Sanjay Sachdeva Email & Phone Number

Bangalore Urban, Karnataka, India

Setting up the department from the scratch, Strategic planning, execution, planning, and control.Leading end-to-end life cycle of new tools, technologies and, capabilities in the best interest of the business.

Bangalore, India

Strategic planning, incubation, launch, and transitioning of a new line of business.Contact Center Management- Managing a team of 2500 members.

Gurgaon, India

Contact Center Management- Managing a team of 150 members’ and deliver high-level efficiency through controlling, monitoring & reviewing daily operations.Process Improvement - Distillation of data into insights and action plans to improve overall efficacy. Root cause analysis of customer satisfaction feedback data from surveys and other sources. Work with cross-functional teams to build the business cases for improving customer issues. Study call trends & map manpower projections. Conduct periodic audits on process KPI’s. Improve liquidity and listing adoption (Content Quality)VOC (Voice of Customer) – Handled Customer Experience through multiple channels, Escalation desk, Social Media, Email, Chat, Voice, Playstore, and NPS. Established Self Help (IVR) options to reduce people dependencies for users which improved Customer Experience Index, reduced Contact to Unit ratio. Maintained lowest Query-to-Resolution time.Data Analytics – Manpower Planning Analysis - Staff employees based on lean and peak volume periods to ensure effective utilization of staff to reduce revenue leakages. Evaluate front line team calls to understand knowledge and call handling gaps. Fraud and Risk Management- Review reported cases to establish sanctity of the claim, identify the patterns and trends to establish threads and share the outcome with legal and PR teams to take up with governing authorities and safeguard the interest of user base. Update help sections and CLM communications to create awareness.

Gurgaon, India

Concierge Service & Order Management – Responsible for end to end pre-and post-sale support. Order processing from operational, logistics and concierge service, reconciliation of accounts apart from liaisoning with all departments, etc. to provide a great customer experience.Strategic Alliance and Business Development - Developed strategic partnerships to promote our Corporate gifting and Employee R&R programs. Identification and sign up of contracts with prospective vendors.Vendor Onboarding and management – On boarded 100 partners in the areas of dining, wine tasting, spa, salon, adventure, art, craft, entertainment and sports. Client Success and Account Management: Responsible for growth and retention of existing accounts, client success and engagement through upsells and renewals, coordinate and collaborate internally and externally to achieve desired outcome, fix problems and reinstate trust in the brand.

Operations and Order Management: Handled a team of 250 associates (inbound and outbound call centre) involved in sales, order processing, complaints, quality, refunds etc. Enhance FTR (First time right) resolution from Call centre, managed customer loyalty and retention (repeat customers) by running promotions, discounts, and engagement programs.Vendor Development and Support: Locate, identify and shortlist business partners, discuss and negotiate on terms and conditions and share requisite documentation with legal. Handhold them during onboarding, support and address their concerns and ensure they get adequate knowledge and business tacticsCustomer Engagement and Retention: Responsible for tracking, measuring and improving customer experience. Proactively lead a joint partner planning process that develops mutual performance objectives, financial targets, and critical milestones associated with a productive partner relationship. Create dashboards to drive customer success, product improvement, improve the customer experience through up-sells and identifying new business opportunities.

 Develop a team of 22 associates. Responsible for creating Standard Operating Procedures (SOP) for different processes. Liaise with Clients to understand their needs and map processes. Ensure meeting of performance standards and SLAs required by the client.

Gurgaon, India

 Training on all aspects of British and Australian Culture, Customer Service, Consumer Behaviour, Voice Quality and Effective Call handling skills/telephone etiquettes. Creating new strategies for enhancing customer-handling skills and increasing agent productivity. Implementation of effective coaching and feedback on Conflict Management, Time Management, Client Management, Professionalism, Interpersonal and communication skills.