Customer Delight Manager
Quikchex Private Limited
Total years of experience :7 years, 11 Months
1) Design & Improve the customer experience by bridging the gap between the customer and Quikchex.
2) Delivery of NPS surveys PAN India to understand the customer sentiment about Quikchex.
3) Analyze the insights and create actionable points from NPS, CSAT, and feedback comments.
4) Understanding the business problems through customer feedback and implementing corrective actions across teams.
5) Being the customer's advocate within Quikchex and driving grassroots-level changes.
6) Design touchpoint communications for customer engagements.
7) Identifying potential churn for customer retention.
8) Identifying areas of automation for enhanced customer experience.
- Assisting management with hiring and training new team members.
- Acquiring a thorough understanding of key customer needs and requirements.
- Develop a trusted advisor relationship with them and find newer ways of increasing their business with Sanver.
- Ensure timely and successful delivery of our solutions through cross-functional coordination.
- Improve sales of the assigned set of accounts through Upselling & Cross-selling techniques.
- Taking ownership and improving the customer retention process which helped achieve higher success rates.
- Resolving customer issues to their overall satisfaction.
- Handle queries across various products like Domain, Hosting, Emails servers, email migration and SSL certificates.
In this tenure apart from the monthly presentations on trending topics: 1) I undertook a project conducting an Industrial Visit auditing employee welfare. 2) I accomplished a full-fledged research assignment on New Product Development at Colgate.