Sumit Jaiswal

Experience

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  Hyatt Hotels Corporation

  Jun 2008 - Apr 2011

  Guest Service Officer

  Create an ideal environment for memorable guest stay. Supervise and conduct training for chauffeurs, GSA & interns.Ensure smooth functioning of front office operations like Reservation, Concierge & Communication Centre.Responsible for creating a work environment that results in high employee morale and strives them towards constant learning.Maintain and Control inventory for Front office operations Provide F&B operations training to interns at the club lounge.Provide briefing and assigned duties to chauffeurs, GSA's & interns. Show less

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  H&R Block

  Jun 2013 - Jul 2013

  Marketing Intern

  Create brand awareness among potential clients through print media, kiosk, leaflets.Improve brand association with existing clients. Initiate corporate tie ups.Responsible for inventory control.

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  Panasonic India

  Jun 2014 - Mar 2021

  - Project Lead for E-Store and Get My Spares- Contribute towards E-commerce Website, M-site and App development, Payment gateway integration, work with UI/UX and design partners to understand the evolving needs of the site/app visitors- SOP and escalation matrix set up for E-commerce functions (Order cycle, commercial flow, customer journey mapping and design, reverse logistics/RMA, refund process)- Analyze sales data, evaluate impact, customer graduation cycle and devise strategy to improve customer experience- Dealer experience management of Get My Spares (Onboarding, curation, catalog, dry run)- Grievance and escalation management- Devise digital marketing strategy to improve presence and consideration Show less - GTM Manager for Mobile Phones- New Product Launch : Design 360 degree GTM campaign with local partners (Print ads, Radio jingles, BTL - Distribution/Retail activation, SIS/KIOSK and POSM)- Analyze sales trends and product benchmark- Define schemes and policies (trade scheme, sell out scheme, demo policy, RMA)- Promoter Management - Recruitment, training and productivity management- Stock allocation and audits- Channel partner grievance settlement and engagement with brand Show less

  • Manager - Estore and GMS (India)

    Oct 2019 - Mar 2021

  • Deputy Manager (Mobility) - International Business (CIS Middle East & Africa)

    Apr 2018 - Oct 2019

  • Assistant Manager (Mobility) - International Business (Middle East & Africa)

    Apr 2016 - Mar 2018

  • Senior Executive (Mobility) - West India

    Jun 2014 - Mar 2016
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  CARS24

  Mar 2021 - Jul 2023

  Senior Manager II - Customer Experience and Process Excellence

  - Project Lead for Pre sales customer experience and process excellence- Partnering with product and tech teams for the customer journey mapping and identification and improvement of experience touch points- Define SOP and Escalation matrix to reduce customer effort and improve customer experience (Improve NPS, C-SAT and Customer Connect)- Improve and restructure customer communication at different touch points (Website, M-site, App, Email, SMS, What's app, CC site and In-branch) across the customer journey- Manage quality control at Contact Centre (Inbound & Outbound) across campaigns- Execute digital transformation, conversational AI, UI enhancement to increase experience efficiencies across organization. Show less