- Conceptualising and Implementing customer centric measures to ensure standardised quality of desired behaviour across IBS area.- Basis Voice of customer, CSAT, NPS Surveys, monitoring and identifying customer's critical priorities in their relationship with Maersk and addressing these by collaborating with teams across the area.- Conducting surveys to gather information on customer opinion of rendered services.- Actively involved in managing customer communications in form of… Show more - Conceptualising and Implementing customer centric measures to ensure standardised quality of desired behaviour across IBS area.- Basis Voice of customer, CSAT, NPS Surveys, monitoring and identifying customer's critical priorities in their relationship with Maersk and addressing these by collaborating with teams across the area.- Conducting surveys to gather information on customer opinion of rendered services.- Actively involved in managing customer communications in form of general advisories and website updates for IBS area. Show less

Driving the NPS program in order to set the process & collect feedback from the customers - Co-ordinating with the stakeholders & selecting the right vendor for setting up the NPS process. - Co-ordinating with the vendor & CM team to implement the VOC process. - Monitoring the data & the feedback received from the customers across all touch points & performing analysis. - Analytics to drive & track progress & report to the larger audience.Revamping the Communication across… Show more Driving the NPS program in order to set the process & collect feedback from the customers - Co-ordinating with the stakeholders & selecting the right vendor for setting up the NPS process. - Co-ordinating with the vendor & CM team to implement the VOC process. - Monitoring the data & the feedback received from the customers across all touch points & performing analysis. - Analytics to drive & track progress & report to the larger audience.Revamping the Communication across the departments - Mapping the customer journey across all the touch points. - Revamping the communication to make it consistent across all the departments & clear for the customers.Setting up Differentiated Engagement for Standardised segments - Providing differentiated value-added services or communications to our priority customers. - Identifying the leads & implementing different campaigns to nurture the leads & convert the same. - Differentiated engagement for the digital customers. - Mapping the VOC feedback with the repeated complaint/queries, identify the gap & change the same.Institutionalising Customer Experience - Reviewing the complaints, analysing the repeated complaints. - Understanding the processes by co-ordinating with different stakeholders, identifying process gaps, initiating projects to eradicate the same. - Internally building the Customer Experience culture, driving the same with the help of different campaigns.Project Initiation & Management - Co-ordinating with the CM & IT team for the requirements explanation. - Preparing the Cost Benefit Analysis for the approval of the project. - Following up with the different stakeholders & implement the same.Key Achievements - Implemented the NPS mechanism. - Decreased the queries by making the communication clear. - Conversion of leads by effectively targeting them. - Awarded the Half Yearly Achievers Certificate Show less

- To drive the customer insights program across touchpoints and initiate a process to collect information to know more about the customer and improve the contactability.- Liaise with vendors and internal functions for implementation of the customer insights program in order to perform social media scrubbing with partners to know more about the digital footprint of the customers- To participate in Customer Segmentation study and define differentiated experience or strategy- UCH… Show more - To drive the customer insights program across touchpoints and initiate a process to collect information to know more about the customer and improve the contactability.- Liaise with vendors and internal functions for implementation of the customer insights program in order to perform social media scrubbing with partners to know more about the digital footprint of the customers- To participate in Customer Segmentation study and define differentiated experience or strategy- UCH (Unique Customer History): Building a unique customer profile to know the customer in a better way so that the engagement and communication will be more effective, and the customer experience will be delightful.- Customer Insights: The data of customers are gathered and verified via all touchpoints using the CRM tool and analyzed differently for different campaigns.- Key Achievements: * Improved the contactability. * Implemented the preferred language of the customer in the core system and started gathering via all touchpoints which improved the accuracy of the calls, better connection with the customer, and saved the cost and time. * Awarded the Rising Star Certificate Show less

- As a part of incident management under EPPIC (Electronic Payment Processing Information Control), was involved in technical support of transactions on production systems which include critical incidents/problems within SLA.- Analysed the root cause of recurring issues and provided preventive and corrective measures to avoid unplanned outages. - Managed File Transfer using an advanced file transfer tool GoAnywhere.