Jan 2022 – Oct 2023 · 1 yr 9 mos · Gurugram, Haryana, India

• Projects/Initiatives:
• 1. Standardization of customers' SMS and Whatsapp journey (L2A, A2I, I2P and post P).
• 2. Content for Chat-bot for better customer experience and digitalising the customer journey.
• 3. Internal audit of customer communications (Email, Whatsapp and Emails)
• 4. Content (FAQs, scripts, SMS and Whatsapp) updation/changes as per Marketing campaigns.
• 5. Training/ arranging training sessions for the Customer support teams, sales teams to adapt new processes and process modifications.
• Key Skills:
• 1. Strategic Customer Communications: Proficient in crafting engaging and personalized content for diverse communication channels, including SMS, Email, Whatsapp, transactional content for the website, chatbot, and more, to effectively engage and delight customers.
• 2. Script Development and Optimization: Experienced in developing meticulously crafted scripts for the Customer support team, Social media team, Retail associates (sales team), Affiliates, Inspection Engineers that guide customer interactions, ensuring consistent and impactful messaging to enhance brand image and customer satisfaction.
• 3. Standard Operating Procedure (SOP) Design: Skilled in creating comprehensive and efficient SOPs for Customer support team, Social media team, Retail associates (sales team), Affiliates, streamlining operations and optimizing team performance.
• 4. Training and Development: Experienced in desgining and delivering training programs to enhance the skills and knowledge of Customer support team, Social media team and Retail associates (sales team), ensuring consistent service excellence and adherence to brand guidelines.
• 5. Customer Experience Enhancement: Proven ability to analyze customer needs, identify pain points via the categorically divided complaint categories and devise targeted strategies that optimize the overall customer experience, fostering loyalty and advocacy.

Jun 2021 – Dec 2021 · 6 mos

• 1. Handling customer escalations over call/chat/email
• 2. Sharing feedback with the associates regarding the calls and resolution provided to the customer
• 3. Responsible for sharing process feedback and areas of improvement with the training team and management.

Nov 2019 – Jun 2021 · 1 yr 7 mos

• Working as a Senior Executive in Customer Experience with Grofers India pvt. Ltd.
• 1. Handling customer queries
• 2. Working as a bridge between customers, delivery stations and organization
• 3. Managing delivery of delayed orders by coordinating with the concerned team

Aug 2018 – Nov 2019 · 1 yr 3 mos · Gurugram, Haryana, India

• Worked with Docprime.com (start-up)-fellow company of Policy Bazaar as an Associate Service Consultant, B2B model.
• Job Responsibilities:
• 1)Responsible for connecting with client's PAN India for on-boarding them on Docprime.com website.
• 2)Individually completed Metro City onboarding of client to service customer.
• 3)First one from the organisation chosen to set up OPD insurance department for sales.
• 4)Strategies and planned sales for OPD insurance product.
• 5)Ensured quality of the calling and training for the improvement of Sales.