Claudius Crasto Email & Phone Number

Pune, Mh, In

Pune, Maharashtra, India

Pune, Maharashtra, India

Mumbai, Maharashtra, India

Mumbai Area, India

Mumbai Area, India

- Accountable for creating and executing strategy for increasing online lead generation & conversion- Managing & tracking all e-Commerce projects & enhancements- Analyzing & understanding customer lead journey cycle to predict business conversion - Analyzing lead quality and providing inputs to campaign managers (SEM, SEO, Social, Digital Media, Digital Content and Web Analytics)- Designing & automating website performance business metrics & customer feedback- Working on… Show more - Accountable for creating and executing strategy for increasing online lead generation & conversion- Managing & tracking all e-Commerce projects & enhancements- Analyzing & understanding customer lead journey cycle to predict business conversion - Analyzing lead quality and providing inputs to campaign managers (SEM, SEO, Social, Digital Media, Digital Content and Web Analytics)- Designing & automating website performance business metrics & customer feedback- Working on creating a lead scoring methodology to prioritize and identify better quality of leads- Responsible for Digital customer experience from on-boarding to issuance stage- Designing and automation of dashboard with end-to-end buy online framework for holistic view on health across Buy online business, systems & Customer experience- Responsible to improve call center conversion rates & overall issuance rate for Buy Online channel- Accountable for selection & implementation of ‘Call center dialer’ project to improve calling efficiency &conversion rates- Responsible for contact center performance (3 centers) i.e. productivity, cost and quality Show less

Mumbai Area, India

- Responsible for the organization's Project Management Office (PMO - CS & Ops teams). Accountable for coordinated management of multiple related projects, internal & external stakeholders and driving all action points & projects to closure and monitoring service metric performance across all operation teams- Nurturing & driving ideation engine (idea Lab & idea Box) that spans across all functions which is driven through themes. Reviewing, evaluating and facilitating implementation of… Show more - Responsible for the organization's Project Management Office (PMO - CS & Ops teams). Accountable for coordinated management of multiple related projects, internal & external stakeholders and driving all action points & projects to closure and monitoring service metric performance across all operation teams- Nurturing & driving ideation engine (idea Lab & idea Box) that spans across all functions which is driven through themes. Reviewing, evaluating and facilitating implementation of ideas- Responsible for end-to-end automation for all service metrics i.e. performance indicators- Driving Self-help adoption, Omni channel projects- Publishing monthly service bulletin that brings articles & insights from researches conducted across the globe to help shape everyone’s thinking around customer service- Managing ‘Voice of customer’ framework where basis customer feedback processes are revisited for improvement- Responsible to drive customer experience across all touch points & mapping VOC to business parameters for establishing correlation- Defining, benchmarking, managing & reviewing ‘Website monitoring framework’ & enabling automated alerts based on escalation matrix for respective teams & business owners to act upon- Design & automate campaigns for customer upsell & referral program- Responsible for reporting figures to the Regulator, Board and Partner (Prudential Hong Kong) Show less

Mumbai Area, India

- Framework creation for ‘Composite Score’ model for scoring & ranking all service & Operations team including all branches basis performance on respective service metrics- Hosting & managing information dissemination platforms such as Operating council & Service reviews along with senior management- Driving ‘New Business de-congestion’ project (tracking milestone-wise discrepancies, monitoring TAT, ageing analysis, underwriting segmentation, identifying ready to issue (RTI) cases… Show more - Framework creation for ‘Composite Score’ model for scoring & ranking all service & Operations team including all branches basis performance on respective service metrics- Hosting & managing information dissemination platforms such as Operating council & Service reviews along with senior management- Driving ‘New Business de-congestion’ project (tracking milestone-wise discrepancies, monitoring TAT, ageing analysis, underwriting segmentation, identifying ready to issue (RTI) cases, identifying blockages & issuance rate for clean cases)- Managing Customer feedback mechanism (transaction survey & Net Promoter Index)- Driving critical projects like Branch Command Center (BCC), Branch - Profitability Index (BPI) & Branch Health Indicator (BHI)- Designing campaigns for popularization & increasing application adoption- Lead the ‘Customer Council’ project (Ideation Lab)- Regular analysis for complaint reduction across all CS & Ops teams. This involved root cause analysis of key processes for insight generation and correction Show less

