Arun Joseph

Associate Consultant

Bengaluru, Karnataka, India8 yrs 6 mos experience

Key Highlights

Over 8 years of experience in diverse industries.
Expertise in customer experience enhancement and analytics.
Proficient in managing complex projects and stakeholder relationships.

Stackforce AI infers this person is a FinTech and e-Commerce professional with strong capabilities in customer experience and process improvement.

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Skills

Core Skills

Customer ExperienceData Analysis

Other Skills

Business Process ManagementCCustomer ServiceEngineeringLeadershipManagementMatlabMicrosoft ExcelMicrosoft OfficeMicrosoft WordPowerPointProject ManagementPublic SpeakingQualtricsResearch

About

Management Professional with over 8 years of experience in FinTech, IT Service, e-Commerce and Automotive aftermarket with customer experience enhancement, analytics, problem-solving and process improvement skills. Proficient in stakeholder management, defining and measuring customer experience metrics aligned with business goals.

Experience

Paypal

Senior Specialist, Experience Research

Jan 2025 – Present · 1 yr 2 mos · Bengaluru, Karnataka, India

Accenture in india

Senior Analyst

Feb 2022 – Dec 2024 · 2 yrs 10 mos · Bengaluru, Karnataka, India

Collaborate with multiple global S&I teams to improve customer experience
Optimize customer touchpoints via process monitoring, surveys, and trend analysis
Manage customer-related satisfaction survey campaigns via Qualtrics to measure customer experience metrics (CSAT, CES, NPS, efficiency, effectiveness etc)

Customer ExperienceData AnalysisQualtricsBusiness Process ManagementProject Management

Udaan.com

Process Excellence & Design | Customer Experience

Sep 2019 – Feb 2022 · 2 yrs 5 mos · Bengaluru

Developed a code-based CRM & escalation system with different user query scenarios
Designed IVR and Chat bot automation services for users to reduce query traffic
Provided process-induced tech enhancement inputs to the product team to minimize the need for customers to reach the CX team and to improve first call resolution percentage

Mahindra first choice services ltd.

2 roles

Assistant Manager - Business Excellence

Aug 2018 – Aug 2019 · 1 yr

Managed workshops for Business Excellence initiatives across India
Executed process improvements through efficiency and effectiveness analysis
Conducted process compliance assessments for franchise workshops, spare parts hubs and customer care on a sample basis and planned & coordinated with the partnered vendors for other locations
Advocated 5S, CAPA and Kaizen methodologies
Implemented Group Corporate Sustainability & Safety activities