Head Customer Success & Experience
CoinDCX - Neblio Technologies Private Limited
Total years of experience :21 years, 1 Months
Role:
☞ Lead the Business Operation wing of organisation with a team of 55 direct and 600+ contracted team members to drive Service Excellence, by designing & developing Customer Service Operations focused on CX & Loyalty
☞ Understand current Operations & build customer centric policies, procedures for the organization
☞ Build hybrid service teams across geographies to cater to different customer segments / products looking organisations global expansion plans within operational budgets & thereby keeping costs to serve low
☞ Design and develop SOPs, KPIs/KPAs for smooth business operations, determining AOIs in current Operations by maintaining regular contact with customers, monitoring customer satisfaction reports & trends
☞ Ensure effective hiring, orientation, training, development and retention of staff; promoting creative thinking and ownership amongst employees; providing necessary technical expertise and guidance to the team
☞ Provide leadership at an organisation level to coach / mentor / groom staff and build employee friendly policies and procedures for better employee management
☞ Bring in technology advancements to increase service efficiencies
☞ Study market to bring customer experience enhancing changes for the organisation
Highlights:
☞ Revamped the current support operations to deliver, NPS score of 52 and CSAT score of 94% consistently
☞ Automated business processes to enhance CX to reduce on-boarding time from 24 hrs to 5 minutes and payment processing time from 6 hrs to 2-3 minutes
☞ Optimised business operations to enable 24x7 service operations from 9 hrs service operations
☞ Change in strategy to increase FCR to enhance CX & thereby assist the brand in moving closer to the customer
☞ Set-up payment channels for the brand with friendly banking partners understanding their operational limitations
☞ Build recovery strategies for the brand and recovered 3.75 Cr. within a fortnight
Role:
☞ Administered a team of 38 direct and 55 indirect reports to drive Service Excellence, by development of Customer Service Programs focused on CX and revenue generation & management
☞ Lead the entire customer life cycle; developing customer service policies and standards for the organization
☞ Served as end point of contact for customer escalations and ensuring a high-quality CX; spearheading continuous development and improvement of services as per set service targets / objectives
☞ Devised strategies for retention and churn management thereby ensuring minimal revenue erosion & retention of high revenue customers
☞ Developed long-term business plans and reviewing, monitoring and managing budgets to increase profit margins
☞ Built B2B and B2C advt. campaigns, incentive / affiliate programs to drive improved brand recognition, leading to increased business development
☞ Developed SOPs and KPIs/KPAs for smooth business operations; determining areas of improvement in customer service by maintaining regular contact with customers, monitoring customer satisfaction reports & trends and through analysis of KPIs (productivity, SLA, churn, customer satisfaction)
☞ Established and implemented ‘best practice’ processes resulting in reduced costs and improved customer service
☞ Contributed to top line & bottom line growth by identification of new business opportunities by analysing market trends and competitors; charting out strategies and contributing towards enhancing business volumes & growth
☞ Ensured effective hiring, orientation, training, development and retention of staff; promoting creative thinking and ownership amongst employees; providing necessary technical expertise and guidance to the team
☞ Designed & developed business matrix dashboard for periodic business reviews
Highlights:
☞ Incentivized sales programs through commission and promotions for the customer service team, and all sales channels built to boost footfalls for the organization by 35%
☞ Implemented customer-centric policies, procedures and processes and standardized platforms for communication; improved brand NPS from meagre -30 to 20, thereby making the brand move closer to the customer
☞ Built Big Daddy Club - Member Program, and increased the membership base by 40% QoQ
☞ Incisive acumen in enhancing sales by over 60% through acquiring 50 new partners within the first 3 months
☞ Generated ₹115.2M revenue first year of business (15-20% growth MoM) through innovative sales package bundling
Highlights:
☞ Understand & study Business Operations & it’s working
☞ Analyse past data to identify trends & behavior patterns
☞ Highlight defects / deficiencies & its possible impacts to business
☞ Design, develop & implement an optimized service delivery plan
☞ Conduct Operational SWOT to build people and system capabilities, to drive efficiencies
☞ Define key matrices for the Operations Unit & value optimize operations
Brands: Mercedes-Benz, Hyundai Automobiles etc.
