Abha Ganu, PMP

Experience

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  IBM Daksh

  Aug 2014 - Aug 2015

  German language customer service support for Amazon

  • Worked for the customer service team of amazon.de; the German entity of Amazon. • Resolved issues on both fronts; the back-end supply chain and the end-user (customer). The issues handled were related to the website interface, the user account, product delivery, quality, payment, and post-sale problems. Resolved these issues by maintaining focus on the customer in a fast-paced environment. • Acted as a liaison between the customers, the logistics arm, and Amazon.

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  Lloyd's Register

  Dec 2018 - Sept 2021

  Customer Experience Champion

  • Delivery of NPS surveys across the globe to understand the customer sentiment about LR. Analysing the insights and creating action points from NPS, CSAT, Net Easy scores, and customer comments. • Case handler for all customer feedback and managing them by liaising with the subject matter experts. Understanding the business problem through the feedback and helping to implement corrective actions with the local management teams.• Creating monthly global analytical reports of NPS and FHS (Feedback Handling System).• Being the custodian of the customer’s voice within the organisation and driving grass root level changes. • Worked on projects like;- Financial analysis of LR’s NPS respondents. Creating an action plan to turn detractors into promoters.- Global Mystery Shopping & Quote to Order project. These 2 projects were the highlight since they recognised all the touchpoints a client may have while doing business with LR, and how we can improve them for a better customer experience.- Mapped the quotation process followed by LR offices across the globe. Found gaps and recommended changes. - Documented how LR delivers the Inspection Certificates to clients across the globe.- Created a global internal process for handling inquiries received for the Performance business of LR. Show less

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  Godrej Capital

  Sept 2021 - Jul 2022

  Assistant Manager - Customer Experience

  • Being the voice of the customer by analysing feedback, finding the root cause, and creating actionable insights.• Improving customer communication and keeping the focus on getting it right the first time.• Increased response rate for the NPS survey, dashboarding, calculation, and driving its improvement. • Designed the end-to-end customer interaction flow for the WhatsApp bot.• Inducting new joiners on CX and NPS, training internal stakeholders in the importance of CX.• Collaborated closely with tech, QA, and design teams to implement branding changes for the launch of Godrej Finance and Godrej Capital. Show less

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  Protiviti India Member Firm

  Nov 2022 - now

  Deputy Manager - CX and Digital Transformation

  Global business consulting