Shruti Shetty work email
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Shruti Shetty personal email
I am a customer experience professional with over 10 years of expertise in handling customer complaints, setting up processes, service recovery, and root cause analysis. I have a proven track record of improving customer satisfaction and loyalty by resolving issues promptly and effectively. I have also implemented various initiatives to enhance customer journeys and feedback mechanisms. I am passionate about delivering excellent service and creating positive customer experiences.
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Manager - Customer EscalationsTata CliqMumbai, Mh, In
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Manager - Social Media Grievance And RegulatoryTata Cliq Jan 2024 - PresentMumbai, Maharashtra, India- Overseeing grievances from TataNeu customers related to orders on TataCLiQ and Luxury businesses, including those raised on social media.- Regulatory team addresses complaints from various sources:1. National Consumer Helpline (NCH) which is the Government of India's Portal - Ingram.2. Fraud reports from banks, customers, and police, resolved within one hour of email receipt.3. Handling legal notices and litigation by conducting detailed investigations for resolution or denial based on presented evidence in Consumer Court. -
Manager - Cs OperationsTata Cliq Apr 2023 - Dec 2023Mumbai, Maharashtra, India- Managing TataNeu Ops desk at TataCLiQ, focusing on process and experience enhancement.- Prioritizing swift resolution of customer grievances.
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Assistant Manager - OperationsTata Cliq Sep 2021 - Mar 2023Mumbai, Maharashtra, India- Established a team to manage TataCliQ orders on TataNeu, addressing queries and complaints, including Loyalty Points (Neucoins).- Created process documents, identified gaps in customer experience through Root Cause Analysis (RCA).- Resolved account login issues in collaboration with the Product team, increasing success rates from below 70% to over 92% post bug fixes.- Integrated CRM for smooth ticket and conversation flow, achieving an efficiency rate of approximately 98%.
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Assistant Manager - Escalations & Customer ExperienceTata Cliq Jul 2019 - Aug 2021Mumbai, Maharashtra, India- Lead an Escalation Specialists team and oversee the Social Listening team, which includes Front-end gatekeepers addressing brand-related queries and complaints swiftly, and a Back-end team providing end-to-end resolutions.- Ensure achievement of business objectives, KPIs, and KRAs.- Utilize insights from Voice of the Customer (VOC) through Root Cause Analysis (RCA) to identify and implement solutions.- Engage in individual and team projects to improve customer experience.
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Senior Team LeaderConneqt Business Solutions Apr 2018 - Jun 2019Thane, Maharashtra, India- Promoted to Senior Team Leader from a previous role.- Restructured the Escalation team to prevent complaints from reaching management.- Trained escalation specialists in providing outstanding customer experiences and mastering service recovery to uphold the brand's trust.- Formerly known as TATA Business Support Services. -
Team LeaderTata Business Support Services Limited Oct 2016 - Mar 2018Mumbai Area, India- Established the social listening team during the portal's early stage.- Achieved an industry-leading 10-minute response time, garnering praise from management and attracting inquiries from other companies seeking insights into the achievement.- Assisted the team in managing brand-related queries and complaints on social pages.
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Analyst - Brand Reputation ManagementSmg Convonix Dec 2013 - Sep 2016Mahape- Overseeing the brand's online reputation through a social listening tool.- Monitoring the web for all brand mentions to prevent negative impressions.- Engaging with users on various social media platforms, including the Google App Store.- Responding to suggestions, complaints, and queries to maintain an active social presence.- Generating weekly, monthly, and quarterly review reports. -
Campaign ManagerDigicat Digital Marketing Private Limited Apr 2013 - Aug 2013Mumbai- Managing client email campaigns, including template creation and scheduling.- Providing campaign result updates to the client through generated reports.- Designing email templates using HTML skills.- Actively learning SEO and SMM.- Overseeing all tasks related to the Ecommerce website. -
Trainee Guest RepresentativeAirline Service Center Pvt Ltd (Etihad Airlines) Jun 2011 - Mar 2012Vashi- Responding to global calls to address inquiries about flight schedules, booking tickets, changing travel plans, and providing special assistance.- Handling service cancellations due to weather, arranging alternatives, and processing refunds.- Introducing guests to the Etihad Airways Guest Programme for added flying benefits. -
Customer Service ExecutiveVodafone India Jan 2010 - Jun 2010Mumbai- Assist walk-in customers in-store, resolving issues related to postpaid or prepaid services, new number sales, and network problems.- Ensure understanding and resolution of service issues, with follow-ups to keep customers informed and avoid repeated visits.- Implement retention plans to retain customers, including converting postpaid to prepaid if necessary.
Shruti Shetty Skills
Shruti Shetty Education Details
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Pillai'S College Of Arts Science &CommerceCommerce -
Ck Thakur CollegeBusiness/Commerce, General
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St Josephs' High SchoolSecondary School
Frequently Asked Questions about Shruti Shetty
What company does Shruti Shetty work for?
Shruti Shetty works for Tata Cliq
What is Shruti Shetty's role at the current company?
Shruti Shetty's current role is Manager - Customer Escalations.
What is Shruti Shetty's email address?
Shruti Shetty's email address is sh****@****o.co.in
What schools did Shruti Shetty attend?
Shruti Shetty attended Pillai's College Of Arts Science &commerce, Ck Thakur College, St Josephs' High School.
What are some of Shruti Shetty's interests?
Shruti Shetty has interest in List To Goes On, Eating, Adventure Sports If A Get Chance To, Dancing, Painting, Singing.
What skills is Shruti Shetty known for?
Shruti Shetty has skills like Digital Marketing, Online Brand Reputation, Email Marketing, Marketing Strategy, Social Media Marketing, Team Management, Online Advertising, Marketing, Market Research, Business Development, New Business Development, Customer Service.
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Shruti Shetty
Global Hr Head | Powering Rockstar Teams: Hr Recruitment, Staffing, Eor, And Hcm ProfessionalPune -
2gmail.com, cartrade.com2 +912261XXXXXX
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