Associate Director - Customer Experience & Operational Excellence

• May 2022 - Present

Customer Experience Lead

• Feb 2019 - May 2022

Manager - Delegate Aquisition

• May 2018 - Feb 2019

Head - Customer Support, Logistics & Buyer Experience

• Jul 2015 - Apr 2018

Customer Support: Managing pre and post sale customer experience via phone, email support and ORM. Looking after the entire CC specific KPIs for Customer Satisfaction, Efficiency and Employee Development. Transition of outsourced contact center in house for better control and quality. Supervising and controlling organizational service quality to drive Net Promoter Score for the brand Workforce management – Forecasting, Scheduling, Real time Adherence and MIS Driving continuous improvement projects to improve customer experience and automation projects to reduce human efforts and improve Service Levels Logistics: 3PL Management End to end order fulfillment. Negotiate and onboard new service partners to expand Pan-India serviceability & improve service levels. Monitor and review performance on forward & return distribution. Shipment life cycle closure with service partners, along with reconciliation of billables followed by claims. Driving automation and efficiency projects to reduce human efforts at the warehouse. Cost optimization and performance improvement projects. Buyer Experience: Improve customer repeat by identifying, analyzing buyer experience impacts to improve both first and repeat transaction experience. Establishing brand loyalty and referral programs along with preferential treatment for high value customers. Redesigning overall customer communication visible on the platform, Email’s and SMS's. Show less

Assistant Manager

• Oct 2013 - Jun 2015

Team Leader - Internal Audit & Risk

• Sep 2005 - Oct 2013

Technical Support Assistant

• Jan 2005 - Sep 2005