Archana Rao

Experience

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  Bharti Airtel Ltd

  Mar 2000 - Oct 2011

  Assistant Manager

  • Managed customer complaints and implemented effective solutions to enhance customer satisfaction.• Analyzed CSAT data to identify trends and improve overall CSAT scores.• Oversaw postpaid voluntary churn quality audits for predictive churn management.• Conducted process and quality audits, continuous improvement and effective complaint management.

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  Tech Mahindra

  Oct 2011 - Sept 2015

  Quality Manager

  • Gained comprehensive knowledge and hands-on experience in inbound process, • Roll out of ICSAT & CSAT survey Globally• Managed the collation and analysis of survey data to create reports, scorecards, and dashboards• Conducted internal ISO audits & Collaborated with team and and resolve Non-Conformance (NC)

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  IEnergizer

  May 2016 - Dec 2017

  Sr. Manager – Transaction Quality

  • Monitored service desk transactions and other processes for Samsung India• Managed Standard Operating Procedures (SOPs) and coordinated process improvements • Led periodic calibrations with customers to strengthen transaction monitoring for all Samsung Processes• Analyzed CSAT reports, conducted Root Cause Analysis (RCA), and developed action plans • Drive continuous improvement in customer service quality

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  Fireball Securitas & Consultants Pvt. Ltd.

  Mar 2018 - Oct 2021

  Sr. Manager – Head Service Operations

  • Strategically led Customer Experience and Project Management teams to ensure seamless service delivery.• Managed a team of 10 professionals, overseeing Daily Service Reports, complaint resolution & new deployments.• Successfully implemented projects and ensured timely retrieval of payments (Accounts Receivables), reducing client complaints by 90% and driving improvements in NPS and CSAT scores.• Conducted regular process audits to ensure strict adherence to Standard Operating Procedures (SOPs) • Drove process improvements by identifying areas for innovation and efficiency gains.• Actively participated in periodic review meetings to assess team and project performance.• Managed client queries and communications related to process operations and knowledge. Show less

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  Blue Monk Ventures Pvt. Ltd.

  Oct 2021 - now

  AVP Customer Experience

  • Overseeing the complete RC contracts for the delivery of IT spares and peripherals to end customers, ensuring compliance with defined SLAs.• Overseeing recurring invoicing for service projects, including Residence Engineers, Call Support, and Asset as a Service, ensuring timely and accurate billing.• Leading a team of 25 professionals handling ticket logging, order management, and material delivery across PAN India, ensuring timely closure of tickets once orders were delivered.• Conducting internal audits to identify areas for process improvement and operational efficiency.• Managing service-related contracts (Asset as a Service model), ensuring timely delivery of assets and resolution of service-related complaints.• Coordinating with internal teams and customers to address and close any process gaps, ensuring smooth operations.• Leading process reviews to optimize workflows and performance across business functions.• Facilitating succession planning to ensure the development and readiness of team members for future leadership roles.• Elected as the Presiding Officer for POSH (Prevention of Sexual Harassment) for two consecutive years, ensuring a safe and respectful workplace through compliance and training initiatives. Show less