• Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kinds of customer interactions, transactions, and engagements – from pre-purchase to refund to customer experience. • Take a 360-degree view of business in order to find process gaps and fix them. • Managing customers experience via Chat, Voice, Email, Retention, Activation & Social Media Escalation team & Doctor servicing team. • Define the Omni-channel CX strategy along with the P&L • Creating effective customer service procedures, policies, and standard communications. • Managing performance and behaviour of direct reporters through effective 1:1 meeting, coaching and mentorship on career paths for internal promotion and job enrichment opportunities • Highlighting the product related issues to tech team for resolution. • Leading Quality & Training team and created TnQ guidelines in order to streamline the existing processes. • Working to improve the existing Chat bot communication in order to decrease the inflow of agent transfer chat numbers. • Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered – help measure metrics such as CSAT%, NPS% to gauge how the brand is performing on CX performance parameters. • Process re-engineering & design customer journeys across touchpoints • Deploy new products like App automation, Chatbot automation, WhatsApp chat integration, Dialer, Ticketing system & CRM deployment & required automation according to the business needs. • Gatekeeper of all customer content – CX touchpoints, App, SMS, WhatsApp & Emailers.

Closely worked with the VP- Customer Experience (Omnichannel) to Improve the process & customer experience Worked on Modules: Social Media, Email, RCB Chatbot to Live Chat, Minimize Customer Escalations Live Chat implementation (Freshchat) for better customer experience Working on AI improvements to increase the FCR% Net Promoter Score (NPS) MyOperator & C-Zentrix implementation VSM improvisation for the ticketing process and automation in order to reduce ticket volume Repeat Analysis FRT/TAT implementation to improve the process Service Level Management (SLAs) DSAT Analysis to improve the CSAT%

Closely worked with the CEO, COO to set Vision and goals for the customer experience & Product Net Promoter Score (NPS) Working on Modules: Orders Management, Order Fulfillment, Returns, Fresh Desk Ticketing, Courier Integration API’s and Communication Process Improvement with the help of tech and product team Handling CS team, Medi/Lab test & Diabetes Educator team in order to improve the customer experience of BeatO CHATBOT implementation (Freshchat) for better customer experience Internal Panel (Backend) improvisation for the ticketing process and automation Ameyo & Ozontel software Implementation process in order to improve the quality & performance of the customer experience team Repeat Analysis TAT implementation to improve the process Service Level Management (SLAs) DSAT Analysis to improve the CSAT MCPO Analysis Handled MR responsibilities to prepare the process SOPs, training material, etc for ISO 13485:2016

Handled all the verticals directly for Customer service, voice; email support and social media. Ensured the social escalations are dealt with on a priority basis and addressed appropriately. Identified customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate. Preparation of SOP (Process) documents. Service Level Management (SLA)%.

Handled domestic as well as International customers. Job is to give support to the customer and do upselling (Target based). Blended Model: Need to follow up with vendors over calls as well as on email.

Cold calling to improve Insurance sales Improving quality scores Maintain daily KRAs