Customer Experience Manager
PhonePe Private Ltd
مجموع سنوات الخبرة :20 years, 3 أشهر
Champion call center and escalation desk verticals, including enhancement in customer experience, quality and
improving operational efficiencies
Overseeing high quality complaint and query resolutions and ensuring quality and stable operations
Experience in setting up critical business units from the scratch and then scaling it up to optimum levels
Successfully worked on creating models to maximize capacity, increasing efficiency through process engineering and
tech changes, thereby reducing costs
Closely worked on processes & products to increase efficiency & efficacy of operations and getting the best
customer experience in an e-commerce environment
Relationship building and relationship management in a high paced & collaborative environment
Analytical and problem solutioning, to strategically lead with a strong transformational focus
Vendor and account management utilizing exposure to banking and financial sectors
Primary responsibility of revenue targets, client management, process management and team management.
Manage and ensure expansion of content management operations for Indian and multi-national e-Commerce majors
Implement business process initiatives and best in class practices
Conduct quarterly business reviews with clients
Process design - to standardize the organization’s workflows and setting up end to end delivery processes
Systems analysis - the interpretation of business rules and requirements for technical systems
Service responsibility for a large base of HNI corporate customers
Managing vendor relations and defining SLA and guidelines and review, which serve as benchmark for
excellent service delivery thereby, contributing towards ameliorated revenue generation
Identifying revenue leakages and fraud related corporate accounts
SPOC for service escalations to the Chairman’s office / Nodal offices pertaining to corporate Mumbai circle
Root Cause Analysis and implementation of corrective action reflecting on processes, systems and training
Overseeing operations and ensuring successful Tele-Sales campaigns featuring launch of new products and services,
leading to incremental revenue
Accountable for a sizeable team of tele-callers responsible for up-sell and cross-sell of products and Value-
Added Services on behalf of various telecom companies
Build and strengthen relationships with clients to ensure business continuity
Develop operational environment alongside solutions that enable people to deliver value to the customers.
Overseeing the entire operational delivery including grievances and escalations.
Creating awareness for driving process improvement strategy & methodology maximizing customer experience
and operational efficiency.
Gathering capability gaps amongst the department and ensuring training and resources required to bridge the
same are adequately provided.
Lending synergies between Quality, Training, Human Resources and IT to ensure business deliverables are met
and exceeding expectations.
Generating MIS and other operational statements with a view to apprise the management of daily process
operations and assist in critical decision-making.
Define and manage overall SLA’s for the verticals in terms of volumes, quality, processes and escalations.
Interfacing across functions for launch and implementation of new products and processes.
Develop operational environment alongside solutions that enable people to deliver value to the customer.
Review and analyze operational statistics, CSAT, SLA, productivity and delivery of customer experience.
Monitoring vendor activities, providing regular feedback to ensure smooth functioning of process outsourced.
Maintain Pan India MIS reports and scorecards to gauge health of KPIs.
Ensuring compliance is met on all process parameters as per IRDA regulatory guidelines.
Automating and customizing existing processes.
Conducting yearly appraisals and preparing departmental budgets as per historical trends.
Monitoring daily performance of the team in terms of quality & quantity. Coaching and mentoring new agents on
the job and managing their performance.
Ensuring smooth dissemination of information among team members in respect to new process / products,
conducting regular Product Knowledge tests to check the level of awareness.
Meet and exceed process deliverables as per the mentioned SLA’s.
Ensuring the process compliance as per BS 7799 standards and conduct timely audits to maintain high level of data
security and governance.