Mar 2023 – Jun 2024 · 1 yr 3 mos · Gurugram, Haryana, India · On-site

• ✅At Livpure (SAR Group of Companies), I led the Customer Service (End to End) & Contact Center function, managing a base of 6 million+ Customers nationwide across BPO partners. My role involved leading End-to-End customer operations management , owning all LOBs.
• ☑️ Played a pivotal role in designing and implementing IVR systems, managing OSPs, streamlining caller experiences, reducing cost per contact (CPC) and improving overall service delivery.
• ✅I was responsible for transitioning multiple CX processes, driving SLA adherence, running daily performance reviews and overseeing training, quality, and compliance functions. I successfully integrated various CX tools with APIs, enabling automated workflows, better reporting and sharper customer insights. I also led the development of dashboards, quality frameworks, escalation closure mechanisms and vendor billing validations.
• ☑️My key impact areas included process simplification, digital enablement, and governance improvements, which led to measurable uplift in customer satisfaction (CSAT) and net promoter score (NPS). I championed multiple customer delight programs, internal capability building and CX-led product feedback initiatives.
• Key Skills:
• Customer Experience Strategy | CX Transformation | OSP/Vendor Management | SLA Governance | Contact Center Operations | Training & Quality | Escalation Management | Process Automation | IVR Design | API Integration | VOC Analysis | Workforce Planning | Dashboards & Reporting | B2B & B2C Customer Support | Inbound & Outbound Operations

Apr 2022 – Apr 2023 · 1 yr · Gurugram, Haryana, India

• ✅Heading a hybrid team of Inbound, Outbound, backend, Chat, Social media, Sales and Disputes
• ☑️Controlling budget to ensure +Ve impact on P&L in financial books
• ✅Transitions within the company, such as financial, technological, operational, and governance
• ☑️Chalking out Strategies & Techniques, coordinating with all the departments to have a smooth CX
• ✅Responsible for setting up, scaling, and executing projects
• ☑️Managing internal frauds, Seller frauds and customer frauds
• ✅Implementing procedures, control systems, service standards, operational policies
• ☑️Created transitional plans, scope and scheduling them as per budget requirements
• ✅BPO onboarding, contract lifecycle, E2E contact center transition
• ☑️CPI/Cost and Customer Experience Transformation Plans
• ✅CX advocacy, delight and centricity building across Org.
• ☑️(VOC) Driven Programs/Projects & Feedback Management
• ✅Focus on Digital and advanced CX via AI & modern chatbots
• ☑️Audit Frameworks, L&D, TNI, quality and skill development
• ✅Process & workflow Re-engineering and Digital SOP & DT
• ☑️Strong focus on cost efficiency, scalability & C-sat metrics
• ✅Omnichannel Customer Support & Platform Integration with APIs
• ☑️L2, Backend, Escalation, ORM, Legal & Grievance Complaint Mgmt
• ✅BPO/Inhouse Transition and Customerservice crisis/Risk Mgmt
• ☑️Defining SOW, SLA, KPI, R&P, Reviews, dashboards & reporting

Apr 2019 – Apr 2022 · 3 yrs · Gurugram, Haryana, India

• Managing 2 centers on different locations.
• Monitoring, coaching and feedback, responsibility to provide good customer experience.
• Developing and implementing process improvement plans to ensure that SLAs are met
• Work very closely with team members to solve the customer's problem. Understand agent's problems and address them.
• improved customer retention policies basis the customer feedbacks through various contact sources.
• Complaint management.
• Market Research, Competition benchmarking, Consumer Insights
• Process level Decision making
• Design & Development
• Vendor Management
• Multi-Cultural Exposure within India
• Significant digital expertise

Apr 2016 – Mar 2019 · 2 yrs 11 mos · Gurugram, Haryana, India

• + Give feedback about process performance to respective HOD’s and bringing them together to discuss issues, priorities and resources.
• + Monitor the performance of a process and improve it, include quality, timeliness, customer satisfaction, and cost.
• + Publish the process dashboard and reports regularly with everyone who works in the process.
• +Data analysis, root cause analysis, creating an improvement plan and implementing it.
• + Evaluate the in-house capability based on supply and demand

Apr 2014 – Mar 2016 · 1 yr 11 mos · Gurugram, Haryana, India

Apr 2012 – Oct 2013 · 1 yr 6 mos · Noida, Uttar Pradesh, India · On-site

Apr 2011 – Apr 2012 · 1 yr · Noida, Uttar Pradesh, India · On-site

Jul 2010 – Feb 2011 · 7 mos · Dehradun, Uttarakhand, India · On-site