Adarsh Nagdan, Chartered Marketer

Experience

• 

  Air Mauritius

  Oct 2004 - Oct 2008

  Role: Accountable for the design and delivery of the consolidated customer recovery system and handling of customer complaints. Main Responsibilities:  Develop the strategies and processes that will create an integrated customer recovery management system Implement Customer centric initiatives with the objective of enhancing service delivery in service value chain  Proactively manage tactical recovery related to a major service breakdown Work closely with customer contact points and identify processes which create barriers to serving customers and propose alternate solutions Show less

  • Customer Support Manager

    Apr 2008 - Oct 2008

  • Customer Sales and Service Manager

    Oct 2004 - Apr 2008
• 

  Barclays

  Oct 2008 - Jul 2018

  Role: Manage the Cards business (Debit, Credit and Cards acceptance) for Barclays Bank-Mauritius. Main Responsibilities:  Drive and Grow the Cards Acceptance (Point of Sale terminals) and Debit, Credit Cards businesses Deliver the business plans and ensure business profitability Drive projects to improve offering by enhancing product and introducing new services Define campaigns and work closely with Marketing team for execution Consolidate and improve relationship with merchants Manage a sales team for Cards Acceptance and provide coaching to develop a sales mindset and ensure delivery of targets Develop a culture of customer centricity Show less Role: Handle Complaints, manage the channel that keeps update on all issues and concerns faced by the customer and drives any change required in processes and products. Main Responsibilities:  Supporting management in the design, planning and launch of all customer service initiatives Identifying systems and processes which create barriers in serving customers  Proactively implement the complaints management strategy Facilitate training sessions Key Achievements Significant improvement in average resolution time and first point of contact resolution time of complaints Contribution in defining a fresh Complaints Handling Procedures Manual for Barclays Africa region Triggered and participated in a series of customer service enhancement initiatives through root cause analysis of complaints Delivery of Customer Service & Complaint Handling training across the bank Show less

  • Head of Cards Issuing

    Jan 2017 - Jul 2018

  • Cards Manager

    Jan 2012 - Dec 2016

  • Complaint Handling Team Leader

    Oct 2008 - Jan 2012
• 

  AfrAsia Bank Limited

  Aug 2018 - now

  Product Marketing Manager