Deeipa Nischhal

Experience

• 

  Airtel

  Aug 2001 - Apr 2015

  Currently working as Sr. Manager, handling Project Management and Automation for Selfcare Operations for IVR, USSD, SMS platforms . Key KRA's • Project Management- Manage digitization projects to automate customer needs on various Interactive Channels like USSD, Portal, IVR, SMS and iSMS etc.; • Project Manage delivery of automation projects; • Use Six Sigma Methodology to improve quality of service; • Manage Vendors – Avaya/ IBM for platform/ service/ changes/ enhancements; • Evaluation of new platforms for enhancing ‘customer experience’; Show less Service Assurance- • QA Team Management - call monitoring adherence/QA on QA(Random QA Reaudits) Training- • Training needs analysis & identification and Evaluating Training Effectiveness• Customer Experience & Process Improvement Customer service Operations- • Managed call centre Outbound Operations- Welcome calls, First/Second/Third Bill calls, Retention calls, Prospective/Cross sell, Plan upgrades & Field service call closures.• W2W Complaint Resolution & SLA Management & benchmarking with respect to business expectations• Business Analysis and forecasting Analysis of comparative Benchmarking between regions, circles to identify trends – actions and results Communications- Structuring Communications Guidelines and Managing customer communication • Scripting SMS/ OBDs/ Tele Calls/ Letters and E-Mails Show less

  • Sr. Manager

    Jun 2012 - Apr 2015

  • Senior Manager

    Jun 2012 - Apr 2015

  • Sr Manager

    Aug 2001 - Apr 2015

  • Manager

    Aug 2001 - Apr 2015