Hiral Saimy

Experience

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  St. John's College

  Jan 1998 - Jan 2000

  Faculty & Career Counselor

  As a career counselor, I could guide a lot of 10th & 12th grade students decide on the career best as per thier interest and aim. Being a faculty, trained about 300 studentds on fashion design, home science, foundation for Masters in animation, textile, exhibit design.

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  Tracmail

  Jan 2000 - Jan 2002

  Team Leader

  Introduced to the world of customer service to the customers and market miles away

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  Reliance Communications

  Oct 2002 - Jun 2003

  Quality Manager

  Opportune to be a part of Reliance at setting stage phase of Reliance mobile. Laid the foundation of quality process for entire Customer Service was being instrumental in setting of quality standard, forming a team of 60 (QMEs) selection & training to stability phase, identified, negotiated & executed on quality systems. Made quality a critical process in hiring and post training selection as well.

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  3 Hutchison Whampoa Global Services Private Limited

  Jun 2003 - Mar 2007

  Quality Operations Manager

  Customer N business demands always looks = be it India, Australia. Or be it telecom or any industry

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  ICICI Prudential Life Insurance Company Limited

  Apr 2007 - May 2015

  Made customer engagement project a success to improve customer persistency and longevity. Instituted a virtual customer engagement program for a big pool of clients with above average success. Right mix of data, analysis, strategy and execution helps long term client/customer relation. Excellent in client relationship, understanding their need and value add through solution orientation.Success in my journey is thanks to Customers, keep them at the focal point and success is assured.In my journey I have been instrumental in Customer engagement, Customer Retention by experience enhancement, employee engagement to drive Service Culture, Process improvement, operations & vendor management inbound & outbound channels, service through virtual mode, Value add to customer & business by happy upsell & cross sell , Quality assurance, Tie-ups, negotiations, operations audit, branding & marketing for customer and employees with Claims, service & retention perspective. If you think Service is the only BIG differentiator in any business, then we are parallel. Show less

  • Cheif Manager Customer Service Operations

    Apr 2011 - May 2015

  • Chief Manager Customer Service & Operations

    Nov 2008 - Apr 2011

  • Sr. Manager Customer Service & Operations - Contact Center (inbound) & Service Quality

    Apr 2007 - Oct 2008
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  Exide Life Insurance

  Jun 2015 - May 2019

  GM - Customer Engagement, Experience & Communication

  Customer experience throughout the Policy Lifecycle.Customer Engagement through the multi-channel approach.Customer Communication, plan, strategy, campaigns.Drive online service and experience to offer best-in-class payment and service experience.User experience, content and campaigns is the key to drive customer engagement.Email engagement, email marketing.

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  Stratacom Technologies

  Oct 2022 - Aug 2023

  Partner, Chief Happiness Officer

  We enable businesses to make the best of the opportunities and thrive in the world of uncertainty and flux. We believe that the progress of our world largely depends upon the evolution in our workplaces. Every organization, large or small, public or private, is responsible for our society. Through our business consulting and communication practices, we want to be an enabler for the people who run and work in these organizations. As a B2B Speciality Business Consulting and Communication Professional, we understand the B2B business models and their operations. We leverage our Business Intelligence, Strategic Thinking Models, Human-To-Human (H2H) Business Relationships, Creativity, Communication, and Domain Expertise across technology, manufacturing, digitization, and sustainability to deliver unconventional business solutions and approaches to global clientele. We have won many industry accolades over the years:Company of The Year 2021 - CIO ReviewsGreat Place to Work 2021 - Prime Insights Top 20 Companies Changing The World 2021 - Business Connect Next-Gen Consulting Company 2020 - Business BrainiacPath Breaking Innovators 2020 - The Enterprise WorldOutstanding Business Consulting firm 2019 - Insight Success As the newly inducted partner at the Creative Factor Group, I believe that I can help our clients achieve valuable transformation inside out by helping them drive business operation more purposefully, through the lens of an EX & CX expert. I would like to ensure sure that customers & employees always feel looked after, by implementing new-age initiatives and programs, as that’s the essence of a Chief Happiness Officer! Show less

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  Aditya Birla Capital

  Sept 2023 - now

  Lead Service Excellence