I lead a team that ensures we are delivering a simple, consistent and excellent customer service experience each and every time. I bring with me over 22 years of work experience in the field operations with leading telecom, retail, NBFC and Merchant Acquiring businesses. My overall responsibility lies in overseeing customer service team, manage its operations and devise strategies. Taking ownership for the customer contact strategy, I am responsible for creating, implementing and improving processes to increase efficiency and quality of the Customer Service experience and constantly reviewing and optimizing the way we communicate with our customers and drive best practices within the business. Having been successful in both start-up and turnaround management roles, I have propelled multiple zones to #1 in sales and customer satisfaction while simultaneously lowering shrinkage and staff turnover to all-time lows. My expertise lies in the areas of customer value management, content, strategic alliances and experiential marketing to create "Wow moments of experiences" for customers. I am passionate about creating exciting customer journeys by application of data science and leveraging the power of new-age media, digital tools and technology. I am a passionate believer that through relevant communication and easy customer journeys, brands have the power to drive consumer preference, accelerate and grow business and create sustainable relationships with customers.