Ravi Talreja Email and Phone Number

• Leading the Customer Relations Management (CRM) team of the social commerce segment.• Leading the Customer Insights (CI) team as well for insights, retention, and sales.• Responsible for achieving and improving the defined SLAs like FRT, Resolution time, CSAT and Quality etc.• In Customer Insights, responsible for customer activation, customer education, retention, insights, App tours and sales.• Projects to enhance customer experience and to reduce number of queries/issues.• Automation through Artificial Intelligence (AI) and Machine Learning (ML).• Net Promoter Score (NPS) and Customer Satisfaction (CSAT).• Quality assessments, develop and review performance, identify areas to improve and implement measures to improve performance levels and meet objectives. • Reporting and Analysis.• Direct involvement in recruitments, manpower reconciliation, defining career path & KRAs.• Support & assist the management team in maintaining process compliance and change management.

• Automation through Artificial Intelligence (AI) and Machine Learning (ML).• Projects to enhance customer experience and to reduce number of queries/issues.• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching and corrective action plans.• Quality assessments, develop and review performance, identify areas to improve and implement measures to improve performance levels and meet objectives. • Net Promoter Score (NPS) and Customer Satisfaction (CSAT).• Training of new joiners. Conducting refresher sessions.• Reporting and Analysis.• Updating/creating process manuals and templates.• Direct involvement in recruitments, manpower reconciliation, defining career path & KRAs.• Support & assist Associate Director – Customer Experience in maintaining process compliance and change management.

• Perform quality checks and providing effective feedback. • Reporting and Analysis.• Measuring Customer Satisfaction (CSAT) for the team and scrubbing cases where the target has been missed.• Solving all queries and ensuring smooth functioning of operational activities.

• As an entrepreneur, started own enterprise (Read & Write).• Worked as a retailer and supplier of stationery products.• Provided end-to-end solution of stationery needs of Corporate Clients and walk-in customers.

• Measuring Customer Satisfaction (CSAT) for the agents and scrubbing cases where the target has been missed.• Providing feedback to agents on the floor how to achieve and maximize CSAT and customer delight.• Perform quality checks, develop and review performance, identify areas to improve, and implement measures to improve performance levels and meet objectives. • Responsible for conducting internal and external calibration sessions.• Reporting and Analysis

• Perform quality checks, develop and review performance, identify areas to improve, and implement measures to improve performance levels and meet objectives. • Conducting internal and external calibration sessions.• Reporting and Analysis • Taking escalation calls/emails.

• Providing customer support for the U.S. based telecom giant Sprint PCS.• Responsible for providing accurate information to the customers regarding their phone bills and various other queries.• Responsible for achieving all the targets set by the client.