Alok Jois

Operations Associate

Bengaluru, Karnataka, India10 yrs 11 mos experience

Most Likely To SwitchAI Enabled

Key Highlights

Led a team of over 4000 employees across 17 sites.
Achieved a 120-second reduction in Average Handling Time.
Successfully transitioned to a 24/7 support model without cost increase.

Stackforce AI infers this person is a Customer Experience Manager in the E-commerce industry with strong operational leadership.

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Skills

Core Skills

Customer Experience ManagementOperations Management

Other Skills

Cost ReductionVendor ManagementNegotiationCustomer SatisfactionTeam BuildingProcess ImprovementStrategic PlanningIncentive ProgramsCustomer Relationship Management (CRM)VoicebotChatbot DevelopmentKannadaEnglish TranslationQuality Assurance AuditsQuality Auditing

About

With nearly a decade of experience leading operations, quality, training, and transformation across diverse domains, I am a seasoned senior manager driven by a passion for customer excellence and continuous improvement. As Senior Manager of Customer Experience at Meesho, India's leading one-stop online shop, I oversee a team of over 4000 full-time employees across 17 sites, dedicated to delivering seamless and delightful service to millions of customers. I collaborate closely with cross-functional teams to continuously enhance customer experience through quality and training initiatives. My focus includes driving key metrics such as cost efficiency, customer retention, issue resolution rates, Customer Effort Score (CSAT) to align with organizational objectives.

Experience

10 yrs 11 mos

Total Experience

3 yrs 7 mos

Average Tenure

6 yrs 3 mos

Current Experience

Meesho

4 roles

Senior Manager Customer Experience

Promoted

Jul 2023 – Present · 2 yrs 10 mos

Develop and execute a robust strategy to optimize the customer experience at Meesho, aligning closely with the business unit's objectives to ensure unparalleled customer satisfaction.
Partner with the outsourced vendors to improve operational support metrics for User & Supplier line of business.
Drive initiatives to elevate pivotal experience metrics such as CES (Customer Effort Score), policy compliance, and repeat caller rates through strategic partnerships with business and product teams.
Take responsibility to improve quality metrics related to customer experience, efficiency of the CX function.
Leading CX Operations, WFM teams both inhouse and external ( >4000 FTE | 17 sites pan India).
Driving Cost, Repeat, FCR, CES metrics that matter to achieve the overall organization goals.
Responsible for strategizing & executing Meesho flag ship event “Meesho Block Buster Sale” (MBS) for Support function – strategized & executed 3 MBS programs (2021 to Present) with industry best SLA delivery.
Introduced Gig working agents for the Diwali sale event to maintain costs at business as usual (BAU) levels. This initiative has since become a crucial component of our support delivery strategy.
Achieved a reduction in Average Handling Time (AHT) by 120 seconds over the last two years through strategic changes, including shifting from inbound support to a Call Me Back model and implementing CRM enhancements to minimize non-value-added activities (NVA) for agents. This initiative has resulted in a significant reduction in support costs by more than 25%.
Successfully transitioned support operations from operating only from 10am to 7pm to a seamless 24/7 support model, ensuring Meesho customers have continuous access to support without any increase in operational costs.

Cost ReductionVendor ManagementNegotiationCustomer SatisfactionTeam BuildingCustomer Experience Management+1

Manager Customer Experience

Jan 2022 – Jul 2023 · 1 yr 6 mos

Vendor ManagementStrategic PlanningProcess ImprovementOperations ManagementIncentive ProgramsCustomer Relationship Management (CRM)+4

Quality Program Manager

Apr 2021 – Dec 2021 · 8 mos

· Designed and governed end-to-end quality framework across in-house and outsourced centers; created scorecards, calibrations, audits, and coaching/training feedback loops.

Senior Quality Analyst

Dec 2019 – Mar 2021 · 1 yr 3 mos

· Led a 25-member QA team across multiple centers; drove compliance, audits, and performance improvement through analytics and continuous feedback.

Hgs - hinduja global solutions

Senior Quality Analyst

Aug 2017 – Dec 2019 · 2 yrs 4 mos · Bangalore

Allsec technologies limited

2 roles

Quality Analyst

Promoted

Mar 2016 – Aug 2017 · 1 yr 5 mos · Chennai Area, India

· evaluated calls for quality/compliance; coached agents and improved performance; promoted from Customer Support Associate based on top KPI performance.