Arti Goyal

Customer Experience Manager at Mountain West Studios Ltd
  • Claim this Profile
Contact Information
us****@****om
(386) 825-5501
Location
Greater Vancouver Metropolitan Area, CA
Languages
  • French -
Skills

Topline Score

Topline score feature will be out soon.

Bio

Generated by
Topline AI

You need to have a working account to view this content.
Join now
You need to have a working account to view this content.
Join now

Credentials

  • Next Gen Manager- Designed By - Harvard Business School
    Harvard Business School

Experience

  • Mountain West Studios Ltd
    • Canada
    • Photography
    • 1 - 100 Employee
    • Customer Experience Manager
      • Jan 2017 - Present

      Ensuring , "First Time Right"​ Experience for School Day and Grad Customers . The product is Student Photos and has a high Emotional value for families , thus ensuring that we create life time memories ..Responsible for customer friendly processes and ensuring the customer life cycle is Seamless and Delightful .Managing front office ,customer helpdesk and back office operations and ensuring Personalized services

    • Sales and Service Specialist
      • Sep 2016 - Jan 2017

      • Ensuring Exceptional Customer Experience for all customers• Responsible Service Level agreements and customer Satisfaction.• Planning and Implementation of projects to take customer experience to the next level .• One touch Point for the Field Sales Team for support and liaison

  • Tata Sky Ltd
    • India
    • Entertainment Providers
    • 700 & Above Employee
    • Regional Head- Call Centre Operations - North n West
      • Mar 2013 - Feb 2014

      Responsible for the Contact Centre operations in North n West Region. Primarily focused on Customer Satisfaction Index of TATA SKY customers , based on Contact Centre Efficiencies . The Task involved to ensure the Service Partner to be aware of all governing parameters and meeting them so as to ensure higher Service levels, low churn and higher revenue thereof Responsible for the Contact Centre operations in North n West Region. Primarily focused on Customer Satisfaction Index of TATA SKY customers , based on Contact Centre Efficiencies . The Task involved to ensure the Service Partner to be aware of all governing parameters and meeting them so as to ensure higher Service levels, low churn and higher revenue thereof

  • Aircel
    • India
    • Telecommunications
    • 700 & Above Employee
    • Customer Service Head
      • Nov 2009 - Feb 2013

      Highlights:- Created a value added services upsell contact center which started as a two seater but grew upto a 75 seater with a revenue generation of 1.2 million  Low Budget stores were rolled out to increase the retail footprint in the area on an optimized costResponsibilities Responsible for a delightful Customer Life Cycle  Customer Onboarding Experience including Documentation Compliance and Governance Customer touch point experience – Call centres , Retail points  Complaint Management and SLA adherance Revenue Generation , Cost Optimization Execution of cost & experience programs across circle Management of CS applications for smooth operations Management of service audits to identify areas of improvement and actions of observations  Robust testing of products & applications launched in circle Drive Self Help Adoption programs AOP Management and control on Cost to Serve Manage loyalty and retention initiatives  Managing zonal CS operations  Build and provide Environment , Empowerment , Encouragement for the CSD team to achieve the desired KPI’s  Ensure high level of CSAT through all Service Touch points – Retail & Call Centre Revenue generation at Retail Stores and Stores  Reduce Cost of Waste and revenue drainage by ensuring Compliance on all critical policies Channel Satisfaction and motivation Team development and grooming programs

  • Reliance Communications
    • India
    • Telecommunications
    • 700 & Above Employee
    • Customer Service Specialist
      • Sep 2002 - Nov 2009

       Channel Partner Network Creation and Expansion Ensuring Equipment Installations within SlA Outlet & Installation audits  Field Installation & Complaint resolutions audits Timely Channel payouts Customer Taking care of Complete Customer Life cycle  Retention & Churn Management – Developing retention programs to reduce the grace bucket and enhance retention through service recovery Cross Sell & Up sell to enhance revenue and provide the best suited plans to customers Complaint Handling and SLA adherence to ensure high CSAT Modifying process to meet customer requirements keeping the company’s interest in mind Service Assurance , to ensure high level of CSAT Handling legal , appellate authority and Escalations from the Chairman’s officePlanning Manpower Planning and recruitment of manpower  Formulating CC processes related to field and Contact Centre  Rolled out Contact Centre for the State of J&K & handling operations Responsible for ensuring process , product and system trainings to the channels and employees

Education

  • National Institute of Management
    Master of Business Administration (MBA), Business Administration and Management, General
    2006 - 2008
  • Panjab University
    graduation, economics
    1989 - 1994
  • Sacred Heart Senior Secondary School - India
    10th, general
    1978 - 1989

Community

You need to have a working account to view this content. Click here to join now