Susruth D.

Experience

• 

  AIESEC

  Apr 2012 - Apr 2013

  Team Leader | OGX
• 

  Nielsen

  Oct 2014 - Oct 2014

  Marketing Intern

  -Leveraged market research principles to support Nielsen India's projects for the Haryana and Maharashtra elections.-Conducted in-depth secondary research on contesting candidates to inform campaign strategies. -Managed and coordinated a team of 15 field researchers for IVR testing. -Led and oversaw on-ground teams conducting exit polls across 10 constituencies. Ensured efficient and accurate data collection during election counting by managing a team of 20 field personnel.Marketing Intern | Market Research | Digital Strategy Show less

• 

  PeepinNOW

  Apr 2015 - Jun 2015

  Marketing Intern
• 

  Vodafone Idea Limited

  Apr 2016 - Nov 2018

  - Identified a gap in the market and spearheaded the development and launch of a new 2G data pack (Rs. 154_5GB_2G28D) specifically targeting entry-level smartphone users. This pack became the bestselling pack of the month, demonstrating a deep understanding of customer needs and a proactive approach to product development.-Boosted recharge sales by 300% through a multi-pronged approach, including driving sales efforts from the contact center and implementing a successful incentive scheme. This achievement showcases strong sales leadership and the ability to motivate teams to achieve exceptional results Show less

  • Key Account Manager

    May 2017 - Nov 2018

  • Business Analyst

    Apr 2016 - May 2017
• 

  Maruti Suzuki India Limited

  Nov 2018 - Jan 2023

  - Leading the design and implementation of process improvements for omni-channel customer journeys across all touchpoints. - Championing the service transformation of interaction management through Salesforce Service Cloud design for dealership implementation. - Pioneering the adoption of Net Promoter Score (NPS) at Maruti Suzuki, establishing a first-time measurement system across Sales, Service, Quality & CX verticals at five key customer touchpoints. - Boosting first-call resolution (FCR) rates by implementing a three-tiered FCR strategy, achieving over 80% efficacy in top complaint categories within MS Dynamics CRM. - Developing the company's first customer interaction policy and framework using Salesforce CRM. This standardized approach ensures consistent and effective customer service across all business lines. - Leveraging business intelligence and social listening tools to design conversational flows for an AI-powered chatbot launching soon on WhatsApp and social media channels.Senior Program Manager | Customer Experience | Salesforce | CRM | NPS | Chatbot | Omni-Channel Show less

  • Customer Experience Manager

    Oct 2020 - Jan 2023

  • Product Owner

    Nov 2018 - Oct 2020
• 

  EY

  Jan 2023 - now

  Senior Consultant

  Business Design Consultant for Sales & Service process to improve customer experience and optimise customer journeys through business process re-engineering.