Sathya Narayan Email & Phone Number

Bengaluru, Ka, In

Karnataka, India

Bengaluru, Karnataka, India

Karnataka, India

• Define, implement, and own the process for NPS / CSAT across the company for different businesses.• Own the NPS / CSAT targets for the business and meet/exceed.• Build for scale – drive improvement projects to elevate experience at a mass scale.• Drive governance, review action plans and report out alarms (Risk opportunity assessment on regular basis).• Work cross-functionally to implement feedback loops at appropriate trigger points in the customer journey; optimize this over time.• Evaluate all customer feedback and develop a weekly reporting cadence; share across business unit leadership.• Identify trends and drive actions plans to address satisfaction issues; track these through implementation and assess impact.• Conduct company-wide communications on NPS/satisfaction results, and work with business unit leadership to support KPI development for various teams reflecting these metrics.• Work with the data team to define, develop and deliver NPS/satisfaction dashboard and performance reporting.• Embed voice of the customer into company trainings and meetings.• Drive change management throughout the organization from a people, process, and technology perspective

Bangalore Urban, Karnataka, India

• Conducting regular appraisals to drive KPIs and improve all areas of performance- productivity, quality, attendance, adherence, and conduct.• Training, and counseling of associates. Minimizing the call escalations through effective coaching and support and handle escalated calls.• Assisting the customer service supervisor in managing a team 45 members.• Analyzing the data, reporting feedback to all appropriate department with a recommendation for improvement.• Resolving the operational and interdepartmental problems quickly.• Monitoring the phone calls and emails to measure quality and make recommendations for improvement.• Ensuring that the team members obtain the appropriate training and making sure correct procedures are followed and routinely give directions to staff on what to do and how to improve.• Publishing reports on a Daily, Weekly and Monthly basis with in-depth analysis.• Managing CEO/social media/Consumer forum escalations.

Bangalore

• Responsible for ensuring the team quality scores are maintained at 95% for the customer support team and maintaining continual support for email and services.• Heading Quality and training department.• Ensuring the processes has been followed by the agents and preparing SOP's and adhering to it.• In absence of manager taking care of the contact centre for the smooth run.• Managing customer escalations.• Managing the Knowledge base for the entire customer facing team.

Bengaluru Area, India

• Managed reporting for the entire customer services department creating and publishing daily, weekly and monthly call centre performance reports.• Responsible for managing shifts in the absence of the operations manager.• Managed the Forward Delivery team and worked very closely with the logistics and warehouse departments.• Improved the forward delivery TATs through proactive measures, from an average 6 days to 4 days.• Subject Matter Expert for the successful and timely running of Chat Services.• Improved sales conversion on the Chat channel.• Mentored and supported the new hire trainees.

Bengaluru, Karnataka, India

• Responsible for the overall sales/ upselling targets for Client's 3G services.• Adherence to TAT on activation of 3G services.• Managing the billing escalations.

Bachelor'S Degree, Accounting

I joined Vasavi Jnana Peetha evening college in the year 2007 and completed in the year 2010. It has all the facility like Library, Labs.

Rpa Pu College, Commerce

http://www.rpes.co.in/pu-college.html The College has a well equipped library. It is kept open on all working days from 9:00 am to 4:00.

High School

Activities and Societies: Participated in Singing competition and poem recitation competition. SHRI N K S ENGLISH HIGH SCHOOL, in this.