Arun Joseph

Experience

• 

  Shoppist

  Apr 2016 - Jun 2016

  Brand Partnership Manager
• 

  Mahindra First Choice Services Ltd.

  Jun 2017 - Aug 2019

  •Managed workshops for Business Excellence initiatives across India•Executed process improvements through efficiency and effectiveness analysis•Conducted process compliance assessments for franchise workshops, spare parts hubs and customer care on a sample basis and planned & coordinated with the partnered vendors for other locations•Advocated 5S, CAPA and Kaizen methodologies•Implemented Group Corporate Sustainability & Safety activities

  • Assistant Manager - Business Excellence

    Aug 2018 - Aug 2019

  • Management Trainee - Business Excellence

    Jun 2017 - Jul 2018
• 

  Udaan.com

  Sept 2019 - Feb 2022

  Process Excellence & Design | Customer Experience

  •Developed a code-based CRM & escalation system with different user query scenarios•Designed IVR and Chat bot automation services for users to reduce query traffic•Provided process-induced tech enhancement inputs to the product team to minimize the need for customers to reach the CX team and to improve first call resolution percentage

• 

  Accenture in India

  Feb 2022 - Dec 2024

  Senior Analyst

  •Collaborate with multiple global S&I teams to improve customer experience•Optimize customer touchpoints via process monitoring, surveys, and trend analysis•Manage customer-related satisfaction survey campaigns via Qualtrics to measure customer experience metrics (CSAT, CES, NPS, efficiency, effectiveness etc)

• 

  PayPal

  Jan 2025 - now

  Customer Experience Manager 3