Jeetendra Patwal Email & Phone Number

New Delhi, Delhi, India

Customer Journey Management: • Developing a deep understanding of the customer’s journey and identifying areas for improvement to enhance customer satisfaction and loyalty.• Implementing effective strategies to ensure a seamless and personalized experience across all customer touchpoints, including onboarding, support, and post-sales.• Collaborating with cross-functional teams to align processes and deliver a consistent customer experience throughout the organization.Team Leadership and Development:• Fostering a customer-centric culture within the team, promoting a proactive and empathetic approach to customer interactions.• Identifying training and development needs for team members to enhance their skills in delivering exceptional customer service.Customer Feedback Analysis:• Gathering and analyzing customer feedback through various channels, such as surveys, social media, and support tickets.• Identifying trends, patterns, and areas of improvement based on customer feedback, and propose actionable solutions, and using customer feedback to drive continuous improvement initiatives across the organization.Process Improvement and Optimization:• Evaluating existing customer service processes and identifying opportunities to streamline operations and improve efficiency.• Work closely with internal stakeholders to implement process improvements and optimize customer service workflows.• Monitoring and measuring key performance indicators (KPIs) related to customer experiences, such as customer satisfaction scores, response times, and issue resolution rates.Customer Advocacy:• Acting as the voice of the customer within the organization, advocating for customer needs and requirements.• Collaborating with product management and development teams to prioritize and implement customer-driven product enhancements and features.

Delhi, India

• Managing multiple client relationships.• Developing and maintaining a strong rapport with clients• Communicating best solutions to deliver on clients' desired outcomes. • Using data to continuously optimize campaigns and boost results.• Generating ideas for new features and campaigns, tailored to the unique needs of each client. • Being part of a cross-functional team to ensure quality delivery for customers.• Skillfully ensured the mapping of channel productivity by managing the various MIS reports on a regular basis.• Carried out the quality checks, develop and review performance reports, and Identify areas to improve and implement measures to meet objectives.•Identifying operational requirements and opportunities for improvement that have a measurable impact on employee efficiency and satisfaction.•Oversee improvement or changes to their complete adoption by training employees to use new systems processes, and gather and rapidly implement feedback.•To ensure a critical evaluation of the effectiveness of new processes and system is considered with a willingness to rapidly modify and ensure ongoing delivery is improved.

Noida Area, India

• Managed a team of customer service associates.• Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.• Train or instruct employees in job duties or company policies or arrange for training to be provided.• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.• Recruit, interview, and select employees.• To ensure CSAT of more than 85%.• Develop or update procedures, policies, or standards.• Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.• SOP formation of new products for better customer service • Preparation of various reports like Productivity, Quality Compliance, Attendance etc.Taking care of RBI, legal and top management escalations.

Noida Area, India

Noida Area, India

Handling customer’s queries through email. Ensuring zero tolerance level for fraudulent transactions.Responsible for holistic customer experience through customer service operations, complaint resolution and refunds management. Reconciliations of inflow & outflow of money.Preparation of various reports like Productivity, Quality Compliance, Attendance etc.Social upbringing of company on Facebook and Twitter.Solving irate customers queries on Social Forums i.e. Akosha, Consumer Forum, Grahak Seva, Mouth Shut, etc.Coordination with different teams such as Finance, IT, Operations.

Noida Area, India

Giving a world class sales and service experience to all customers in prepay, post pay & handset segment, and solving their query and complainant.Preparing daily reports of customer application forms, MIS and Customer walk-in and ensuring the quality of service providing to the customers. Activation of Postpaid voice Data and Wi-Fi connection.Achieving monthly sales targets assigned by the Sales Manger.Ensuring visual merchandising of store.Taking care of inventory and available stock.

New Delhi, Delhi, India

Responsible for selling car loan to HDFC bank’s customers.Generating leads from the data provided by the bank also from personal level.Follow up with the customer from the pickup of documents till disbursement of case.Maintaining zero tolerance in documents as per the guideline of the organization.

Mba, Marketing, 6.3

in session 2008-10.

Bachelor Of Applied Science - Basc, Pcm, 6.3