-Handled PAN India Experience Team-Handled a team of 4 TeamLeads and 65 associates-Leading Call Center, ORM, Chats and Escalations teams-Data analysis for NPS, CSAT, Flow management-Program Management

-Leading PAN India escalations team(all categories except Warranty)-NPS data tracking and devising plans to improve NPS for the car buyer vertical.-Improving processes for the team and improving Program Management to build better processes s

-Handling Post Delivery NPS for the organisation and sharing feedbacks with respective teams to ensure improved services and processes.-Handling the Call Center of Cars24 and defining processes, targets and hiring for the CC.-Leading a team of TLs and Associates to meet KRAs and keep track of KPIs.-Zendesk Ticketing Software (Automations, Triggers, Fields and all integrations) and Super-Receptionist for the Customer Experience team.-Program and team management of the customer experience team for post delivery.

-Initial integration of Zendesk (Ticket software).-Hired and trained the car buying experience team.-Process improvements and escalations handling and training-Working closely with Program and internal teams to improve the CEX

1. Handled the Customer Experience of the organization.2. Created and implemented processes for a better customer experience.3. Handled the logistics of the organization during the COVID peak.4. Hired and trained the CEX team.

• Created the customer experience of the company from scratch. • Created processes ensuring customers are the first priority.• Lead a team of 18 associates.• Introduced complaint management, refund analysis, customer experience, and ticketing system in the organization.• Worked on NPS Enhancement strategies with different stakeholders.• Worked with the product team to ensure smooth customer interface.• Developed and implemented performance improvement strategies and plans to promote continuous improvement.

• Handled the Customer Experience vertical towards decreasing the poor rating of the app on the play store and apple services.• Handled a team of 16 associates while working closely with Marketing, Finance and Category heads.• Handled escalations of customers with regards to any issue with the service.

1. Handling customer escalations.2. Handling social media complaints.3. Handling founder and management escalations

1. Handling customer escalations.2. Inbound and outbound calling