In my role, I lead the development of operational procedures aimed at elevating customer experience and promoting service excellence within the organization, while also spearheading process automation initiatives to boost efficiency, mitigate errors, and reduce reliance on manual tasks. I identify and rectify process gaps through critical analysis, streamline operations for improved efficiency, and produce comprehensive process documentation using workflow charts for reference and training purposes. Additionally, I collaborate with the development team to integrate optimized processes into the organization's ERP system and implement system-driven efficiencies to enhance the quality of service delivery and ensure consistency across operations.Highlights:• Conducted comprehensive documentation and analysis of business processes, resulting in heightened process efficiency and improved customer experience, leading to increased customer and business retention.• Streamlined processes through rigorous critical analysis and gap identification, contributing to a 15% increase in business within the en route service vertical through meticulous process optimization.• Elevated training scores on awareness parameters by effectively communicating new process rollouts and changes to field teams, ensuring enhanced understanding and compliance with updated procedures.• Implemented process improvements within the organization's in-house ERP system, transforming it into a SaaS product for offering to OEMs, thereby facilitating smoother process implementation and management.• Tripled the usage of WhatsApp chatbot for service creation and processing, driving a 25% average improvement in service TAT by promoting the adoption of digital channels for customer service requests.

Providing consultancy, advisory and training services to small, medium & startup firms for process streamlining, improvement of service quality & customer experience.Implemented feedback mechanisms to assess client satisfaction levels, developed strategies to enhance service excellence based on client feedback and industry best practices, identified and pursued new business opportunities through client acquisition and strategic partnerships, designed comprehensive training programs focused on enhancing service excellence, evaluated training effectiveness through participant feedback and performance metrics, engaged with key stakeholders to promote awareness and adoption of service excellence principles and practices, and solicited feedback from clients and participants to identify areas for improvement, proactively implementing improvement initiatives to enhance service quality and meet evolving client needs.

Implemented execution of training operations for all customer touchpoint teams in Rajasthan, and overseeing capability building, induction, training content design, and delivery activities to ensure continuous improvement and skill enhancement across various teams.Highlights:• Enhanced customer experience parameters through targeted training interventions, resulting in a customer TNPS score exceeding 90 out of 100.• Managed and executed customer service training operations for all touchpoints and teams in Rajasthan, training over 800 touchpoint executives on cross-brand products, processes, and CRM post- merger of Vodafone and Idea.

Driving the training programmes in the circle for service quality improvement at retail stores ,contact centre and other touch points . Managing the touch point audits and planning for continuous improvement in the KPIs for customer experience enhancement

Customer KYC Management , Service Provisioning , Documentation & Warehouse Management , Regulatory Audits, Number Inventory , UATs