Leading a diverse Customer Experience (CX) team, promoting team growth and high performance while embedding a customer-first mindset across the organization.Established a 24x7 Customer Experience team across voice, chat, and email channels to provide seamless support for customers globally, ensuring timely assistance regardless of time zones.Mapped customer journeys to analyze key touchpoints, identifying and addressing pain points, thereby improving engagement, satisfaction, and… Show more Leading a diverse Customer Experience (CX) team, promoting team growth and high performance while embedding a customer-first mindset across the organization.Established a 24x7 Customer Experience team across voice, chat, and email channels to provide seamless support for customers globally, ensuring timely assistance regardless of time zones.Mapped customer journeys to analyze key touchpoints, identifying and addressing pain points, thereby improving engagement, satisfaction, and loyalty.Developed processes and services using research, customer feedback, and competitive benchmarking for continuous improvement and consistent service delivery.Leveraged customer data and analytics to gain insights into behavior and trends, implementing personalized, data-driven solutions to enhance satisfaction.Managed escalations proactively, resolving issues swiftly and implementing preventive measures to strengthen service reliability and customer trust.Maintained a high app rating of 4.7 stars with over 7,000 reviews, demonstrating consistent customer satisfaction and attracting new users.Created and guided the CX strategy to align with business goals, driving growth, retention, and customer satisfaction.Managed the CX budget efficiently, optimizing resources to enhance customer experience while controlling costs without compromising quality.Stayed updated on industry trends, incorporating CRM systems, AI, chatbots, and digital tools into CX strategies to drive innovation in customer engagement.Utilized Net Promoter Score (NPS) and Customer Satisfaction (CSAT) scores to measure loyalty and service quality, fostering customer advocacy through referral programs.Handled Online Reputation Management (ORM) by monitoring customer reviews and addressing complaints proactively to maintain a positive public image.Ensured compliance with regulatory bodies, managing grievances efficiently to maintain customer satisfaction and adherence to legal standards. Show less

Designed, launched, and continuously management of Stocky5 & InvestorQ - A Community & financial forum of 5paisa & IIFL Securities; responsible for Q&A, trending news & general financial knowledgeContributing towards creating new microsites and landing pages regularly.Overall content management of 5paisa Forum & Stocky5 Community platform along with the marketing & corporate communication activities of 5paisa school/Stocky5 & 5paisa forum platforms.Managing social media updates for… Show more Designed, launched, and continuously management of Stocky5 & InvestorQ - A Community & financial forum of 5paisa & IIFL Securities; responsible for Q&A, trending news & general financial knowledgeContributing towards creating new microsites and landing pages regularly.Overall content management of 5paisa Forum & Stocky5 Community platform along with the marketing & corporate communication activities of 5paisa school/Stocky5 & 5paisa forum platforms.Managing social media updates for Stocky5 & InvestorQ–FB, Instagram, Telegram, Twitter& Linkedln.Creating Banners, In-Apps, push notifications, QOD & Weekly mailers with the Designing & HTML team.Worked on the Net Promoter Score (NPS) & WhatsApp project of IIFL securities.Helping the team with cross-promotion – Moneycontrol, Quora, Reddit, Medium & WordPress.Product promotion of IIFL Securities Algo platform through In-Apps, Push & Emailers.Helped the CRM team with creating the leads & finally converted them to IIFL & 5paisa clients.Handling Customer Experience Management Platforms for social media & engagement platforms.MIS Report of Analytics – Competitor & Social Media Analysis for major portals in securities.Worked on the Educational portal of IIFL Securities & 5paisa.comManaging the 5paisa Online Reputation Management(ORM) in all aspects.Analysis of Customers' Queries/Errors will help to improve the reputation of the brand.Leading an overall team of 5 members Show less

Seeking challenging roles in the domains of Website Development, Product & Project Management, Product Support, and Customer Support & Service with an organization of high repute where I can contribute my skills towards the growth and success of my team and organization.

⮚ Lead Support team (6 members) and helped Testing team (3 members)⮚ Checking the company's products daily for smooth functioning. Some products are: Equity Trading Platforms, News and Sentiment Analytics, Global calendar for Economic and Financial Indicators, SunGard Market map, Future and Options⮚ Handling Six trading platforms, Ten F&O clients that are live with current leading broking houses - Reliance Securities, Edelweiss, Indiainfoline, Kotak, Aditya Birla, and Alice Blue… Show more ⮚ Lead Support team (6 members) and helped Testing team (3 members)⮚ Checking the company's products daily for smooth functioning. Some products are: Equity Trading Platforms, News and Sentiment Analytics, Global calendar for Economic and Financial Indicators, SunGard Market map, Future and Options⮚ Handling Six trading platforms, Ten F&O clients that are live with current leading broking houses - Reliance Securities, Edelweiss, Indiainfoline, Kotak, Aditya Birla, and Alice Blue Securities⮚ Monitoring all applications during their software development life cycle - UAT, Pre-prod, and production environment Show less

⮚ Worked on microsite projects of Gamechangers – Ambareesh Baliga - Fundamental, Mecklai - Currency, and MarketWrap. Design, testing, implementation, and maintenance of mailers⮚ Recommended analyst Dr. CK Narayan's inclusion in mailers to the business head which has now become a multi-crore product⮚ Handling poweryourtrade.com website for a year including site updation, adding new features, meeting quarterly revenue targets, creating promotion banners and offers to meet quarterly… Show more ⮚ Worked on microsite projects of Gamechangers – Ambareesh Baliga - Fundamental, Mecklai - Currency, and MarketWrap. Design, testing, implementation, and maintenance of mailers⮚ Recommended analyst Dr. CK Narayan's inclusion in mailers to the business head which has now become a multi-crore product⮚ Handling poweryourtrade.com website for a year including site updation, adding new features, meeting quarterly revenue targets, creating promotion banners and offers to meet quarterly revenue targets from the site⮚ Experienced in conducting testing of moneycontrol products like portfolio, terminal, markets on mobile, mailers, messageboard, money control apps on various platforms like mobile, tablets, and desktops.⮚ Supervising the payment gateway of customers subscribing to the company’s paid products i.e. Poweryourtrade, Game-changers and Investmentwatch Show less

Key Result Areas:• Accountable for updating Invoice - sales done• Extensively worked with HR department by sending letters to the Interviewer • Involved in tallying the sales done by the company – i.e. sales done and actual target achieved

Key Result Areas:• Participated in meetings with corporate heads and discussed strategies on new products launches, accumulate their views and analysed them• Carried out survey for:o Bombay Hospital by meeting different category of patients, got their views on services, analysed and finally submitted reports to the managemento Maruti Suzuki which involved meeting different people owning different car models and took feedback from them for car mileage, services and expectations… Show more Key Result Areas:• Participated in meetings with corporate heads and discussed strategies on new products launches, accumulate their views and analysed them• Carried out survey for:o Bombay Hospital by meeting different category of patients, got their views on services, analysed and finally submitted reports to the managemento Maruti Suzuki which involved meeting different people owning different car models and took feedback from them for car mileage, services and expectations from the brando Hotels and restaurants for websites Show less