Role:
☞ Developed and implemented innovative customer experience and brand loyalty programs to improve business retention and customer satisfaction
☞ Championed sales and traffic, leveraging CRM, loyalty, and credit programs
☞ Established short- and long-term strategic plans for building the brand’s mobile application and member loyalty program
☞ Implemented a customer management plan and established customer support models in accordance with overarching brand identity
☞ Optimized customer life-cycle through mapping customer journey and establishing contact centers for continuous outreach; monitor KPIs
Highlights:
☞ Enhanced customer service scores by 25% in the first year with policy, process and procedural reengineering
☞ Combined B2B and B2C campaign management strategies to increase business by 30%
☞ Redesigned and increased Club Deltin Loyalty Program membership by 3X with various innovations and engagement strategies
☞ Formulated revenue generating streams and generated ₹12.8M revenue in the first quarter and 40% growth each quarter until 2017
☞ Identified and implemented CRM platform to monitor customer behavior, build consumer insights, best practices, and recognition of emerging trends to facilitate effective business strategies
Role:
☞ Designed, developed and implemented innovative customer experience and brand loyalty
programs as a marketing partner for various F&B clients like, Pan India Food Solutions, PizzaExpress, Foodlink Hospitality, SID Hospitality etc. to increase customer footfall and revenue generation
☞ Diligently increased sales traffic, leveraging CRM, loyalty, and credit programs for clients in India, GCC and South East Asia
☞ Identified client specific customer life-cycle through mapping customer journey and devised short and
long-term strategic plans to generate repeat business in line with client’s vision and goals
Highlights:
☞ Enhanced customer footfall at client outlets by 10-15%
☞ Developed and rendered support module for the sales teams in India & GCC to acquire new accounts and retain old accounts by building retention strategies and team competencies
☞ Executed operational metrics for the team along with performance tracking mechanism to increase team efficiencies by 20%
☞ Conceptualized:
- B2C campaigns strategies to increase client revenues by 25-30%
- Unique technology driven consumer engagement modules and deployed it for the clients thereby increasing organizations’ revenues by 5X and client revenues by 12X
Role:
☞ Lead a team of 8 direct and 280 indirect reports to operate Customer Service wing with focus on revenue generation and enhance customer experience
☞ Monitoring consumer behavior across various channels and mediums, designed and deployed customer support models for the brand & its affiliates
☞ Developed and implemented innovative customer experience and brand loyalty programs to improve business retention and customer satisfaction
☞ Built strategic plans for building the brand’s mobile application and member loyalty program integrated with brand products like Hungama Music App, Hungama Movies App, Buzztop App etc
☞ Implemented a customer management plan and established customer support models in accordance with overarching brand identity
☞ Optimized customer life-cycle through mapping customer journey and establishing contact centers for continuous outreach; monitor KPIs
Highlights:
☞ Successfully reduced cost to service by 20% through establishing optimized customer support model and maintained the same year-on-year
☞ Conducted thorough business study to change the business line from download-based revenue business model to download-streaming with advt.-based business model
☞ Re-engineered policies, processes and procedures to increase customer service scores by 10-15% every quarter
☞ Established team SOPs to increase contact center efficiencies thereby increasing brand response rate by 10% for queries raised across all engagement channels
☞ Formulated and implemented B2B and B2C campaign management strategies to increase revenues by 20%
☞ Executed sales model to deliver revenues of ₹125M in revenue every quarter and 15% growth each quarter until 2014
Role:
☞ Identified and assessed future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers in the organization
☞ Mapped an overall or individualized training and development plan that addresses needs and expectations of the department
☞ Deployed a wide variety of training methods and conducted effective induction and orientation sessions with an able team of 8 trainers
☞ Monitored and evaluated training program’s effectiveness, success and ROI periodically to manage training budgets
☞ Resolved problems and tailored training programs as per changing business requirements.
