Bengaluru, Karnataka, India
With over a decade of expertise in CX strategy, operations, and process excellence, my role involves leading initiatives that enhance customer experience. My approach is deeply rooted in understanding and fulfilling customer requirements through data, which has resulted in significant improvements in experience metrics. I have successfully implemented technologies to automate and refine customer interactions, leading to a substantial reduction in ticket volumes. Collaborating closely with product teams to leverage insights to advance product capabilities and customer engagement. This collaborative spirit and the drive to create value are fundamental to my professional ethos. I operate with an entrepreneurial mindset, am passionate about startups, love building things from scratch & streamline processes at scale.
Leading CX Strategy and Design for Flights category at Cleartrip and Flipkart Travel. Building the best in class customer experience focusing on Transparency and Innovation. Driving NPS, Automation and enhanced customer service with multiple tech interventions across customer touch points.
Customer Experience, Program Management, Operations, Process Excellence. - Improved CSAT from 45% to 70% by implementing key projects and created a delightful customer experience. - Reduced ticket volumes by ~40% by integrating backend APIs with chatbots to transition from static to conversational experience for millions of customers. - Worked closely with product teams, shared key customer insights, and helped them identify gaps to improve success rates and reduce contact ratio.
- Developed a strong understanding of some of the best CRMs on how they can be effectively used to manage customer service. - Created and managed 150+ processes and content including 1000+ communication templates, FAQs, help topics available in-app and used by the customer service agents. - Lead a team of 50+ members including ops, process, training, and quality handling ~5K tickets/day. - Managed multiple internal & external stakeholders including product, marketing, growth, business, operations, legal, compliance, customers, and vendors.
I. Headed 2 micro markets in Delhi NCR achieving monthly GMV targets via multiple offline channels with major sources being corporate and travel agents. II. Handled a team of demand managers with focus on continuous growth via key account management, new client acquisition and churn reduction. III. Worked on new initiatives like SMART Travel Agents to work exclusively with travel agents, loyalty program for corporates to build a long term relationship, building packages and MICE channels to capture the growing demand.
Had a great learning experience working in a exponentially growing startup, building the operations from scratch and scaling up across India. I. Setup operations from scratch and helped the company to expand across India from just 2 centers in Gurgaon to 50+ centers in 10 cities across India in just 10 months. Guided teams in Bangalore, Mumbai, Hyderabad, Pune and the upcoming cities across India to setup and run operations efficiently. II. Headed operations of Delhi NCR - Built a team of 40, handling the pre-buying vehicle checks, vehicle documentation, logistics, inventory, after sales delivery and ownership transfer of the cars. III. Assisted Retail and Sales team during purchase and sale of a car to ensure smooth functioning.