As the Head of Customer Experience Management, I am responsible for managing and improving the end-to-end customer journey. My key responsibilities include managing self-service channels, which include IVR, WhatsApp, and Smartphone App, to ensure customers have access to the information they need in a timely and efficient manner. Additionally, I provide visibility of Customer Care Operations through daily and monthly reports to senior management.I ensure the overall customer experience at touchpoints through regular audits and mystery shopping exercises. These exercises help identify gaps in service delivery, enabling us to take corrective action where necessary. I also develop and implement customer care policies and procedures, aligning them with regulatory requirements and best practices to provide consistent and high-quality service across all touchpoints.Developing training programs for front-end staff is another critical responsibility of mine. These programs include training on new products and services, as well as soft skills training such as customer service and communication skills. Our training programs are designed to improve customer satisfaction and drive revenue growth.Overall, my role is critical to the success of the organization, as it ensures that we provide exceptional service to our customers and continuously improve their experience with our brand.

+ Overall management of in-house and outsourced call centers+ Develops the strategy for the call center, service recovery and service automation teams+ Manage experience strategy of prepaid, postpaid, high value, business partners, and self-care+ Ensure Customer Service targets achievement as per the business plan which includes First contact resolution, customer satisfaction measurement, and complaint management+ Manages, motivates, develops and appraises staff to ensure the highest level of operation at all times+ Ensure the unit budget is planned, monitored and controlled effectively+ Look after the customer experience by identifying root cause, analyzing, reporting and initiating improvements on customer experiences at all touch points+ Capture Voice of the customer on different processes & highlight to management on the current status, corrective actions+ Planning and designing self-service solutions to customers in order to reduce interaction costs at call centers keeping customer experience and convenience in mind+ To create high value customer experience by providing easy access to information of all products and services and allow end users to manage their accounts on their own+ Drive service activation, revenue based KPI’s through all Self-Service channels (IVR + SMS & USSD + E-care & Mobile Apps)