Expertise in managing and improving customer experience through strategic oversight of processes and service delivery, ensuring consistent customer satisfaction. Proven ability to drive process improvements, enhance operational efficiency, and streamline workflows, leading to optimized performance and cost savings. Skilled in managing multiple service partners across diverse geographies, setting KPIs, and ensuring exceptional service delivery to meet business objectives. Strong background in fostering high-performance teams, driving quality management, and leveraging business development strategies to achieve growth and operational excellence.
?Customer Service Operations Management: Spearheaded the execution of customer service operations in telecom and BPO, ensuring streamlined processes, high-quality service, and adherence to service levels.
?Customer Experience & Expectation Management: Delivered consistent NPS and CSAT improvements through proactive management of customer interactions, expectations, and feedback.
?Call Center & Outsourced Operations: Led the transition and migration of call center operations, driving efficiency while optimizing outsourced business functions across multiple geographies.
?Business Development & Continuous Improvement: Focused on growth and operational excellence, utilizing Six Sigma principles for process optimization, training, and cost reduction to drive business success.
Primary Skills :-
?Customer Experience Management
?Cx Design Implementation
?NPS (Net Promoter Score)
?CSAT (Customer Satisfaction)
?Performance Management
?Inbound & Outbound Operations
?Voice and Non-Voice Operations
?Team Management & People Leadership
?Business Partner (Vendor) Management
?Business Transition & Migrations
?Operational Excellence
Secondary Skills:-
?Process Engineering Expert
?Business Development Planning
?Quality Management System (QMS)
?Budgetary & Cost Optimization
?Six Sigma - Green Belt
?Decision-making & Thought Leadership
?ISO-9001 Audit Certification