Director - L2 Support | Welcome calling | Slot BookingHeaded the Level 2 (L2) Support constituting the unresolved /Specialized Queries/issues from L1 on various CX channels : Email, Chat, Voice and various Social Media handles.Director Inside Pre-sales: Managed a dedicated team (Span of control ~500 Associates) for booking Customer trail slots. Input Metric Slot booked, Output metric Class completion.Onboarding (Welcome Calling): Consists of Proactive out bound calling Post Payment onboarding the customer once credits are assigned, taking customer through a guided assistance session of the entire product The Student dashboard the scheduler with an in detailed walk-thru of all the aspects related to class bookings, quizzes, project submission assignment of in class projects, student certificate etc. (Span of control 80 etc.+ Associates, 3 formats, 1:1, 1:4 & No Laptop Combo)Inactivity Process: Managing a dedicated team (40-60 Dedicated Associates) to focus on inactive Customers, who are inactive on the platform and persuading this cohort to book classes.

Customer Experience Strategy :Digital CompetenciesSelf Service Channels & IndexCRMBoTs & New Tech.Svc channel StrategyAutomation indexCustomer Advocacy : NPS (TD & BU) / CSATContinuous Improvement Programmes : Close Looping , Structural Loop.Projects on AI : Awarded Best Automation project for Emails in Aditya Birla Finance and Group Co. Aditya Birla Capital Ltd.

As Lead Cx Strategy: Extensive use of Design thinking for mapping the entire Journey of the customer(CJM) for deriving customer Persona and insights, Key Moments of Truth(MoT). Ideation of any and every touch point for the customer/prospect right from the start. All of this backed by tactful listening to customers(VoC/NPS). Design svc set up for new LoBs and enhance the existing Service Channels, in parallel use Customer analytics to derive behaviour and sentiment.As for Customer experience Management (CEM)(:-Post Strategy) :Mapping key Customer Communications, Enhancing existing tools and People (for ex. CRM, IVR, Call center empowerment) and proposing latest tools ex. AI/ML, OMNI-Channel CRM, Voice Biometric(VBI) etc. for enhanced customer experience, Designing and Running NPS (both Top down & Bottom Up). Summary of Products Handled:I) Fin-Tech : Digital Businessa) ABFLDirect(Unsecured Business & Personal Loans)b) Consumer Durable (CD Loans)c) Cards(smart Prepaid Card)d) Line of credit(LOC) -aggregator based productse) Wallet Based LOC productsf) Payment bankg) Vendor & Channel Financeh) Checkout financeII) NBFC & Housinga) Unsecured(Business,Personal & Doctors Loan)b) Secured lending-Mortgage/LAP/LAS/LRD etc.c) Housing Finance Prime & Affordable Milestones:a) Design & Set Up for Digital Service (Fin-Tech) Frame work for differentiated Svc.b) Mapped the Customer Journey to Ideate key Customer touch points.c) Initiated various Digital transformation- Customer centricity & Customer Advocacy initiatives i) Guided assistance for prospects ii) Self-serve portal iii) VOC collection & at key MOTs iv) AI Deployment v) New Age tools: Voice Bio-metric, Voice BoT,Omni-Channel CRM etc. apart from revamping the existing tools and processes.

 To Ensure CX remains Elevated & at par with the Org. Philosophy for Large Category in terms of Product selection up till fulfilment. Manager -TV’s: Responsible for PAN India Buying of TV’s for all Major Brands from Open Market. Anchored as Central SPOC for Inventory Management - Large-category for inventory Placing & Demand planning.(Coordinating with Central Planning , DC teams and Hubs), Inwarded over 2Lakhs inventory & successfully executed TBBD-2016(Flipkart’ s Biggest Annual Festival). Ensure In-stock, Lead times and Fill rate, for TV inventory across DC’s to ensure CX is met for the Category To handle Business Development, Vendor On-Boarding and Key Account Management of Off-line Sellers (Market Place: Drop-Ship Model) PAN India. Handled Key Accounts of Sellers for Offline to Online Model (O2O) in a First for Samsung Exclusive Stores to ensure CX for Off-line Samsung savvy consumers are met. Understand on-line and off-line players, Ensured Flipkart selection stays well ahead of competition and Consumer Buying experience is exceeded. Improve Customer Satisfaction Metrics for Market Place (Seller Shipment)-Order to Delivery time, Delivery to Installation time, Calls per Unit, Incidents per Unit, and Query to Resolution time, Delivery Breach, Installation Breach, Promise SLA & Net Promoter Score. Own both creation and execution of promotions calendar including special occasions to drive revenue and Maintain B/S Ratio. Developed the market place for chennai, Mangalore, Mumbai by onboarding new sellers for Drop-Shipment and as Suppliers in Open Market. On boarded top Sellers like Girias, Jayam, Sharptronics in Chennai, Agari and Impra ref. in Mangalore within a week.

