Associate Director - Customer Experience  •  BeatO

December 2021 - Present

• Customer Experience Strategy: Develop and implement a comprehensive omnichannel CX strategy, aligning with the company's P&L objectives. Successfully identified and filled process gaps across all touchpoints, enhancing customer interactions from pre-purchase to post-refund stages.
• Team Management and Leadership: Leading and managing diverse customer-facing teams, including Chat, Voice, Email, Retention, Activation, Social Media Escalation, Legal/Founder's Escalations, Medicine/Lab Test, and Customer Success-Care & Doctor team to improve the first interaction of subscription customers. Conducting effective 1:1 meetings, coaching, and mentorship to drive team performance, career growth, and job enrichment opportunities.
• Process Improvement and Automation: Spearheading initiatives to improve customer experience by streamlining existing processes, leveraging automation, and optimizing Chatbot communications. Implemented TnQ guidelines and managed the Quality & Training team to ensure consistent and effective customer service procedures.
• Customer Feedback Analysis: Collected, tracked, and analyzed customer feedback to gain valuable insights into customer satisfaction (CSAT%) and brand performance (NPS%). Utilizing data-driven insights to suggest internal improvements, enhancing overall customer experience.
• Technology Integration and Deployment: Deploying new internal products, including App features automation, Chatbot automation, WhatsApp chat integration, Dialers, Ticketing system, and CRM, aligning with specific business needs. Ensuring a seamless experience for customers across various channels, including CX touchpoints, Apps, SMS, Calls, WhatsApp, and Emailers.
• Consistent Performance: Met and exceeded daily Key Result Areas (KRAs) in alignment with business requirements, showcasing a strong work ethic and ability to achieve targets consistently.

Manager Customer Support  •  Lenskart

December 2020 - December 2021

• Collaborative Leadership: Collaborated closely with the VP-Customer Experience (Omnichannel) to drive process improvements and elevate the overall customer experience. Played a key role in aligning departmental strategies with broader organizational objectives.
• Multichannel Optimization: Successfully worked on enhancing customer interactions across various modules, including Social Media, Live WhatsApp Chat, and strategically minimized customer escalations, resulting in improved customer satisfaction.
• Live Chat Implementation: Led the implementation of a Live Chat platform (Freshchat) and trained Chatbot based on the SOP process & required FAQs, effectively enhancing real-time customer support and communication, contributing to a better overall customer experience.
• AI-driven FCR Improvements: Supervised initiatives to leverage AI technology and analytics for improving First Contact Resolution (FCR) rates, resulting in quicker and more efficient issue resolution for customers.
• Technology Integration: Successfully implemented MyOperator and C-Zentrix dialers, optimizing customer service operations and streamlining customer interactions across different touchpoints. Additionally, the ticketing process improved through VSM improvisation and automation, leading to a reduction in ticket volume and increased efficiency.

Project Manager - Processes  •  BeatO

September 2019 - December 2020

• Strategic Vision and Leadership: Collaborated closely with the CEO and COO to define the vision and goals for customer experience and product development. Played a key role in aligning customer experience strategies with overall business objectives.
• Process Optimization and Integration: Successfully worked on multiple modules, including Order Management, Order Fulfilment, Returns, Fresh Desk Ticketing, and Courier Integration API, driving process improvements and seamless communication. Leveraged tech and product teams to streamline internal processes, leading to enhanced customer experience.
• Technology Integration: Implemented Ameyo & Ozontel software to enhance the quality and performance of the customer experience team, empowering them to deliver exceptional service across various channels.
• Service Level Management: Introduced TAT (Turnaround Time) implementation, ensuring adherence to Service Level Agreements (SLAs) and improved process efficiency, ultimately enhancing overall customer satisfaction.

Complementary Role: ISO 13485:2016 Compliance: Undertook MR (Management Representative) responsibilities, creating process SOPs, and organizing training equipment to achieve compliance with ISO 13485:2016 standards, further establishing the commitment to quality in customer experience.

Assistant Manager Customer Support  •  ShopClues

July 2014 - September 2019

• Multichannel Expertise: Demonstrated proficiency in managing all customer service verticals, including direct customer interactions for voice, email support, and social media. Ensured seamless and consistent support across various communication channels.
• Career Growth: Demonstrated exceptional performance and dedication, leading to significant career advancement within the company from an Executive role to successive promotions as Sr. executive, SME, Team Lead (TL) & AM.
• Social Escalation Management: Prioritized and effectively handled social media escalations, resolving issues promptly, and providing appropriate solutions to maintain a positive brand image and customer satisfaction.
• Proactive Issue Resolution via Internal CRM- SHARP: Identified customer-impacting problems and proactively implemented effective solutions and process improvements, resulting in increased customer satisfaction rates.
• Standard Operating Procedures (SOPs): Prepared comprehensive SOP documents, streamlining customer service processes and ensuring consistency in service delivery.

Senior Executive Customer Service  •  Canon

April 2013 - June 2014

• Global Customer Support: Successfully managed both domestic and international customers via Live Chat & Emails.
• Upselling: Achieved targets by providing excellent customer support while also effectively upselling products and services, contributing to increased revenue generation.