Head - Customer Care

At Reliance Digital Retail Limited - “2007 – 2009” Set Standard Operating Procedures & Customer Service Policies. Plano of Service Strategy – Installation of Air Conditioners & Large Appliances. Strategise Policies & roll out plan for service network. Manpower dimensioning for the service organisation – Recruitment, Training, & Deployment. Responsible for maintaining a healthy “P & L” of the service partners. Assuring post-Sales life cycle management & relationship built-out of all customers.  Responsible for ensuring CC operations cost within budget allocation. Conduct Customer Satisfaction Surveys and act upon the results. Anticipate, Manage & Control deviations, Process Efficiencies, Employee attrition rate. Prudent interface with Sales for effective “Sales & Service” Integration. Concept of “Customer and Corporate” mailers to leverage on “I” base for AMCs for revenue enhancement.

• Critical monitoring of all service delivery standards to the end user.• Recruitment, Training & Deployment of service manpower.• Continuously build up on the service infrastructure to ensure proactive customer service leading to enhanced customer satisfaction. Revamp service infrastructure to meet needs of new products as needed.