BENJAMIN DCRUZE
Thane
Summary
Profile Summary Dynamic professional with 20+ years of extensive experience in managing and leading transformational projects in Telecom & Banking domain. Proven ability to independently oversee projects, ensuring adherence to quality controls and achieving targeted outcomes. Adept at implementing and refining metrics to enhance operational efficiency and customer satisfaction. Skilled in conducting governance meetings, KPI reviews, and delivering management information reports to senior stakeholders. Extensive experience in Customer Experience, Process Automation, Service Digitization, Sales Support and Team Management in Telecom & Banking Domain. Excellent interpersonal, analytical & negotiation skills with proven track record of spearheading numerous cost innovative projects during the career span.
Overview
22
22
years of professional experience
Work History
Assistant Vice President-Digital Initiatives & Repayment Systems
IDFC First Bank
01.2024 - Current
- Shape Customer experience and help define the architecture of customer experience management
- Drive the digitization efforts by working closely with IT, Digital and Marketing
- Identification of IVR / self-help opportunities for customers - new IVR scripts and logics for bill & pay (new requirements / changes as per calls trend)
Deputy General Manager-Digital & Proactive Care (Apr’21-Jan’24)
Reliance Jio Infocomm Ltd
09.2015 - 01.2024
- Shape Customer experience and help define the architecture of customer experience management
- Drive the digitization efforts by working closely with IT, Digital and Marketing
- Identification of IVR / self-help opportunities for customers - new IVR scripts and logics for bill & pay (new requirements / changes as per calls trend)
- Identify growth & customer engagement opportunities through the development of new capabilities, product/ services, initiatives
- Collaborate and drive business stakeholders to meet digital service and support targets, digital self-service adoption, influence offers and campaign strategy to maximize quality traffic and online conversion rate
- Engage with UX, Analytics and various stakeholders to prepare BRD, develop wireframes, document user stories, process flows
- Proactively identify potential failure points across all channels and customer interaction points and divert these to closure points by routing through WhatsApp and proactive identification on the IVR
- Driving improvement of Customer Satisfaction Scores
- Analyze factors which impact the customer loyalty scores, identify the opportunity areas and propose corrective/proactive actions which would help improve customer satisfaction
- In Charge of driving CSAT scores for customers recharge experience and overall experience of postpaid customers
- Drive customer VOC based improvements
- Ensuring preventive and proactive notifications are in place for all active products
Sr. Manager-Customer Experience (Sep’15-Apr’21)
Reliance Jio Infocomm Ltd
09.2015 - 04.2021
- Currently responsible for delivery of all customer care backend & CSAT activities including UAT / Product testing / Application testing
- Continuous review of current self-care tools, thereby suggesting changes in the self-care app, IVR, etc based on customer feedback and call analysis
- Support the HO team in driving launch of various self-care functionalities as per functionalities roadmap by continuous UAT and feedback sharing with HO self-care team
- Work closely with the HO team for promotion of self-care tools to existing customer bases
- Monthly analysis of competition self-care tools to understand best practices and sharing same with the HO self-care teams
- SPOC for all products / system / applications UAT for the state in collaboration with NHQ BOC
- Working on various projects assigned by the Business Head
- Responsible for Products and Service Experience and performance for the Bengal circle by identifying customer experience gaps across life cycle and ensure correction through cross functional collaboration at the state
- Analyse customer feedback and suggest continuous opportunities to reduce propensity of customers to call / Complain
- Responsible for new product or service cascade to all touch points for the circle
- Training plan and ensure training delivery to CS manpower in the circle including frontline agents through nominated training partner/s
- SPOC for all products / system / applications UAT for the state in collaboration with NHQ BOC
- Monitor operations and ensure adherence to customer SLAs and TATs across all touch points in collaboration with NHQ BOC
- Cross-function collaboration to resolve key issues
- Bring reduction in CoPC – Complaints per customer; CPC – Call per customer
Sr. Manager-Operations & Quality
BMA Group – AB Insurance Brokers Pvt Ltd.
Kolkata
04.2014 - 09.2015
- Spearhead service assurance& backend operations for Contact Centre through teams based out of various call centres located in Kolkata & Bangalore
- Currently heading the PAN India policy verification team handling average monthly business volumes of 30 Crs
- In-charge of Day-to-day management of the Operations& Audit teams, identification and implementation of sales process /operational process improvements, review and identification of cost saving and process efficiencies; problem resolution and ensuring effective fund settlement as required by the Service Level Agreement (SLA)
- Develop & implement standard call quality operating procedures, manuals and audits aligned to corporate policies & guidelines
- Liaise with Training on TNI Analysis based on audits by Quality Team
- Part of the core group involved in the restructuring of entire operational processes of the organization
- Custodian of all SOP creation and maintenance
- Managing the Operations team, ensuring appropriate coaching and development
- Ensure that roles and responsibilities are clearly defined and clear objectives and priorities are set in line with business objectives
Manager-Operations
Sun Knowledge Pvt. Ltd.
