Arif Anwar
Customer Experience/Success/Operations
Bengaluru
Summary
I present myself as an intelligent, well presented and versatile team player who possesses a comprehensive skill set and positive attitude that I believe positions me to take the next step in my career within a world class services organization. I have built several teams and processes across operations, always keeping the customer first approach.
Overview
19
19
years of professional experience
14
14
Years of customer service experience
Work History
Director Care Experience & Retention
Mojocare
Bengaluru
12.2022 - Current
- Lead the Post Sales Service Experience
- Ensure that the customer gets all the services that are promised as part of the subscription plan
- Ensure that all customer queries are responded to within the TAT along with excellent CSAT
- Help in retention of the customers through timely delivery of services and intervention
- Ensure that the team has access to appropriate tools and systems to serve the customer better
- Work with the product team to design the internal systems and process to deliver quality experience
- Be the voice of the customer, help in shaping the processes and the product experience
- Build processes to remove friction and ensure smooth functioning of business
- Hire and train the team to meet the needs of a growing team
- Manage the Provider experience through doctors, dieticians and therapists
- Ensure proper protocols are being followed in onboarding providers
- Build and scale the Operationalisation of the provider experience
- Currently managing a team of 45 members with two managers
- Manage the operational cost of delivering services
- Identified issues, analyzed information and provided solutions to problems.
Lead Operations and Customer Experience
Reliance Jio Health
Bengaluru
02.2021 - 12.2022
- Own the digital health operations process
- Built process for smooth onboarding of providers
- Introduced CRM for documentation of support interactions, reporting and analysis
- Introduced cloud telephony solution for customer interaction, documentation and reporting
- Setup BUG SLA timelines and process for quick remediation of bugs needing urgent attention
- Setup escalation matrix and process to handle customer escalations followed by root cause elimination
- Setup up portals for quick access of customer transactions to help with better TAT
- Worked on simplification of support tools for quick access and better TAT
- Worked towards continuous improvement of agent and BOT performance
- Voice of Customer meets to bring the customer needs in-front of the leadership
- Improved BOT CSAT from 53% to 78% where agent CSAT was 95
Head Customer Support
Vivish Technologies
Bengaluru
01.2021 - 08.2021
- Achievements/Tasks
- Created a centralized Support structure
- Built a metrics driven support organisation
- Built process to handle all tech bugs and features through Jira
- Transitioned from Whatsapp based support to Chatbot support
- UAT and launch of an internal chat tool, writing requirements for future releases and setting up the process
- Optimized the existing support process and improved the customer experience
- Managed customer communication for new product releases
- Drove NPS collection, analysis and implementation of the feedback.
- Delivered services to customer locations within specific timeframes.
Head Customer Support
Practo Technologies
10.2019 - 01.2021
- Scaled support team from 40 members to 100+ with the business metrics being consistent
- Centralized Patient Experience teams into one Chat Channel using Freshchat
- Built process to track and manage all social escalation through CRM
- Built process to track, report, analyze and fix issues reported through Playstore and Social media
- Managed cost through tools subscription management and saved 26 Lakhs/Annum
- Reduced cost per ticket from INR 63 to INR 29 for Patient Experience
- Improved Doctor Experience CSAT from 85% to 93%
- Improved Patient Experience CSAT from 90% to 96
Manager Doctor Experience
Practo Technologies
06.2018 - 10.2019
- Revamp of doctor support team, improved the TAT from 140 hrs to 48 Hrs and CSAT from 63% to 85%
- Formulation of a second tier support of SMEs to take care of level 2 issues and escalations
- Migrated doctor experience from Freshdesk to Salesforce which helped in better reporting and categorization of data.
Manager Patient Experience
Practo Technologies
Bengaluru
06.2017 - 10.2019
- Formulation of chat support channel to handle consumers queries on medicine and diagnostics products
- The team showed 4x improvement versus call support with a CSAT of 84% from 56% within 3 months
- Improved overall Patient Experience CSAT from 70% to 90
Zonal Manager
Practo Technologies
11.2016 - 05.2017
- Achievements/Tasks
- Own 4K+ customer accounts who use Ray SAAS
- Product adoption through timely intervention
- Managed subscription through renewals, support through remote services and customer escalations through CAM
- Managed customer communication through engagement with marketing and product teams
Assistant Manager
Practo Technologies
04.2015 - 11.2016
- Tasks
- Formulation of escalation management team to handle social and executive escalations
- Formulation of a new team to manage all exceptions/refunds on pre and post sales issues, build tools with product’s help to process these requests at lightning speed
- Managed Tab operations from support, to vendor management to supply chain
- Showed a savings of 9 crores and 70 lakhs through introduction of competitors in supply chain and introduction of last mile delivery partners.
