As Assistant Manager of Customer Experience, I manage Members, Team Leaders & Outsourced Partners out of Bangalore, Hyderabad, Kolkata, Shimla, Chandigarh, and Noida. I handle regional city experiments with a customer-centric POV and align city initiatives to enhance the custom experience. Furthermore, I ensure that the CC team is in sync with the business dynamics by means of end-to-end governance on hiring, training & daily operations as per business and customer experience goals… Show more As Assistant Manager of Customer Experience, I manage Members, Team Leaders & Outsourced Partners out of Bangalore, Hyderabad, Kolkata, Shimla, Chandigarh, and Noida. I handle regional city experiments with a customer-centric POV and align city initiatives to enhance the custom experience. Furthermore, I ensure that the CC team is in sync with the business dynamics by means of end-to-end governance on hiring, training & daily operations as per business and customer experience goals. Moreover, I ensured on-boarding partners to cater to dynamic volume projections, ensuring a seamless onboarding process. Key highlights:✔Working with product & business to reduce CPO, suggesting product enhancements for cost-effectiveness and customer experience enhancement. Solving CX impacting issues monitored improvement, and measured the impact of experiments✔Proposing a WFH solution for all Outsourced partners & reduced cost per order✔Collaborating with operational excellence and customer experience teams to refine existing SOPs, gauge the shift in ITO and Cost✔Collaborating with city heads and business leaders on NVA/VA experiments, tracking NPS and other CX-impacting KPIs regularly Show less

1. Heading a team of 25 agents and delivering customer service to the premium customer base of aleading domestic telecom operator.2. Driving performance on SLAs (Staffed hours, AHT, attrition, absenteeism & quality) by monitoringprocess performance3. Set up processes to track key indicators such as schedule adherence, attendance, and absenteeism4. Communicating feedback for all reportees satisfactorily, closing performance incentive plans ontime5. Coordinating… Show more 1. Heading a team of 25 agents and delivering customer service to the premium customer base of aleading domestic telecom operator.2. Driving performance on SLAs (Staffed hours, AHT, attrition, absenteeism & quality) by monitoringprocess performance3. Set up processes to track key indicators such as schedule adherence, attendance, and absenteeism4. Communicating feedback for all reportees satisfactorily, closing performance incentive plans ontime5. Coordinating seamlessly with clients and senior management confidently to improve processperformance and enhance customer experience if required6. Reviewing process performance reports by analyzing and summarizing data and trendsAccomplishments:1. Took additional responsibility to improve attrition by conducting the skip meetings with theadvisors on the floor.2. Handled additional BQ team of 20 apart from the core team has care bay, thereby improving FCR of BQ within the first 30 days and trending at 80% above thereafter consistently.3. Awarded the “Best Team Leader” twice between 2016 to 2017. Show less

1. Heading a team in delivering customer service to the customer/retail base of a leading domesticDTH operator.2. Determine call center operational strategies by conducting need assessments, performance reviewsand capacity planning.3. Maintain productivity, service quality, and customer-service standards through performancemanagement and reviews4. Coordinating seamlessly with clients to improve process performance and enhance customerexperience5. Ensuring process… Show more 1. Heading a team in delivering customer service to the customer/retail base of a leading domesticDTH operator.2. Determine call center operational strategies by conducting need assessments, performance reviewsand capacity planning.3. Maintain productivity, service quality, and customer-service standards through performancemanagement and reviews4. Coordinating seamlessly with clients to improve process performance and enhance customerexperience5. Ensuring process documentation & compliance in the respective processes (ISO and ISMS).Accomplishments1. Awarded the Best Assistant Manager for leading the Inbound team and achieving all the KPIsduring the first 3 months of operations2. Responsible for streamlining certification and nesting processes, thereby improving 0-30 dayemployee retention by 25% and improving FTR from 68% to 79% within first 30 days and trended at80% above thereafter consistently.3. Responsible for streamlining Retail/FS/Premium/Repeat processes, thereby improving Quality andFTR from 55% to 85% and 78% to 90% respectively thereafter maintaining consistently4. Achieved 0% attrition rate for the DTH process during the months of Jun and Sept'155. Awarded multiple "Extra Miler" Awards during the tenure withTBSS Show less