☞ Maintained a keen understanding of training trends, developments and best practices
☞ As a part of the business improvement group, built retentions plans to renew existing customer contracts and supported business operations
Highlights:
☞ Designed & developed a robust model for New Hire Trainings and reduced Training Timelines by 40%
☞ Automated Training MIS Reporting to audit course content, training delivery, training output and team efficiencies which moved data seamlessly onto organizations performance management tool
☞ Worked extensively with Operations to effectively migrate processes & systems from Australia to India for VHA (i.e. Vodafone Hutchison Australia) and reduced migration timelines by 5% with effective training management
☞ Devised specialized training modules as per CSAT & NPS observations, to increase scores by 10% post training intervention
Role:
☞ Executed Training Delivery for new hires & refresher trainings for Process, Product, Systems, Sales etc.
☞ Managed Training Content through collecting Customer Feed-back, Process Changes, Product Updates, System Updates/Improvements etc
☞ Assisted in selecting training aspirants through IJP (Internal Job Promotion) and assisted in developing training need assessments for Trainer development
☞ Designed Training Procedures Manual (Leader Guide) for New Trainers, Operational and Loan Trainers.
Highlights:
☞ Identified to train for migration processes & systems for VHA
☞ Consistently delivered training batches with quality score in line with the BAU Operations (5% variance)
☞ Nominated to the business improvement group as a customer advocate
☞ Appreciated by business for significant contribution in process & system (i.e. CRM - Fresh, PeopleSoft & SIEBEL) improvements through constant feed-back & follow-ups to enhance customer experience and was felicitated for,
- Awarded “Migration Star” - 3rd & 4th Quarter 2009 - January 2010
- Nominated for the “Support Star Award - 2nd Quarter 2007” - September 2007
- Certified to Deliver “Sales Skills Training” - January 2006
- Nominated for the “Support Star Award - 4th Quarter 2005” - January 2006
- Received for the “Special Thanks and Recognition Award - 4th Quarter 2005” - January 2006
Role:
☞ Delivered training for new contact center staff and existing staff through briefing, e-learning modules, presentations & workshops
☞ Helped train transition processes. Highlighted process, procedural and policy deficiencies, to suggest business improvements
Highlights:
☞ Entrusted the assignment to handle all migration processes and train pilot training batches in India
☞ Nominated to test CRM systems in line with existing policies, processes, procedures and to report system deficiencies
☞ Nominated to handle e-learning modules for the organization
☞ Appreciated by the organization & was awarded “Above & Beyond Call of Duty Award - 3rd Quarter” - October 2005
Role:
☞ Delivered training for existing staff through briefing, presentations & workshops
☞ Highlighted process, procedural and policy deficiencies, to suggest business improvements.
Highlights:
☞ Nominated to Migrate 3 Direct - Sales Process from Australia to India
☞ Entrusted assignment to Orange - Sales Activation & Dealer/Retailer Activations Process from Australia to India
Role:
☞ Gave mobile phone related assistance to Australian customers, enhancing their customer experience
☞ Made sure all customer queries are answered, issues resolved & feed-back cascaded to the relevant teams to better customer experience
☞ Assisted the team leader with the coaching of team members on product, processes & systems
Highlights:
☞ Through internal assessment got selected as Loan Trainer
☞ Received numerous Customer Appreciation
☞ Had highest quality score throughout training and whilst on the operations floor
Role:
☞ Gave mobile phone related assistance & sold Mobile Phone packages to UK (United Kingdom) customers, enhancing their sales experience
☞ Understood the requirement of a new hire & conducting new hire training
☞ Coached team members with the changes in Products & Processes
☞ Ensured sales targets were met and assisted the team leader with the quality audits of new team members
Highlights:
☞ Received the Best Lead Sales Associate - August & September 2003
☞ Entrusted the role of conducting new hire training for UK (United Kingdom) division
☞ Assigned team training activities
Role:
☞ Gave mobile phone related assistance and sold Mobile Phone packages to USA (United States of America) customers, enhancing their sales experience
☞ Ensured sales targets are met and assisted the team leader with the training of new team members
Highlights:
☞ Received the Best Sales Associate - May 2003
☞ Assigned team training activities
Graduation
Higher Secondary School Certificate