Head - Customer Service - Consumer Durables

Head - Customer Service

- Detailed analyses of service operations and market factors were used to establish service strategies, which included planning and putting in place customer life cycle management practices to lower customer churn.

- Functional management of the training activities as a whole, with a main focus on SLAs and bottom-line profitability through assuring optimal resource utilization for increased operational effectiveness

- Driving NPS through thorough data analysis and effective direction to stakeholder groups involved in producing high NPS scores

- KPIs, SLAs, Volume Management, Team Utilization, Quality & Training, CSATs (Customer Satisfaction), RCAs (Root Cause Analysis), and Forecasting are all monitored and managed.

- Capturing customers' voices and identifying scope of service performance & technical improvements; tracking results of visits at customer's end to evaluate their issues and identify scope of performance improvements

- Mentoring team to ensure efficiency in process operations & for meeting targets or KPIs, motivating high performance amongst the Service Team by operating and introducing appraisals schemes

- Consolidating the entire gamut of client support processes spread across multiple teams and providing directional guidance, driving service delivery, customer care, client engagement and client servicing teams to excellence

- Providing assistance in establishing processes/ procedures for different function of operations; ensuring process compliance. controlling operations cost by optimized use of all resources

Industry - Consumer Durable

Experience - 20 Years- 25 Years

Qualification - B. Tech/MBA