Prabhat Maurya

Experience

• 

  VCustomer

  Jul 2010 - Nov 2011

  Supervisor

  Associated with StarCJ Home Shopping channelHandling the Voice team of 20+ manpower.Work for minimum AHT and to meet the SLA Taking the escalations of the customers and providing the resolutions for happy customer service.Along with all these, general KRA's like Attrition, Shrinkage.

• 

  Snapdeal | AceVector Group

  Nov 2011 - May 2014

  Team Lead

  Handling the Voice and Backend(email) team of 35+ manpower.Work for improving the AHT and revert time for the consumers. Improving CSAT/ NPS score of the company along with the FCR to 90%+.Sharing the improvement areas for the revenue generation of the organisation.Along with all these, general KRA's like Attrition, Shrinkage, Manpower planning,Shift roster on the basis of volume.

• 

  Bagittoday

  Jun 2014 - Feb 2017

  Assistant Manager

  Coordinating with different department's SPOC to increase FCR/FTR and decrease the Resolution TATTargeting & Maintaining repeat percentage in single digit apart from other KPI'sRevising and designing Return Policy at different point in time, keeping Customer Delight in view & exceptions at bayManaging Training and Quality teams for internal assessments & thus ensuring better & effective communication across channelsCoordinating with the Team Managers for meeting up the SLA'sBuilt/ Improved the call center CRM for better close looping of the issuesPerform the tasks of monitoring, organizing, and coaching team on a daily basisCoordinate between the external customer and the internal delivery teams to ensure top of the quality service to the customersHandle High Level Management escalated calls, complaints, questions, and queries, as requiredDraft reports on performance and targets of teamDesign processes and draw up SLA's for smooth customer service and experienceIdentify features to ensure seamless customer experience and high returns to organizationManaging the Order Processing Team while maintaining Dispatch % above 90%Responsible for team reaching desired customer service level by motivating performance among team members targetsLeading the Voice and Back office Services for the organization with 100+ associates Show less

• 

  Flower Aura

  Apr 2017 - Jun 2021

  Heading the Consumer experience team, which redefines the meaning of Customer handlingFocusing on increasing repeat buyers.Managing the training and quality section to provide seamless resolutions.Focused to maintain service qualityWorking on ORMBrain behind the new ideas of customer experienceRedesigning of CRM to reduce the manual intervention

  • Head Of Customer Experience

    Dec 2020 - Jun 2021

  • Operations Manager

    Apr 2017 - Dec 2020
• 

  SuperBottoms

  Jun 2021 - now

  Head: Customer Delight

  Process creator for smooth and improved Customer Journey.Implemented BOT, IVR and Self Service Automation to reduce manual efforts and faster reverts.Building Whatsapp Commerce for smooth conversion and improve drop cart.Successfully launched CSAT for the Brand.Work closely with all levels of management within the organization for process re-engineering and implementing policy changes based on customer feedback in order to align with market needs.Acting as a liaison with other departments like procurement, fulfillment, logistics to improvise customer experience.Review and analyze the data to make recommendations on offer, process, and customer policy changesCreated the NDR process to increase the Delivery % and TAT.Working with Product team on automations and creating Rules for logistics.Implemented processes to reduce the repeat % of interactions of customer for same order. Show less