Mumbai Area, India

- Pivotal in preparing questionnaire & research scope for Customer satisfaction and Transactional survey across customer life cycle processes and critical MOT’s. This includes Mystery shopping activity for competition benchmarking.- Sharing best prax with branches and Central operation teams along with conceptualizing and providing alternate solutions and operational support to business lines- Publishing monthly newsletter and dashboard with key highlights with stakeholders for service… Show more - Pivotal in preparing questionnaire & research scope for Customer satisfaction and Transactional survey across customer life cycle processes and critical MOT’s. This includes Mystery shopping activity for competition benchmarking.- Sharing best prax with branches and Central operation teams along with conceptualizing and providing alternate solutions and operational support to business lines- Publishing monthly newsletter and dashboard with key highlights with stakeholders for service related performance parameters- Driving constant automation of various processes to enhance productivity, cost optimization & reduce scope of manual errors- Supporting Service teams in driving improvement across various service metrics via campaigns to improve (TAT, data quality, process adherence scores & ECS mandate collections) Show less

Mumbai Area, India

Handling Retentions team for 3 UK Operations. Customers who call in to cancel or upgrade their contracts the team provides them retention/upgrade options. Department responsible for generating revenue for the business. Number driven process wherein save targets needs to be meet on a daily basis.Responsibilities:- Ensuring conversion and upgrade % targets are achieved- Planning dialer strategies and retention techniques - Maintaining Audit reports to ensure negligible error… Show more Handling Retentions team for 3 UK Operations. Customers who call in to cancel or upgrade their contracts the team provides them retention/upgrade options. Department responsible for generating revenue for the business. Number driven process wherein save targets needs to be meet on a daily basis.Responsibilities:- Ensuring conversion and upgrade % targets are achieved- Planning dialer strategies and retention techniques - Maintaining Audit reports to ensure negligible error rate- Checking with change process team for updates and implementing new ideas for smooth functioning of the processSelected as Transition Leader to assist setup the 3G site at Pune- As transition Lead, have assisted in hiring/conducting interviews for various departments- Ensure all dry-runs were successfully completed within stretch timelines- Conceptualized “AHT reduction drive”. Designed various process notes and scripts as part of the program to reduce AHT and improve customer satisfaction- Analyzing & share insights from CSAT data with Sr. Management.Reporting issues impacting customer experience to relevant stakeholders for closures Show less

Mumbai Area, India

ITES Technical support for clients such as:Microsoft Hardware & Wireless products: (Designation: Team Manager)Handling the Microsoft Hardware process which is a part of Microsoft CPXG team. The process supports MS wireless products like mice, keyboards, remote power-point presenters, web cams and fingerprint readers. Devices that work on Optical, Laser, Bluetooth and Infrared technologies. Team provided support via voice and e-mail channels for North America and UK… Show more ITES Technical support for clients such as:Microsoft Hardware & Wireless products: (Designation: Team Manager)Handling the Microsoft Hardware process which is a part of Microsoft CPXG team. The process supports MS wireless products like mice, keyboards, remote power-point presenters, web cams and fingerprint readers. Devices that work on Optical, Laser, Bluetooth and Infrared technologies. Team provided support via voice and e-mail channels for North America and UK customers.Siemens Routers & Networks: (Designation: KB developer & Associate Trainer)Knowledge Base developer and Associate trainer. Developed Stimulators and content sites which were used by all the Siemens agents to troubleshoot issues related with the routers and modems. Gateway Computer systems (Designation: Associate Trainer)Trained the agents on troubleshooting & tracking order information of system peripherals using AS 400 JD Edwards tool. Training users on Kana Mail client for sending e-mails and Siebel CRM tool for documentation.Hewlett Packard - Desktops & Scanners (Senior Technical Associate)Trained agents and new hires on Kana Mail client tool. Trained agents on two sub-Hp processes: DeskJet and Scanjet Show less