Puneet Pahuja Email & Phone Number

Bengaluru, KA, IN

Bengaluru, Karnataka, India

• Leading the returns process design for major verticals
• Conceptualized & designed a product enabled decision tree for consultants
• Joined a Manager and ascended to Sr Manager CX Design

Bengaluru, Karnataka, India

• Leading the Repair NPS charter for Jeeves at Flipkart and part of the NPS Governance team.
• Responsible to drive the key metric of NPS at an organization level, collaborating with the Product,Operations, Training & Quality and Vendor teams.

Hyderabad Area, India

• Core functions include Change Management, Training & Learning, Quality Assurance and Knowledge Management along with their documentation.
• Analyzing inputs from various listening channels like NPS, CSAT, Escalations, FTE Surveys etc and creating action plans.
• Part of the core SCRUM team responsible for end to end deployment of Minor, Moderate & Major changes based on process improvement identifications liaising with client, business excellence & delivery.
• Identify risks and… Show more
• Identify risks and create mitigation plans for transitioning new businesses.
• Identifying trends in quality and escalation management for improvement in Service Levels Show less

Hyderabad Area, India

• Working for one of the largest Software & IT Services Companies in the World, within the Services Organization
• Responsible for landing a new SAP based platform that links various legacy tools and has a direct impact on operations from Lead to Order, all the way to Order to Cash
• Ensuring the employees of the organization within the different stages of revenue booking & recognition have a smooth transition to the new tool, their questions are answered accurately, and they are able to… Show more
• Ensuring the employees of the organization within the different stages of revenue booking & recognition have a smooth transition to the new tool, their questions are answered accurately, and they are able to do their.
• Evaluating the Customer Experience using NPS and working on action plans based on findings through listening models.
• Client Management, handling stake holders, communication management & customer management

Gurgaon, India

• Customer Experience | Online Reputation Management | Platform Experience | Customer Journey Mapping | SEO-ORM | Social Media | Strategy-Branding
• Joined a Deputy Manager, Operations Intelligence and promoted to Manager, Customer Experience
• Managing Online Reputation, and working towards improving the online Brand Image
• As part of the Customer Experience group, responsible for liaising with the Operations (First Mile to Last Mile), Marketing & Revenue and Product team, ensuring… Show more Customer Experience | Online Reputation.
• As part of the Customer Experience group, responsible for liaising with the Operations (First Mile to Last Mile), Marketing & Revenue and Product team, ensuring the roadmap to a delightful customer journey.
• Leading the Platform Experience project and responsible for Platform NPS, taking into account the inputs from Google Analytics & Clickstream data.

Gurgaon, India

I was the original team member when we set up the online reputation management team. The original plan was to manage highly escalated customer complaints. When the scope of work of the team increased exponentially the original team members all got a change to expand our own skill base. I was now given the unique opportunity to lead the team that I was.

Gurgaon

During this period I had been a member of the Online Reputation Management team for three years. Since ORM was a part of the Digital Marketing Team here my team members and I made the move from Operations to Marketing thus expanding our horizons and starting the journey to learn the different departments within online marketing that impact a brand. Within.

Gurgaon, India

I originally joined the company as a tech specialist, moved into the live escalations team within three months and within three months of that I was hand picked to be a part of the newly formed Online Reputation Management team. My skill to de-escalate volatile customer situations played a big role in me getting selected for this role out of 2000 people. I.

Gurgaon, India

Worked as a team mentor/floor support for Adobe’s expert queue - ‘Digital Imaging’.Member of the Global Content Lead Team for Digital Imaging products at Adobe where we used to brainstorm and discuss the KB & design content/errors of the products. The meeting members included the Product Heads, Design Department, Code sourcing team from around the.

Bachelors Of Computer Application, Information Technology, A

Class Xii, Science, B

Class X, A