Professional having end-to-end experience in driving CX transformation programs that include - Customer understanding, Experience Design, Championing CX strategy, Fostering Customer Centric Culture, VOC and Customer insight initiatives and Governance.
Manager - Customer Satisfaction
at Volvo Trucks India
October 2008 - at Present
Bangalore Urban - Karnātaka
- Championing “Uptime Journey” – the CX strategy, which focuses on delivering various technology driven services to Customers, aimed to take Customer's fleet uptime to next level. - Established a robust system to reflect VOC across various levels, which has been serving as a catalyst for continuous improvements. Enabled the improvement of CSI on complaint handling from 45% in 2014 to 78% in 2019. - Playing instrumental role in conceptualizing and driving CX transformation projects by involving cross functional stakeholders. Organizing “Customer Satisfaction Group”, a robust management review forum that meets every month and drives completion of the projects in-line with defined scope and timelines. - Driving employee engagement and involvement - from the front line to leadership suite – by partnering stakeholders in developing and implementation of strategic initiatives. Driving programs that coaches the front-line members towards adopting Customer centric approach.
Sales & Service Executive - Undercarriage
at Tractor Engineers Limited
October 2005 - October 2008
Mumbai - Mahārāshtra
As a member of After sales organization in Crawler Under Carriage unit of Larson &Toubro Ltd., responsible for handling Warranty claims & customer complaints; Customer training; Product performance monitoring & New product development.
Engineer - Customer Support
at Liquid Controls India Pvt. Ltd.
May 2004 - October 2005
Mumbai - Mahārāshtra
Aftermarket support for Compressors, Pumps & Flow metering systems in Oil & Gas applications.
at Toshniwal Hyvac Pvt Ltd
May 2002 - April 2004
Chennai - Tamil Nādu
Aftermarket support for Flow meters in Petroleum & Process industry.
Certified Customer Experience Professional
at Customer Experience Professionals Association
2019 - at Present (1 year) Minnesota
Internal Auditor ISO 9001:2015
at TÜV SÜD
2017 - 2017 (1 year) Bangalore Urban - Karnātaka
Project Management Fundamentals
at International Institute for Learning
2016 - 2016 (1 year) Bangalore Urban - Karnātaka
Bachelor of Engineering
at Bharathiar University
1999 - 2002 (3 years) Erode - Tamil Nādu
Understanding the experience expectations of Customers through creating Personas, Journey Mapping & Conducting Qualitative studies
Design the experiences at all Customer interaction points, based on the inputs gathered from Customer understanding process
VOC & Customer Insights
Driving Voice of Customer and Customer Insight programs, so as to understand the Customer's perceptions on the experience. Drive continuous improvement programs based on VOC.
Formulate CX strategy for the organization, that connects all key elements of Customer Experience Excellence, such as Customer Understanding, Experience Design, VOC, Customer Centric Culture & Governance.
Customer Centric Culture
Foster Customer Centric thinking and approach among the employees through engagement and continuous coaching.
Knowledge and keywords
- project management
- attention to detail
- quality management system
- design thinking
- business communication
- business analytics
- call center management
- training & coaching
- customer complaint management
- process innovation
- customer journey mapping
- effective presenter
- cs surveys