Ashish Joshi Email & Phone Number

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

Mumbai Area, India

Everyday life comes with many worries – in a world where time is at a premium, where life is becoming more and more nuclear, the challenges of managing anxieties gets more and more difficult, hence necessary. Be it in areas relating to financial products, travel, mobile, gadgets, household products, healthcare, etc. OneAssist aims to provide consumers the convenience of reaching out to one place, assisting them with products, services and secure solutions making their lives easier. OneAssist is founded with a vision to provide a ubiquitous platform for assistance & protection services to customers in India.

Bangalore

Simplilearn is the world’s largest professional certifications company and an Onalytica Top 20 influential brand. With a library of 400+ courses, we've helped 500,000+ professionals advance their careers, delivering $5 billion in pay raises.Some of my core responsibilities are -Managing post sale customer experience for Simplilearn and Market Motive consumersDriving continuous improvement projects to improve customer experienceProviding actionable insights to the CxO group on performance of various customer touch pointsDriving automation projects to reduce human efforts and improve Service LevelsProviding VoC (Voice of Customer) Analysis to other departments and team up to improve on the Areas of ImprovementDriving up selling and Referral campaigns for the business through Customer Delight team.

Mumbai Area, India

Setting up contact center for the brand to handle phone, email support and ORM.Implementation of NPS to measure brand advocacyImplementing short term projects to quickly improve customer experience at various touch points such as delivery, website, social media etc

Bangalore

I am responsible for - - gathering Customer VOC through various sources such as: Lapser customers High Returns customers Customer Satisfaction Surveys Contact Center & Social Media Complaints - Constantly assessing the: Performance of various departments/functions on the basis of Net Promoter Score and CSAT. Top to Bottom (Organization level) and Bottom to Top (Employee Level) performance on NPS Taking measures for bench-marking own performance with competitors in the market - Conducting study on root causes affecting NPS across various customer segments. - Interfacing other departments to chalk out plan to resolve root cause issues and improve NPS - Ensuring timely execution on the action plan agreed by the respective stakeholders - Maintaining and providing pre-change and post- change comparative analysis for the projects undertaken

Mumbai Area, India

My role as a Head of Customer Care team involved - • Leading a team of 35 advisors & 2 Team Managers and keeping an eye on mapping/ handling all customer experience metrics for the Inkfruit brand • Looking after the entire CC specific KPIs for Customer Satisfaction, Efficiency and Employee Development• Administering the voice, email and social media channels for Inkfruit Brand• Supervising and controlling organizational service quality to drive Net Promoter Score for the brand• Taking care of implementing acquisition & development process for VoiP telephony and CRM• Developing the overall board level reports on consumer behaviour analytics and tapping Net Promoter trends across industry• Conceptualizing and implementing effective strategies with a view to achieve business objectives• Formulating business unit level corporate goals, short term and long term budgets and developing business plans for the achievement of these goals• Developing & executing effective business plans, by identifying trends and creating environment to achieve business goals and objective• Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity• Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines; spearheading process transition initiative

Mumbai

Essayed a stellar role in tapping, visualizing and developing a software based Call tagger solution for the skillset for better customer VOC and overall complaint management. The data was used as a single point reference for complaints analysis by change management teams in UK and India.Worked with Central Complaints Management Team in UK to resolve high impact customer complaints and close loop by suggesting appropriate changes in process/policy.Implemented various inter skillset projects using DMAIC methodology to identify and minimize gaps due to special cause & common cause variations in the skill set KPIs.Meticulously conducted various health check audits and published the analysis to the Senior Operations Manager and other stakeholders in UKWas accountable for developing monthly/Quarterly Business Review reports on skillset performance for 3 skillsets.

Mumba

Managed team of 20 Technical Support advisors who provided technical troubleshooting Microsoft Windows and Symantec security solutions.Internally chosen for in-house training and project for Six Sigma Green Belt.

Mumb

Managed pilot process of America Online (AOL) Tech Support.Promoted to Team Leader within 3 months.Achieved best ever Customer Satisfaction scores for AOL offshore business with 91% CSAT scores.Won Team of the quarter award 3 times in a financial year.Helped AOL in successfully transitioning part of their process in Philippines and Bangalore.

Bachelor Of Commerce (B.Com.), Economics/Accountancy

Green Belt Certification