Rushi Mugatwala Email & Phone Number

Mumbai, MH, IN

Mumbai, Maharashtra, India

Pune Area, India

• Customer Service Excellence: Built and scaled Routematic’s operations from scratch, achieving high levels of customer satisfaction with consistent OTA (On Time Arrival) and OTD (On Time Departure) rates
• Operational Optimization: Implemented systems thinking in problem-solving, leading to a 15-30% cost savings in transportation for clients
• Customer-Centric Technology: Partnered with engineering teams to integrate customer insights into scalable operational systems

Mumbai Area, India

• Call Center Leadership: Established a customer service center with a focus on delivering exceptional customer experiences across multiple channels (voice, non-voice, social media)
• Customer Satisfaction Focus: Implemented CRM and self-service platforms to enhance customer interaction, resulting in improved NPS and CSAT scores
• Strategic Customer Engagement: Led efforts to increase capacity and efficiency, reducing operational costs while improving service delivery

• Strategic Leadership in Customer Service & Business Development: Drove key initiatives across Corporate Alliances, Operations, and Business Development, with a strong focus on enhancing customer experience and.
• End-to-End Project Management: Conceptualized and launched critical customer service and support projects, including:o Owner Support Team: Established a dedicated team to enhance customer service and support for hotel.

Mumbai & Vadodara

• Hub Lead for North & West India Data Services: Successfully managed 3 outsourced operations sites, ensuring top-tier customer experience and driving revenue growth through strategic outbound sales initiatives
• Customer Service & Technical Support: Oversaw inbound contact centers dedicated to technical troubleshooting and high-value customer segments (Platinum customers in Prepaid, Postpaid, and Telemedia services)
• Outbound Sales Excellence: Led an outbound center focused on cross-selling and upselling VAS products, generating a monthly revenue of ₹18 million Enhanced customer engagement and sales conversion rates through.
• Escalation Management: Managed an Outbound Escalation Desk to address repeat callers, improving customer satisfaction and reducing repeat call rates from 18% to 7% through structured decision-making logic
• Customer Experience Optimization: Implemented process improvements that elevated key customer satisfaction metrics (CSAT, NPS) and enhanced service levels Regularly reviewed performance dashboards and conducted.
• KPI-Driven Leadership: Set SMART goals to drive continuous improvement in partner KPIs, including customer satisfaction, service level, quality, and sales conversion rates

Ahmedabad Area, India

• Overseeing Pan-India Data Services: Led the management of Photon and 3G call center operations across India, ensuring consistent and high-quality customer service delivery
• Establishing Regional Customer Support Desks: Set up and managed end-to-end technical support desks (Voice & Non-Voice) specifically for the premium data business segment, catering to regional customer needs with a.
• CRM & Telephony Infrastructure Management: Spearheaded the implementation and continuous improvement of CRM and telephony systems to enhance customer service capabilities across regions
• Regional Business Partner Collaboration: Engaged with regional business partners to align their activities with organizational goals, ensuring they deliver exceptional service that meets regional customer expectations
• Customer Satisfaction Enhancement: Worked closely with corporate and circle teams to ensure complete customer satisfaction, implementing process improvements that enhanced service delivery and customer experience.
• Regional Training & Knowledge Management: Deployed targeted CDMA training programs and managed knowledge-sharing initiatives to empower regional teams, ensuring they are well-equipped to address customer needs

Mumbai Area, India

•  Core member of the launch team for Virgin Mobile Indiao Responsible for strategizing & Setting-up of the Zonal CARE team - WESTo Responsible for migration of all regional care processes from TATAo Designed and.
• Regional Customer Service Delivery for Mumbai and ROM Distributors \ Retailers management
• Managed field service operation of Virgin Mobile for west India, Responsible for CAF compliance and DOT regulatory compliances
• Successfully achieved 100% CAF compliance as per TRAI \ DOT CAF compliance parameters
• Drive Six Sigma Projects on:o Controlled Gross Barring within 10% from a staggering 22%o Reduced CAF Rework below 5% from 17%Achievements & Credentials:
• Presented personalized memento from Sir Richard Branson for exemplary contribution during launch phase

Mumbai Area, India

• Managing Operations in an effort to increase the operational effectiveness of the call center and to meet the client’s needs including: planning, assigning, and directing work
• Managed Inbound Customer support, (Mumbai Post pay customers) with 150 CSRs and 7 Team Leaders
• Drive COPC projects for AHT Reduction & SLA Adherence

Mumbai, Pune

• Managing specialized Outsourced VAS Call Center situated in Amritsar catering MMS/GPRS related calls
• Handling Team of engineers conducting visits at customer premises for VAS & Blackberry complaints
• Provide support to outsourced team by acting as first line of escalation of customer related queries to accomplish the goal of providing exceptional customer experience

Mumbai Area, India

• Motivating and supporting a team of 25 people and monitoring their performance.
• Consolidating and communicating agent productivity reports to the Senior Management
• Single Point of contact for Quality responsible for adherence of quality parameters by the team

Bachelor Of Commerce (Bcom)

Bachelor Of Commerce (B.Com.)