Responsible for Post Sale Service Experience for two Major Zones South & East, On-Boarded Service Vendors & Owned Key Metrics & SLA’s to ensure Customer Experience of Online buying is elevated and Consumer Trust is established in Online Market for buying of High ticket / High shelf life Large SKUs.Stakeholder Management both internal and external including major established Brands and also undertaking Authorized Installation services On Behalf of Brands upon mutual agreement to ensure flipkart Customer gets prioritized service Experience through Robust network of Exclusive Strategic Partners. Coordinated with Customer Support (CS) team for Operational & BAU activities including Return & Defective management, Trainings & workshops to Vendors for culture building & know how on launch of new products etc., to ensure Consumer Experience is always high. Service Network Expansion for new Pin-codes, planning, Festive Season preparedness and New Category/Brand launch from Furniture vertical to Fitness products. Set up the Bangalore In-house Flipkart Exclusive Service Team within 1 month of Joining Overall NPS Increased from 56.4% to 73% within a week of start of exclusive service team. Reduction of Delivery to Installation SLA (D2I) for 2+ Days from 27.43% to 12.59% resulting in increase of 0-2 Days Installation % to 87.4% within 2 months of joining. Improved the Overall SLA breach from 32.35% to 12.59% and Operational Breach from 4% to 1.8%. Have Achieved Installation SLA Breaches within 3%, Month on Month, vs the likes of established & most customer centric Brands like Samsung & LG in the segment. Digitized Manual Processes & Updations, through system API integrations leading to better productivity. Achieved lowest Pendency in terms of High Aging. Implemented Various Pilot Projects for Enhancing the Customer Delight (D+I, Slotted installation etc.) Successfully Catered to 2 Consecutive TBBD Sale (2014 &2015) with Near Perfect Experiences.

Responsible for Post Sale Experience across stores : Private label & BrandsEnsured Voice of Customer (VOC) is heard at all levels and attended to on priority basis. Owned the Consumer Experience in terms of Strategic positioning of CSD Desk (Customer Service Desk) at stores Overall Pending Customer service requests (GAN & SR’s) CSD Monitoring, Audit, Defective Management, Training, and Managing Strategic Partners. Also Managed CCC (Croma Care Centre), Mumbai for Own Label, including Entire metrics, Happy calling Index (NPS), SLAs & Service Revenue. CCC provided Exclusive Services Catering to All Croma Pvt. Label Products to ensure Differentiated Experience to Croma Customers. Croma experiences at the time became comparable with the likes of established Brands in the industry in terms of NPS & Best Practices.Ensured every Operational aspect and process change is seen from Customers POV. Moved & Attached the Entire Croma Care Center to Store enhancing better Operability & Quick resolution of walk-in Customer requests within 1 month of Joining. Reduced the Own label Service Escalations drastically within 1 month to single digit & zero > 15days. Arrested Perennial issues by Identifying and deploying Right resources Optimised Costs by Realigning Resources at stores & on Field Revamp existing processes to Arrest the Route cause (RCA) of the Issues & ensure future Prevention (CAPA). Cleared the Ageing Defectives at Stores & Scrap Spares at Croma Care Center, resolved all ageing Customer issues with one time Commercial solution, leading to better experience & customer delight.  Empowered the Frontline with Decisioning Capability & drove Customer Centric culture involving all from Store Managers, Vendors, Backend team etc. Ensured customer is seen as a Center of the Business. Reduced>2 Days SLA & >15 days SRs via Inventory & MSL Planning Achieved 87% of SLA Adherence for Pvt Label services Implemented SMWG and Audit Mechanism Better Control on CSD & CCC

Joined May ‘10 as ASM (Service Experience) Skillful at monitoring & motivating the workforce to enhance their Efficiency & assist them to deliver quality experience to Customers. Monitoring All ASP’s, SSD’s All Products Including GSM & IT Pdts. & Manage after Sale Service Experience, ensured Efficient and Effective service Delivery. Customer and Trade Partner Satisfaction being the key role areas. Escalation Control, Revenue Generation, Latest Technical Updation to Service Partners via Training & workshops etc. Appropriate Quality Feedback and Product related issues/New product Launches etc. Market Visits via a Planned PJP, ROI & Profitability Of all Franchisees, New Franchisee / Vendor Appointment as per Requirement and achieving ‘Best in Class Experience’ among Competitors in an Upcountry Market. KPI’s Include Monitoring of key Service Parameters like TAT, EFR, 211, FTF ,AMC etc. Started South Goa Service Operations Right after Joining. Cleared close to 1200 Dealer and Warehouse Defectives. Identified and Started 3 new Service Franchises. Implemented 211 across Goa as a Key Service Metric. Implemented 4Hrs FPD Installation across Goa State

Joined on September 2008 as a GET, handled the customer service operations (after sales) and monitored the Franchisee’s/Service partners which were with IFB Ensuring smooth service deliverance to customers and efficient revenue through the Sale of Additives, Accessories and AMC’s, Team Development, target achievement being the key Role areas.Technical updation and feedback related to quality issue being the offshoot of the profile.Key Highlights: Handled the Biggest Service Partner in Chennai with an incoming 3500 Calls. Monitored 4 Largest Service partners in Chennai with the maximum Call load of the region. Ensured entire Service Revenue targets are met with 1200 AMCs achieved in Oct 2009 for a single Franchisee alone which was the Highest AMC target Achieved during the time and a total of 2500 AMC nos. achieved in total contributing a total revenue of 25lacs. Ensured the Hit rate of Conversion close to 70% on an avg. with AMC to AMC conversion Minimum 50%