Director - Customer Support

Director of Customer Experience :

- Leading the Issue Resolution Desk handling various customer queries, requests & complaints & providing a resolution to the end customers within the agreed turn around time. Source of issue inflow - Service Request, Customer Care Email, Feedback, Facebook, Twitter, CEO Escalation etc.

- Ensuring compliance with the service level agreement and targeting a reduction in the complaint & repeat percentage through process correction & analysis.

- Successfully maintained an overall escalation closure SLA - =98% and ensuring end to end quality resolution.

- Spearheading the responsibility for managing the Call Quality Assurance Team.

- Driving the Overall Call Quality for the entire Customer Delivery Team, Dispatch Team & Operator Escalation Desk thus contributing towards the improvement of the end Customer Satisfaction scores.

- Leading the Training Team. Responsible for imparting product & process training to various teams - Delivery, IRD, Dispatch, Operator Escalation Desk, Operators & Drivers.

Key responsibility :

- To smoothly manage the end to end Customer Experience operation & enhance the performance level.

- Ownership of day to day operations, ensuring that all deliverables are met based on the SLA.

- Contributing towards various process correction & bridging process gaps if any for a controlled operation.

- Preparing SOP`s for all new implementations for smooth operational process.

- Weekly/Monthly review with the Management Team.

- Monitoring & mentoring the performance of the team members to ensure efficiency in process operations.

- Constantly prepare inputs for the betterment of the process.