required o Workied as a backup for NSI Colleagueo Act as cover for team members, illness, leave etc.

• Improving customer experience : As a Technical support specialist I held Key role in providing prompt resolution for customers technical issue and ultimately improving customer experience o Other factions included:o Meeting sales targets ( converting tech issues into sales opportunities)o Tracking quality datao Escalation managemento Coaching /training new hireso Creating and Publishing weekly reportsMentored new hires for two months