Manohar Jha Email and Phone Number
1. High quality service to HNI clients.2.Team Handling ,training and induction to customer service agents. ( ensuring 360° Development of Team) 3.Escalation Management- Email, Inbound & Social Media Team. 4.Merchant Engagement and Portfolio Management. 5. Handling global merchants- PAN India servicing for POS related issues, retention, handling churn PoS. 6.Coordinating with Internal and external stake holders for getting things fixed. 7.Meeting at HO and stores regularly of the larger merchants to present the summary of their accounts, way forward, and new ideas to make their experience seamless. 8.Monitoring Tickets flow and managing ticket to close within TAT and to escalate to relevant team if things are not being closed on time.
Pine Labs
View- Website:
- pinelabs.com
- Employees:
- 1712
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Customer Experience ManagerPine Labs Oct 2023 - PresentMaharashtra, IndiaMerchant Management, Terminal Management, Handling higher level escalations. Coordinating with Merchant's HO spocs for providing better payment solutions and high quality CSAT.Working on Merchant VOC and taking this up with internal stakeholders for improvisation in process.
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Customer Experience ManagerCredit Saison India Apr 2023 - Oct 2023India1.Contact Centre Management(Agents, Supervisors and Quality.) 2.improvisation of process followed at contact centre. 3.Monitoring and Feedback to Contact Centre Team. 4.Ticket management- Highlighting High Aging and escalated cases to relevant teams for closure. 5.Analysis of QRC and working closely to drive top drivers/categories for mitigating and quick kills.6.Handling Outbound campaigns- welcome calling, CSAT and NPS. 7.Analyzing NPS/CSAT scores and highlighting feedback and challenges to internal stakeholders for improvement in. process/products. -
Customer Experience ManagerPine Labs Mar 2022 - Mar 2023Mumbai, Maharashtra, India1.Handling Large Portfolio of merchants. 3.Ensuring to provide high quality experience and significant development for the clients. 3.Training and Development @store level to give updates about new products and usage. 4.Defusing senior management and potential Escalations and providing quick kills for QRC. 5.To find the substantial ways for reducing tickets month on month basis.
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Customer Relationship SpecialistCiti India Aug 2018 - Jan 2022India1.Understanding Queries of customers related to Bank accounts, CC, Loans, rewards redemption etc and giving quick & instant resolution through different channels(emails, calls, chat) 2.Raising requests of customers to relevant stakeholders and following up for the closure. 3.Analysing Complaints and working closely to provide resolution to customers within TAT. 4.Handling escalation calls of the team and helping new joiners for product and process related concerns. 5.Social Media Desk - Handling escalated cases on a daily basis from various platforms like Instagram, Facebook, twitter, playstore, LinkedIn. (Diffusing these escalations with end to end followup and improving CSAT of cuatomers). -
Customer Service Team LeadTata Business Services & Support Limited Dec 2016 - Jun 2018India1.Handling customer service agents for Yes Bank Credit Card Customers. (15 headcounts) 2.Daily breifing and training of the entire team to enhance the service level and to provide much better customer experience. 3.Monitoring the quality and performance of the team. 4.Cross selling of products like Quick cash loan, Rewards etc
Frequently Asked Questions about Manohar Jha
What company does Manohar Jha work for?
Manohar Jha works for Pine Labs
What is Manohar Jha's role at the current company?
Manohar Jha's current role is Customer Experience Manager(Pine Labs) | Ex-Citibanker.
Who are Manohar Jha's colleagues?
Manohar Jha's colleagues are Raunak Gupta, Utkarsh Singh, Dipen Dalwadi, Hemant Tuli, Sai Sahil Menta, Eswar Rao A, Abhishek Dwivedi.
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Manohar Jha
Digital Transformation| Project Management| Data Management| Risk Management Solutions| BfsiKolkata -
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