Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Anwesha Sen

Bengaluru

Summary

  • 10+ years of experience in Customer Experience Operations & leadership management, with a highly result-oriented and solution-driven mindset.
  • Proven ability to effectively adapt to multi-cultural work environments (India, U.S., Philippines, Kenya and Mexico)
  • Demonstrated expertise in managing complex Operations processes across multiple industries & cross functional teams, with a particular focus on strategy, customer journey mapping & improving App engagement/experience.

Overview

11
11
years of professional experience

Work History

Head of CX, Biz Operations

Vahan
Bengaluru
03.2023 - Current
  • Heading the Customer Experience and the various level Partner Experience in blue collar industry. The Customer Experience Team focuses on improving the customer touch-points on the application with concentration on customer satisfaction, decreasing customer efforts and driving identified projects, which will enhance the over-all experience.
  • Responsible for managing both company & guild level OKRs with a proven track record of achieving 86% of individual OKR targets.
  • Drive contact rate optimization across voice, chat & messaging through streamlining chatbot flow, ELC(Early Lifecycle calling) model and first contact resolution across channels.
  • Partnered with cross-functional leaders to develop and implement annual CX roadmaps, and marketing strategies based on experience pain points to improve rider onboarding experience.
  • Cultivate a culture of learning and growth, mentoring teams and enhancing their performance.
  • Worked closely with CEO & external stakeholders to drive weekly level support operations business performance as to how to scale up & improve our overall rider experience at Vahan's ecosystem.

Head of Customer Experience

Tala
Bengaluru
08.2018 - 02.2023
  • Joined as Sr Manager customer experience where March 2023 promoted as Global Head of Customer Experience.
  • Led cross-functional teams to improve customer understanding and experience ensuring the organization makes sounds business decisions based on value drivers
  • Responsible for managing customer insights global team
  • Drive continuous process improvement for Google playstore rating with an improvement of 5 star rating both IN & global markets as well.
  • Implemented & designed chatbot flow for both IN & global market with a success rate of automating 60% of our general queries via Bot flow.
  • Achieved 95% FCR (First Contact Resolution) globally resulting reducing our re-open rates as well as better resolution TAT.
  • Oversees & manage a team of customer service professionals (TLs & Managers), ensuring high-quality service delivery driven team.
  • Defined & designed multi-and omni-channel customer journeys to alleviate customer pain points based on user research as well as qualitative and quantitative data.
  • Defined GTM strategies & business models for new business lines.
  • Implemented robust Csat & NPS survey for global market with a improved track record rating of 5 stars & NPS of 9.

Operations Lead

Swiggy
Bengaluru
01.2017 - 07.2018
  • Work with product & technology teams to develop and implement automation and solutions to enhance rider experience on the platform.
  • Pioneered and scaled a new support channel (chatbot) which helped improve abandon rate% and improved cost efficiency by 35%.
  • Achieved an 80% increase in customer loyalty via Csat ratings through innovative customer service strategies.
  • Managed a 60+ member non-voice & social media escalation team for support operations.
  • Designed Fraud inspection team called SWAT a group of senior cx members who were responsible for handing complaints, root cause analysis, CEO escalations.
  • Worked closely with product & order management team to revamp our Refund & replacement policy which leaded to a significant improvement in our
  • People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule, shrinkage & attrition.
  • Recommendations for product and process development based on customer feedback and analysis of the same.
  • Conducting performance appraisal for the team.
  • Worked very closely with team members to solve customer problems, understanding agent's problems, and weaknesses and address these. Offering solutions and suggestions for process and product improvement to management.

Team Leader Operations

House of Anita Dongre (AND & Global Desi)
Mumbai
03.2016 - 01.2017
  • Managed a team of 10 who were involved in managing day to day customer queries both for stores & on-line.
  • Attending seminar & shoots for clients (both offline-stores & online)
  • Developed rapport with stakeholders, successfully anticipated customer needs and delivered personal attention to customers to ensure a high level of satisfaction, generate repeat business through successful client follow up and encourage word of mouth referrals.
  • Designing, developing and implementing operating procedures for the risk management team.
  • Implementing various continuous process improvement projects to streamline new processes & SOPs
  • Leading, coaching and managing the management team members and operations on various people managed skills, etc
  • Integrated whatsapp business for store channel for the Global Desi & AND product - streamlined the processes helped us reduce FRT with 1.2 hrs & resolution time within 5 hrs.

Sr Customer Experience Associate

Pepperfry
Mumbai
06.2014 - 02.2016
  • Proactively managing customer relationships and ensuring high levels of customer satisfaction (via chat, email & social media channels).
  • Skillfully handling customer queries and resolving issues promptly and efficiently.
  • Utilizing data analysis to gain insights and make informed decisions for process improvements.
  • Proficiently analyzing social media data and engaging with the network to enhance brand presence.
  • Effectively engaging with customers on social media platforms, fostering positive relationships.
  • Coordinating warehouse management and optimizing delivery processes to ensure timely order fulfillment.
  • Successfully resolving payment gateway issues to facilitate smooth transactions.
  • Deftly handling grievance escalations, finding appropriate resolutions, and maintaining customer loyalty.

Customer Experience Executive

Ebay
Mumbai
01.2013 - 05.2014
  • Demonstrated excellence in providing chat support, effectively addressing customer queries and ensuring high levels of satisfaction.
  • Skillfully managed customer escalations via various social media channels, resolving issues promptly and maintaining the brand's positive reputation.
  • Successfully transitioned to the Social Media team within just six months, showcasing adaptability and a strong aptitude for social media engagement and customer support.
  • Handled both inbound call, chat & email support for both india & global customers.

Education

Lean Six Sigma Black Belt Certified -

04.2020

Bachelor of Arts: Tourism Studies -

04.2015

AISSCE (10+2) -

04.2010

AISSE -

04.2008

Skills

  • Customer Experience
  • Strategic Planning, & Operations
  • Customer Satisfaction
  • Leadership
  • Competitive Analysis
  • Continuous Process Improvement
  • Go-to-Market Strategy
  • Customer Service
  • Customer Retention Strategies
  • Building Customer Trust and Loyalty
  • Multitasking and Prioritization
  • Understanding Customer Needs
  • Customer Journey mapping
  • Solution oriented
  • Training and Development
  • Product Management/Branding
  • Social Media
  • Reporting, Measurement, Analysis
  • Team-Oriented and Cooperative
  • Cultural Awareness and Sensitivity
  • Patient and Empathetic

Accomplishments

  • Lowest Average Handling Time (AHT) on calls i.e., 4:01.
  • Efficient Email & Social Media Resolution with best QA quality scores i.e. 100% resolution
  • Awarded the prestigious Path Finder award from the Swiggy Management for my contributions towards streamlining and automating Email Support & Communication.
  • Awarded as Best leaders 3rd in row globally in Tala for my contributions into leadership & team management skills; helping hand buddy.

Timeline

Head of CX, Biz Operations

Vahan
03.2023 - Current

Head of Customer Experience

Tala
08.2018 - 02.2023

Operations Lead

Swiggy
01.2017 - 07.2018

Team Leader Operations

House of Anita Dongre (AND & Global Desi)
03.2016 - 01.2017

Sr Customer Experience Associate

Pepperfry
06.2014 - 02.2016

Customer Experience Executive

Ebay
01.2013 - 05.2014

Lean Six Sigma Black Belt Certified -

Bachelor of Arts: Tourism Studies -

AISSCE (10+2) -

AISSE -

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Anwesha Sen