Riitesh Saxena Email & Phone Number

Mumbai, India

🎯 Key Achievements:🌟​​ Developed Customer experience and engagement model based on Customer preferences and behaviors🌟 Enhanced company performance by implementing new strategies and streamlining operations🌟 Identified opportunities to improve business process flows and productivity🌟 Developed measurement tools and reports to track metrics on adoption and effectiveness of initiatives🌟 Strengthened relationships with key stakeholders, fostering trust and cross-functional collaboration🎯 Award & Recognition:🏆 Top Visionary Digital Leader of the Year Award by Krypton India, Mumbai (2023)

Bengaluru, India

🎯 Key Achievements:🌟​ Successfully built Customer Experience framework including team, channels, applications & processes🌟​ Secured vital partnerships with industry leaders, enhancing company reputation & market reach🌟​ Collaborated with the leadership team on long-term strategic planning for sustainable success🌟​ Revamped sales strategies to increase customer acquisition through cross selling🌟​ Initiated Customer engagement campaigns and improved Net Promoter Score from 12 to 45🎯 Awards & Recognition:🏆 CX Leader of the Year Award by UBS Forums, Bangalore (2022)🏆 Top 10 CX Professional of the Year Award by Quant Business Media, Bangalore (2022)🏆 Top 100 BFSI Leader in India Award by Trescon Global, Mumbai (2022)

Mumbai, India

🎯 Key Achievements:​🌟 Successfully delivered multiple Customer Experience & Digital Transformation projects🌟 Spearheaded optimization of IVR, website, web app and AI chatbots to minimize Customer efforts🌟 Set up onboarding to claim process for group insurance products with digital e-Commerce partners🌟 Designed seamless digital Customer buying journey for e-Commerce aggregators’ platform🌟 Improved Net Promoter Score from -13 to +55 & initiated continuous tech & process improvements🌟 Initiated meaningful Customer engagement programs & created value for Customers beyond insurance🌟 Championed Customer centricity and promoted Customer First culture in the organization🎯 Awards & Recognition for:🏆 Aegon Hackathon Award for developing a disruptive design thinking-based prototype on health & wealth theme in a 24-hour hackathon (Mumbai, 2018)🏆 Global Aegon Award for developing a predictive model that led to a reduction in complaints by 65% (Aegon HQ Netherlands, 2018)🏆 Global Aegon Award for innovating a digital financial repository that helped >80% of Customers and their families (Aegon HQ Netherlands, 2017)🏆 Celent Model Insurer Asia Award for developing an analytical digital model that aided in an increase in Net Promoter Score from -13 to +55 (Singapore, 2016)🏆 World Quality Congress Award for creating positive Customer contacts through various engagement campaigns and Customer-oriented initiatives (Mumbai, 2016)🏆 Launching a self-service portal leading to a 70% reduction in Customer assisted interactions (2019)🏆 Developing a digital portal enabling the issuance of 85% insurance policies in 30 minutes (2018)🏆 Initiating Customer engagement campaigns empowering >80% Customers and their families (2017)🏆 Initiating a digital automated renewal reminder achieving 95% renewal persistency (2016)🏆 Leading an outreach campaign enabling employees to meet >50K Customers (2015)

New Delhi & Jaipur, India

🎯 Key Achievements:​🌟 Managed the rollout & expansion of the Customer service function in the new business markets🌟 Managed voice & non-voice 500+ seated contact centers & backend operations🌟 Spearheaded Business Process Outsourcing (BPO) of contact centers & backend operations🌟 Successfully delivered greenfield projects on CRM, IVRS, web portal & service center model🌟 Implemented CSAT and NPS processes for Customers across different stages at all service channels 🌟 Delivered 10+ Six Sigma projects on operational excellence & Customer experience🌟 Achieved successful ISO:9001 Certification of Customer Service processes consistently for three years🌟 Ensured 100% compliance with regulatory guidelines as Circle Nodal Officer🌟 Transformed walk-in Customer service & franchisee operations through service centers🌟 Timely rolled out 25+ new service centers and on-boarded franchisee and service center team🎯 Awards & Recognition for:🏆 Spearheading audit of Customer documents storage process & met 100% regulatory compliance (2014)🏆 Successful CRM rollout and integration of applications for Customer Service Operations (2013)🏆 205% achievement of up-selling targets through the outbound call center (2012)🏆 100% on-time resolution and close-looping of Customer requests & complaints (2011)🏆 Successful BPO transition of in-house contact centers & backend operations for Customer Service (2010)🏆 148% achievement of up-selling targets through franchisee service centers (2009)🏆 Successful service model transformation of Company owned centers & franchisee centers (2008)🏆 100% resolution within turnaround time of sales complaints by Customers (2007)🏆 Error-free onboarding & service enhancement of new Customers through service centers (2006)

New Delhi & Lucknow, India

🎯 Key Achievements:🌟 Delivered delightful Customer experience at the Wills Lifestyle stores & increased repeat sales🌟 Managed retail store expansion, store promotional events, and annual store inventory audits🌟 Consistently achieved the highest sales and highest ticket size including setting two national sales records🌟 Actively managed Store Budgets & Operations in the absence of Store Manager🎯 Awards & Recognition:🏆 ITC Top Gun Award for achieving national sales target with the highest ticket (2003)

Specialization | Leading The Modern Day Business, Digital Transformation, Design Thinking For Innovation, Digital Product Management & It Strategy, 98%

I have successfully completed Leading the Modern Day Business - a Specialization from The Darden School of Business, University.

Pg Diploma, Retail Management, A+

Diploma, Hotel Management, A