Kolkata
04.2013 - 03.2014
- In-charge of the In-bound Call Centre (Customer Service) for a leading Insurance Company in the US
- Core member of In-House telemedicine project
- Primary areas of responsibility include cost reduction, CPS reduction, quality improvement & service request management
- Determine call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses
- Accomplished call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Design call center performance reports by collecting, analyzing, and summarizing data and trends
Retail Operations Manager
UNINOR – Unitech Wireless (Tamil Nadu) Pvt. Ltd.
Kolkata
06.2010 - 01.2013
- Spearheaded the entire gamut of operations & service of 36 company stores across the city, with additional responsibility of handling Visual Merchandise & Roll Out for Retail Kolkata
- Accountable for identification, short-listing, handholding of franchisees till store launch
- Have singlehandedly on-boarded 10 franchised stores
- Efficiently & effectively achieved customer satisfaction targets measured through ICE
- Instrumental in maintaining high quality of service operations in Visual Merchandise, Retail Experience & Operations Audits
- Extensively liaised with the Circle CS Team in taking actions based on audits and developing incremental content for training programs for retail
- Zonal Retail Teams in conducting retail partner engagement activities for implementing the retail service strategy
- Distinctively developed strategies based on MIS reports to improve the experience& service expansion strategies by evaluating retail channel coverage and penetration
Assistant Manager – Operations& Service, Retail Banking
Emirates NBD Bank
Dubai
07.2008 - 06.2010
- Served as an integral part of Branch UAT Team at the time of switch over of core banking system to Finacle 10.0.2
- Accountable for department audit ratings, performance ratings & and customer satisfaction scores
- Foresaw the clearing activities taking place at the branch
- Oversaw the teller & service operations and efficiency of team
- Significantly involved in handling the foreign & local remittance activities taking place at the branch
- Efficiently & effectively managed day-to-day operational activities of the branch
- Holds the credit of delivering the processing related services to the customers (internal/external) in accordance with the laid down service standards to meet and exceed their expectations
- Served as a point of contact for rendering resolution of residual problems referred by the subordinates and acted as the point of policy and procedural reference
- Dexterously handled all the account maintenance activities of the branch
Assistant Manager – Retail Banking Operations & Service
ABN AMRO Bank
Kolkata
02.2005 - 07.2008
- Carried out a new tie up with the State Bank of Indore for issuance of draft outside ABN location which resulted in a yearly savings of Rs.20 Lakhs in issuance charges provided to the other banks
- Holds the credit of being:
- Elected of the best branch for continuous service to customers
- Nominated as the Best Supervisor for Quarter I, 2007
- Administered a team of 12 Tellers and 3 Team Leaders
- Accountable for department audit ratings and customer satisfaction scores
- Actively involved in delivering the processing related services to the customers (internal/external) in accordance with the laid down service standards to meet and exceed their expectations
- Steered efforts in providing business planning input and gained agreement to and support the implementation of improvements relevant to the specialism to enhance business performance
- Dexterously resolved the residual problems referred by the subordinates and acted as the point of policy and procedural reference for the unit to support the achievement of customer service performance levels and compliance requirements
Team Leader - Customer Care (Call Centre)
Hutchison Telecom East Limited (now Vodafone)
02.2002 - 01.2005
- Managed service assurance for prepaid & post-paid service inbound call center
- Service level agreement monitoring, Quality monitoring, Vendor Performance management and fraud checks were the prime responsibility in service assurance
- Optimized resource utilization; maintained updated database and conducted call quality audits
- Managed end to end process audits for team
- Developed the INFO WORLD (intranet website), which is a one-point contact center for information relating to all the processes followed
- Winner of the “Star of the Quarter” award for outstanding performance and contribution to Hutch call center in the quarter October to December 2002 for having achieved above 120% of all targets set for the quarter
- Busy Bee of the month Award” for untiring work and continued dedication for the months of September in the year 2002
- Busy Bee of the month Award” for untiring work and continued dedication for the months of October in the year 2002
- Winner of the “Personnel Appreciation Token” (PAT) for the period 2002-2003 for punctuality and attendance to work
- Trailblazer’s of the Quarter I-2003 (Jan-Mar) Award” for transcending greater heights through spirited team works in handling challenging call volumes by the team
- The Best” in effects to improve the performance of the call center in the year
