Assistant General Manager
Aster DM Healthcare
Total years of experience :19 years, 3 Months
Head of Customer Experience for Aster DM Healthcare
Lead customer experience for Aster Clinics and Pharmacy
Manage all customer support functions and channels
Spearhead customer service training
Oversee all VOC sentiments and provide deeper understanding of customer needs and behavior
Partner with Marketing to improve loyalty performance- acquisition, retention and engagement
Responsible for contact center revenue contribution and performance
Manager - Customer Relations & Nodal Officer reporting into Director Customer Relations
Manage all customer email communication for the Airlines
Ensure grievances and customer feedback are reverted to within TAT
Liaise with Airport Operations & Inflight Services to resolve passenger complaints
Data analysis of complaints and feedback
Lead projects to improve overall Customer Experience
Provide dashboards to Department Heads to improve end user experience
Facilitate hiring and training of Customer Relation Officers
Spearhead Customer Service delivery on Social Media (Facebook/Twitter/Consumer Forums)
Prepare compliance reports on customer feedback for the Director General of Civil Aviation
Resolve high profile escalations and sensitive complaints
Operate an acclaimed and effective Customer Service delivery model on Social Media for the Airlines
Team Manager at Serco Global Services
Span of control included Team Leaders, Team Coaches’s and 50-60 Travel Advisors
Completely manage the OJT (On-Job Training) department for National Rail Enquiries, UK - Delhi site
Overall performance management for dedicated operations team
Manage day to day operations for a 120 headcount British travel process for the OPS Manager
Manage PCA, C-sat, Accuracy & BQ for Operations & OJT
Manage RNR, retention and engagement strategies for OPS & OJT
Evaluate training, coaching and feedback effectiveness for OJT batches
Manage call centre operations of over 100 voice executives and 60 back end operators
Deliver Customer Service targets besides driving quality and daily operations
Manage staff roster, MIS, invoicing and all employee engagement activities
Master’s Degree in English Literature
➢ MA English (Honors) 2004 - English and Foreign Languages University (EFLU)
➢ BA English (Honors) 2001 - North Bengal University (NBU)
➢ Higher Secondary (1998) - St. Dominic's College (Shillong)
➢ Matriculation (1996) - St. Peter's High School (Shillong)
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