Arnab Bose Email & Phone Number

After Breaking Language Barriers, now Connecting local businesses with qualified workers. Experience of 15+ years in operations and Customer Experience with leading brands across industries. Determines contact centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organisational strategic plans and reviews. AREAS OF EXPERTISECustomer experience // Drive and measure CSAT and NPS // Analyse Customer touch points and identify gaps in Customer journey // Identify opportunities to reduce cost and enhance CX experience // Work with Tech and Product team to create solutions to empower customers in their interactions // Business planning // Problem identification // Stakeholder management // Vendor management // P&L management LEADERSHIP SKILLS: - Strategic thinking and foresight: Create CX strategies in line with business goals and get buy-in from the CEO and CXOs to propagate a customer-centric culture within the organization.- Interpersonal, networking and influencing skills: Charter the Customer Journey roadmap involving all cross functional teams. provide valuable inputs from Customer touchpoints to address gaps in customer journey. Liaise with other stakeholders to work in sync with the customer experience strategy.- Problem-solving and analytical skills: Ability to to see through Customer touchpoint data from various channels and identify potential concerns and extract actionable information. Liaison with cross functional teams for ensuring customer experience gaps do not occur or are resolved efficiently. - Lead the end-user experience: visualize what a customer will experience through each interaction with the brand, across touchpoints and then design the CX strategy and execute CX efforts accordingly.

Listed skills include Team Management, Management, Customer Service, Strategy, and 14 others.