Aarchi Kashyap

CEO

Delhi, India7 yrs 3 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Led a team of 20 consultants to improve service delivery.
Achieved high customer satisfaction through effective coaching.
Expert in managing customer interactions across multiple channels.

Stackforce AI infers this person is a Customer Experience Leader in the E-commerce sector.

Contact

Skills

Core Skills

Customer ExperienceTeam LeadershipCustomer Service

Other Skills

Customer-Focused ServiceComplaint ManagementCustomer Interaction ManagementWeb AnalyticsCommunicationLeadershipClient RelationsEmail ManagementCustomer SatisfactionSocial Media CommunicationsWritingEasily AdaptableManage MultipleGoogle AnalyticsEnglish

Experience

7 yrs 3 mos

Total Experience

3 yrs 7 mos

Average Tenure

5 yrs 6 mos

Current Experience

Dentalkart

3 roles

Lead

Promoted

Apr 2023 – Present · 3 yrs 1 mo · Delhi, India

Led a team of 20 consultants.
Responsible for service delivery, people management, and maintaining floor decorum.
Accountable for meeting the targets for CSAT, RR, and PCD and other hygiene targets.
Doing live call audits, hygiene audits & providing real-time feedback to consultants.
Reviewed daily performance reports, including CSAT, APR, Tagging, hygiene, shrinkage, and attrition reports.
Coaching bottom-performing consultants weekly and developing action plans for performance improvement.
Shared shrinkage predictions for the following day and end-of-day reports with the RM.
Preparing daily performance reports, including APR, attendance, escalations, and VOC tracker.
Planning TNI refreshers for bottom performers in CSAT, RR, and PCD scores.
Conducted weekly and monthly performance reviews for consultants.
Led weekly and monthly review sessions in front of business leaders to report on team performance

Customer-Focused ServiceTeam LeadershipComplaint ManagementCustomer Interaction ManagementWeb AnalyticsCommunication+3

Senior Consultant

Promoted

Mar 2022 – Apr 2023 · 1 yr 1 mo · Delhi, India

Support Services Specialist

Nov 2020 – Mar 2022 · 1 yr 4 mos · Delhi, India

Respond to customer emails in a timely and professional manner
Resolve customer issues, queries, and concerns
Follow up on unresolved cases
Coordinate with technical and product teams
Ensure that responses adhere to timelines
Manage and organize incoming and outgoing emails
Implement and maintain efficient email processes and workflows

Customer ServiceEmail ManagementCustomer Satisfaction

Blinkit

Escalation Specialist

May 2018 – Feb 2020 · 1 yr 9 mos · Delhi, India · Hybrid

Answering customer queries in real-time via chat and social media.
Providing always accurate, clear, and timely responses on chats and social media.
Understanding and resolving customers issues related to products, orders, services, offers & policies.
Guiding customers through step-by-step solutions, ensuring clear and friendly communication.
Providing detailed information on products, services, promotions, or offers.
Reporting unresolved issues to the relevant team or escalate when necessary.
Following company guidelines, procedures, and scripts to ensure consistent communication.
Handling multiple chats simultaneously while prioritizing urgent or complex issues.
Maintaining high-quality service without compromising speed or accuracy.

Customer ServiceCommunicationSocial Media Communications