Keshav Chauhan

Experience

• 

  Next Gen Paper Solutions Pvt. Ltd.

  Nov 2014 - Feb 2015

  Operations Executive
• 

  Genpact

  Feb 2015 - Jun 2015

  Process Associate
• 

  Practo

  Jul 2015 - Jun 2023

  * Orchestrated team expansion, driving a notable 12% surge in efficiency by elevating daily case resolution from 25 to 28 per person. * Pioneered a streamlined process implementation, catalyzing a remarkable 12% surge in call service levels from 78% to an impressive 90% within a mere 6 months. * Spearheaded a comprehensive feedback process overhaul, resulting in a noteworthy boost in overall communication quality, propelling the team's performance from 70% to a robust 85%. *Exhibited adept cross-functional collaboration, effectively truncating resolution turnaround time for social media escalations by an impressive 35%, skyrocketing from 15% to a notable 50%.* Demonstrated adept problem-solving, successfully eliminating internal bottlenecks and ushering a commendable 2% reduction in social media escalations within a concise 3-month timeframe. Show less * Orchestrated and guided a high-performing team of 5 Central Account Managers, entrusted with seamless onboarding and adoption of Prime customers. * Spearheaded a PAN India onboarding process transformation, achieving an exceptional 87% reduction in campaign go-live turnaround time, optimizing it from 15 days to a remarkable 2 days within an impressive 4-month period. * Strategically introduced metric-driven enhancements that yielded a substantial 20% surge in software adoption rate, elevating it from 40% to a robust 60%. * Pioneered ongoing initiatives fostering robust team communication and collaboration, resulting in the creation of a more harmonious and productivity-focused team dynamic. Show less * Championed and Scaled Prime Onboarding: Launched and impeccably expanded the Prime onboarding pilot initiative, spanning from a localized presence in 2 cities to an impactful PAN India reach. * Strategic Conversion for Revenue Growth: Spearheaded innovative strategies resulting in an outstanding 85%+ conversion rate of portfolio customers from Ray to Prime, delivering a substantial boost in Annual Recurring Revenue (ARR). * Revamped On-call Renewals: Strategically devised and executed initiatives that elevated on-call renewal percentage for portfolio customers from below 30% to surpassing 50%, showcasing adeptness in driving value through efficient tactics.* Mastered Data Proficiency: Cultivated an advanced skill set in data entry, analysis, and reporting, playing a pivotal role in informed decision-making, and fostering superior business outcomes. Show less * Client Relationship Cultivation: Fostered strong client relationships, ensuring satisfaction and seamless product adoption, resulting in elevated engagement and retention. * Strategic Solutions Tailoring: Leveraged deep product understanding to customize solutions, consistently delivering exceptional value and driving ROI for clients. * Data-Driven Insights: Utilized data analysis to offer actionable insights, enhancing performance and aiding strategic decision-making for clients. * Cross-Functional Collaboration: Collaborated effectively with internal teams, ensuring a unified approach, and delivering comprehensive solutions to clients. * Performance Excellence: Surpassed targets, consistently exceeding client satisfaction, renewal rates, and revenue goals through effective account management strategies. Show less

  • Assistant Operations Manager

    Apr 2022 - Jun 2023

  • Lead Central Account Manager

    Apr 2019 - Mar 2022

  • Senior Central Account Manager

    Apr 2017 - Mar 2019

  • Customer Success Manager

    Jul 2015 - Mar 2017
• 

  BeatXP

  Sept 2023 - Mar 2024

  Manager of Customer Experience

   Conceptualized and implemented an Interactive Voice Response (IVR) system for inbound calls, reducing call volumes by 50% and optimizing costssimultaneously.  Engineered a comprehensive dashboard with key metrics, catalyzing a 20% surge in productivity.  Orchestrated seamless cross-functional collaboration, significantly enhancing the overall customer experience.

• 

  EasySLR

  Apr 2024 - now

  Customer Support Manager