Education
MBA - Marketing
Sikkim Manipal University
Manipal08-2013
Commerce
St Xaviers College
Kolkata08-1999
Skills
- Project Management
- Customer Experience - Process Automation & Improvement
- Proactive Digital Care - Digitization of process/services
- Project Management - Quality Assurance
- Compliance Management - Cross Functional Team Coordination
- Social Customer Care - Customer Satisfaction Score
- Highlights
- Served as an integral part of Branch UAT Team at the time of switch over of core banking system to Finacle 1002
- Accountable for department audit ratings, performance ratings & and customer satisfaction scores
- Foresaw the clearing activities taking place at the branch
- Oversaw the teller & service operations and efficiency of team
- Significantly involved in handling the foreign & local remittance activities taking place at the branch
- Efficiently & effectively managed day-to-day operational activities of the branch
- Holds the credit of delivering the processing related services to the customers (internal/external) in accordance with the laid down service standards to meet and exceed their expectations
- Served as a point of contact for rendering resolution of residual problems referred by the subordinates and acted as the point of policy and procedural reference
- Dexterously handled all the account maintenance activities of the branch
- Feb’05 - Jul‘08: ABN AMRO Bank, Kolkata as Assistant Manager – Retail Banking Operations & Service Highlights
- Carried out a new tie up with the State Bank of Indore for issuance of draft outside ABN location which resulted in a yearly savings of Rs20 Lakhs in issuance charges provided to the other banks
- Holds the credit of being:
- Elected of the best branch for continuous service to customers
- Nominated as the Best Supervisor for Quarter I, 2007
- Administered a team of 12 Tellers and 3 Team Leaders
- Accountable for department audit ratings and customer satisfaction scores
- Actively involved in delivering the processing related services to the customers (internal/external) in accordance with the laid down service standards to meet and exceed their expectations
- Steered efforts in providing business planning input and gained agreement to and support the implementation of improvements relevant to the specialism to enhance business performance
- Dexterously resolved the residual problems referred by the subordinates and acted as the point of policy and procedural reference for the unit to support the achievement of customer service performance levels and compliance requirements
- Feb’02 - Jan‘05: Hutchison Telecom East Limited (now Vodafone) as Team Leader - Customer Care (Call Centre) Highlights
- Managed service assurance for prepaid & post-paid service inbound call center
- Service level agreement monitoring, Quality monitoring, Vendor Performance management and fraud checks were the prime responsibility in service assurance
- Optimized resource utilization; maintained updated database and conducted call quality audits
- Managed end to end process audits for team
- Developed the INFO WORLD (intranet website), which is a one-point contact center for information relating to all the processes followed
- Winner of the “Star of the Quarter” award for outstanding performance and contribution to Hutch call center in the quarter October to December 2002 for having achieved above 120% of all targets set for the quarter
- Busy Bee of the month Award” for untiring work and continued dedication for the months of September in the year 2002
- Busy Bee of the month Award” for untiring work and continued dedication for the months of October in the year 2002
- Winner of the “Personnel Appreciation Token” (PAT) for the period 2002-2003 for punctuality and attendance to work
- Trailblazer’s of the Quarter I-2003 (Jan-Mar) Award” for transcending greater heights through spirited team works in handling challenging call volumes by the team “The Best” in effects to improve the performance of the call center in the year
Accomplishments
- MBA from Sikkim Manipal University
- B.Com
- (Hons.) from St
- Xavier’s College, Kolkata in 1999
- Other Course
- Certificate in Computing from IGNOU
- E-Commerce from Pentasoft
- Personal Details
- Address: Thane, Maharashtra - 400607
Timeline
Assistant Vice President-Digital Initiatives & Repayment Systems
IDFC First Bank
01.2024 - Current
Deputy General Manager-Digital & Proactive Care (Apr’21-Jan’24)
Reliance Jio Infocomm Ltd
09.2015 - 01.2024
Sr. Manager-Customer Experience (Sep’15-Apr’21)
Reliance Jio Infocomm Ltd
09.2015 - 04.2021
Sr. Manager-Operations & Quality
BMA Group – AB Insurance Brokers Pvt Ltd.
04.2014 - 09.2015
Manager-Operations
Sun Knowledge Pvt. Ltd.
04.2013 - 03.2014
Retail Operations Manager
UNINOR – Unitech Wireless (Tamil Nadu) Pvt. Ltd.
06.2010 - 01.2013
Assistant Manager – Operations& Service, Retail Banking
Emirates NBD Bank
07.2008 - 06.2010
Assistant Manager – Retail Banking Operations & Service
ABN AMRO Bank
02.2005 - 07.2008
Team Leader - Customer Care (Call Centre)
Hutchison Telecom East Limited (now Vodafone)
02.2002 - 01.2005
MBA - Marketing
Sikkim Manipal University
Commerce
St Xaviers College
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