Business Support Specialist
06.2011 - 04.2015
- Played a key role in a global initiative/Project called: Lob Service Plan Continuous Operations, whereby selected members of the SSR team directly engaged with the Global Services Marketing team to resolve/ prevent ongoing quality issues contained within the Global Services Offer Plan Document .This initiative proved successful with a significant reduction in errors recorded from Nov 2013 – July 2014.
- Played a key role in developing solutions to create the complex Domino Tasks required for the successful integration of several strategic M&A Programs including Kace, Compellent & Force 10.
Implemented and Deployed Domino tool for Bangalore site and built process Library for EMEA
Dell Technologies Pvt Ltd
11.2013 - 07.2014
- Played a key role in a global initiative/Project called: Lob Service Plan Continuous Operations, whereby selected members of the SSR team directly engaged with the Global Services Marketing team to resolve/ prevent ongoing quality issues contained within the Global Services Offer Plan Document .This initiative proved successful with a significant reduction in errors recorded from,
- Played a key role in developing solutions to create the complex Domino Tasks required for the successful integration of several strategic M&A Programs including Kace, Compellent & Force 10
- Implemented and Deployed Domino tool for Bangalore site and built process Library for EMEA
Technical Support Specialist
Dell Technologies Pvt Ltd
01.2010 - 06.2011
Advanced Resolution Expert
Dell Technologies Pvt Ltd
07.2007 - 12.2009
Sr. Executive
Wipro Technologies Pvt Ltd
09.2004 - 07.2007
Education
Bachelor of Arts - English
Aswini Datta Memorial College
Kolkata 06.2005 - 06.2013
ISC - Science
Bidhan Chandra College
Asansol 04.2002 - 1 2004
Matriculation -
St Patrick's HS School
Asansol 04.1992 - 1 2002
Skills
Customer Experience, Customer Success, People Management, Coaching, Metric Oriented, CRM, SLA, Operations Management, Freshdesk, Salesforce, Retention, CSAT, Escalation Management
undefinedAdditional Information
- HONORS & AWARDS , Top 100 Cx Growth Hackers - Paul Writer - 02/19 Dell Champion Award FY15 For being the top performer of the year Bronze award for FY14 Q1 For exceptional work on NSI ProSupport Plus Silver Award for FY13 Q1 For enabling the launch of the Domino tool, through testing/training and bug reporting. Technical Support Specialist of the Quarter for FY11 Q4 For maintaining the best Resolution rate Bronze award for FY11 Q3 For having the best Resolution Rate for the Quarter as a Technical Supervisor.
Timeline
Director Care Experience & Retention
Mojocare
12.2022 - Current
Lead Operations and Customer Experience
Reliance Jio Health
02.2021 - 12.2022
Head Customer Support
Vivish Technologies
01.2021 - 08.2021
Head Customer Support
Practo Technologies
10.2019 - 01.2021
Manager Doctor Experience
Practo Technologies
06.2018 - 10.2019
Manager Patient Experience
Practo Technologies
06.2017 - 10.2019
Zonal Manager
Practo Technologies
11.2016 - 05.2017
Assistant Manager
Practo Technologies
04.2015 - 11.2016
Dell Technologies Pvt Ltd
11.2013 - 07.2014
Business Support Specialist
06.2011 - 04.2015
Technical Support Specialist
Dell Technologies Pvt Ltd
01.2010 - 06.2011
Advanced Resolution Expert
Dell Technologies Pvt Ltd
07.2007 - 12.2009
Bachelor of Arts - English
Aswini Datta Memorial College
06.2005 - 06.2013
Sr. Executive
Wipro Technologies Pvt Ltd
09.2004 - 07.2007
ISC - Science
Bidhan Chandra College
04.2002 - 1 2004
Matriculation -
St Patrick's HS School
04.1992 - 1 2002
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