As a lead for Digital Care products transformation & automation in assisted care function ,The role Continually looks at new opportunities by leveraging technology to Design and deliver seamless customer journeys , drive last mile execution to refine and improve ' Customer experience ' , Drive user adoption and there by reduce the ' Need for human assistance'.This Role is responsible to design and manage the Voice and Digital care platforms, Right customer serve | Business… Show more As a lead for Digital Care products transformation & automation in assisted care function ,The role Continually looks at new opportunities by leveraging technology to Design and deliver seamless customer journeys , drive last mile execution to refine and improve ' Customer experience ' , Drive user adoption and there by reduce the ' Need for human assistance'.This Role is responsible to design and manage the Voice and Digital care platforms, Right customer serve | Business Transformation & Migration programs | Process Improvements | Cost to serve initiatives | Continuos improvement Progeams by leveraging technology for Jio , Online entertainment ( fiber to home) , Online & Offline Retail , IOT and Digital business.Key highlights-. Responsible for design and manage the Voice and digital platforms , strategic initiatives & implementation , Drive the continuous improvement intiatives..Responsible for Stakeholder management, Cross functional Coordination .. Responsible for the implementation of strategic projects by assessing business priorities and benefits.Responsible for Designing customer journeys and their implementation across Digital & Voice care channels ,Drive customer onboarding experience.. Lead discussion and interpret business requirements to Technology / Backend platform / strategic vendor teams by assessing priorities and business benefits..Responsible for BRD creation & sign off , Review Agile design solutions sign off, and ensure E2E defect free deployment across all stages in close coordination with Techology team.Track & report performance on key metrics 'pre' to 'post' and drive user adoption.The role encompasses -Care Platforms - Intuitive IVRs for self service adoption | Smart call Routing | ACD | Process Improvements | Knowledge management | Digital journey automations | CRM implementation - UI/UX | UAT -BAT - Change management | Outbound |Lead Generation | AI base - Wats App BOT, Chat BOT implementation Show less

As in this role I Developed and executed seamless customer experience strategy by leveraging technology in collaboration with senior management , Technology and external stakeholders . I have handled and program managed Care Platform transformation & Migration along with Contact center management tools enhancements and implementation. I Coordinated with Technology and Business leadership teams to enhance experience by leveraging technology . I oversaw the end to end program management which… Show more As in this role I Developed and executed seamless customer experience strategy by leveraging technology in collaboration with senior management , Technology and external stakeholders . I have handled and program managed Care Platform transformation & Migration along with Contact center management tools enhancements and implementation. I Coordinated with Technology and Business leadership teams to enhance experience by leveraging technology . I oversaw the end to end program management which involves requirement evaluation, scoping, design, reviewing solutions and defect free deployments for the entire CS - Key Achievements : -1. Enhanced user experience and there by increase the Customer satisfaction scores.2. Increased the online resolution and reduced the need for human assistance . 10-14% increase in online resolution to 78%.3. FTR increase by 4% .4. Integrated single screen CRM-UI - AHT reduction by 8 seconds there by increase in CC operations efficiency.5. 100% screen & voice recordings helped in better assessment and there by inducing the need of training for better outcome.6. Less than 1% drop in emails & chat CS support journey.7. Integrated Lead generation results in better acquisition.8. Integrated campaigns results in revenue increase.Key Responsibilities -1. Design and executed Single screen integrated solution support ,Genests , Smart & Intuitive IVRs & ACD , CRM- CTI UI / UX , Voice & screen recording , BI Reporting , SIP technology for hosting helplines.2. Responsible for processes improvement programs /initiatives by leveraging technology platform.3. Lead the seamless voice& non voice platform migration.4. Lead design,review,sign off and execution of new initiatives inline with business priorities and benefits.5. Extensive Internal & external stakeholder management( Product, Sales, strategic partners Avaya, Genesys, Nuance,TCS and Contact center partners) for effective and timely delivery results into business benefits. Show less

As a lead self-care I was responsible for Enablements & automation across all self-care channels ( IVRs , USSD,& SMS) . Also Responsible to drive penetration across channels and thereby reduce the need of call at contact center .