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.

Experience

  • 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.

  • Service Engineer

    at Toshniwal Hyvac Pvt Ltd

    May 2002 - April 2004

    Chennai - Tamil Nādu

    Aftermarket support for Flow meters in Petroleum & Process industry.

Education

  • 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

Services offered

  • Customer Understanding

    Understanding the experience expectations of Customers through creating Personas, Journey Mapping & Conducting Qualitative studies

  • Experience Design

    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.

  • CX Strategy

    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.

Languages

  • English Conversation

  • Hindi Elementary

  • Tamil Native

Hives