Feb 2024 – Nov 2024 · 9 mos

• Helping clients achieving their business goals by providing expert advise on strategy and execution

Oct 2022 – Jan 2024 · 1 yr 3 mos

• Rewarded for implementing maximum number of best practices at Business Excellence Convention in Dec 2022.
• Most Preferred Brands 2022: Tata CLiQ by Marksmen
• Awarded Customer Experience Team’ of year at CX Strategy Summit and Awards 2022
• Top 100 CX Leaders

Jan 2022 – Dec 2022 · 11 mos

• Drive customer-centricity throughout the organization with my strategic and operational leadership
• Initiated cross functional strategies for improved customer experience at all touchpoints, improve NPS and CSAT score

Sep 2015 – Dec 2022 · 7 yrs 3 mos

• Developed customer service strategies and approach.
• Collected input on customer requirements by building long lasting relations through surveys, focus groups and consistent feedback processes.
• Set benchmarks for best practice policies and procedures
• Created a knowledge sharing environment to share updates on new technologies and new ways of working across the organisation
• Created training programs and methodologies to upskill teams for customer engagement
• Tracked and monitored employee engagement, performance and relationship health.
• Supervised the quality control program including service quality, assurance and continuous improvement initiatives.
• Managed high-level escalations and service recovery

Sep 2015 – Feb 2022 · 6 yrs 5 mos

• Developed customer service strategies and approach.
• Collected input on customer requirements by building long lasting relations through surveys, focus groups and consistent feedback processes.
• Set benchmarks for best practice policies and procedures
• Created a knowledge sharing environment to share updates on new technologies and new ways of working across the organisation
• Created training programs and methodologies to upskill teams for customer engagement
• Tracked and monitored employee engagement, performance and relationship health.
• Supervised the quality control program including service quality, assurance and continuous improvement initiatives.
• Managed high-level escalations and service recovery

Jun 2014 – Apr 2015 · 10 mos · Mumbai Area, India

• My role is to :
• 1. Ensure that Each and Every Pepperfry Customer goes through world class customer service.
• 2. Design and implement processes to bring the customer to the centre of everything the organisation does.
• 3. lead and motivate Customer Excellence Team and help increase the capability and level of proactive thinking within the customer service function
• 4. Led and motivated Customer Excellence Team to increase the capability and level of proactive thinking

Apr 2006 – Jun 2013 · 7 yrs 2 mos

• As a team manager, I handled Competency mapping, conducted quarterly appraisals, provided support and guidance to team members
• Coordinated with the tech team for system development and enhancement.
• Produced and maintained training materials and manuals for knowledge sharing. (Including e-learning)
• Identified process, product & soft skills training needs within the organization
• Designed and implemented training programs based on both the organizations and the individual’s needs.
• Evaluated the impact of training programs and assessed the return on investment (ROI).
• Led the development of data collection and other company processes.
• Analysed and presented the company performance data to identify growth opportunities.
• Managed SOP documentation and conducted process audits to ensure compliance

Apr 2006 – Apr 2010 · 4 yrs

• Managing a team of trainers and Quality Analysts.
• Responsible for Process and pre process trainings and call/email quality improvement. Defining processes and implementation.

Jan 2003 – Jan 2006 · 3 yrs

• Rolled out the process training calendar to meet all client needs
• Worked with global partners to execute product and process training