Purav Mistry Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

Currently heading Blue Tokai Coffee Roasters' Customer Experience team with a focus on enhancing customer satisfaction and operational efficiency. Some recent notable achievements include consistently meeting and exceeding SLAs, reducing resolution times, elevating FCR rates, and increasing CSAT scores. Successfully reduced call abandonment rates, ensuring a seamless customer service experience. Team management skills have enabled me to foster a culture of collaboration and excellence, driving our customer-centric initiatives. Implemented an online NPS system with a lifetime score exceeding 70, automated ticket assignment to substantially improve response and resolution KPIs, and strategically improved the e-commerce cart recovery flow for a 3.2x revenue surge in just 7 months. I've also led SRS development for proactive post-shipment communication, revamped SOPs and training materials, fine-tuned B2B ordering process for reduced processing times, and guided website enhancements resulting in increased session duration times, conversion rates, and per-user revenue. Implemented AMP emails and WhatsApp as communication channels, the creation of a support chatbot handling 65% of customer queries, and the launch of advanced centralized phone support. Through cross-functional collaboration and feedback initiatives, I've continuously enriched the customer experience and support resources, including systematically categorizing and expanding FAQs / KB for enhanced self-service capabilities. My leadership is characterized by a commitment to excellence and a passion for driving customer-centric solutions in a dynamic environment.

Mumbai, Maharashtra, India

Co-founded and managed a full-service web agency specializing in website design, development, social media management, and graphic design. During my tenure, I successfully launched irepresent.in (trademarked), a lifestyle brand with a strong online presence on platforms including the website, Facebook, Instagram, Amazon, and Flipkart. I assumed responsibility for all facets of the business, including Sales, Training, Marketing, Purchasing, Accounting, Negotiations, Customer Service, Financial Budgeting, Risk Analysis, Partnerships, and Profit/Loss management. My role involved overseeing daily operations and leading a team of social media executives, graphic designers, and e-commerce account managers. I also spearheaded social media campaigns and advertisements for both clients and in-house brands. Furthermore, I played a hands-on role in designing and developing multiple websites across various platforms such as WordPress, Shopify, and WooCommerce.

Mumbai, Maharashtra, India

I oversaw team operations to ensure the delivery of exceptional services to customers, clients/merchants, and payment partners.My responsibilities included managing inquiries from merchants, payment partners, and customers, developing and maintaining CS process flows and SOPs, and consistently identifying opportunities for system and workflow enhancements to drive operational efficiency. I excelled in reporting and resolving critical bugs, facilitating effective communication with merchants and payment providers, and fostering timely resolutions. My collaborative efforts extended to working closely with product and development teams to design SRS for system tools and feature enhancements. I seamlessly coordinated across departments to maintain daily operations, led training sessions for new team members, and conducted refresher courses. My skillset included adeptly analyzing and processing transactions in manual review queues, supporting the implementation of operational efficiency strategies, and actively contributing to team performance evaluations and appraisals. I had a strong track record of ensuring process consistency with offshore teams, meticulously planning and executing system/CRM tool upgrade tests, and providing leadership to meet customer expectations, resolve disputes, handle complex inquiries and escalations, and address requests from key (VIP) merchants. My commitment to continuous improvement was reflected in my coaching and mentoring of the team and my dedication to preparing and maintaining reports that informed strategic decision-making.

Mumbai, Maharashtra, India

Led and managed the Technical Analysis Team.• Generated stock market tips by analyzing technical charts/ software for the company clients.• Traded on the company account based on the generated tips.• Established and maintained solid relationship with the client and partner.

Mumbai, Maharashtra, India

• Provided support to customers in printing postage online.• Troubleshoot printer issues and resolved complaints.• Collaborated with the support team in the Unites States regarding product/ process related updates and enhancements.