Devark Chauhan

• Reduced non comprehension on RBL Cares Chatbot by 33% by introducing New FAQS and Manual fixes
• Initiated Issue reclassification to reduce the overall complaint onboarding by converting them into requests and queries
• Piloted Duplicate complaints project by Identifying wrong onboarding of complaints, collaborated with fulfillment units to craft solutions
• Piloted CRM validations project to help contact centre agents onboard valid complaints only
• Proactively worked on maintaining the overall complaint resolution rate for credit cards by directly working with stakeholders
• Responsible for creating various service review to be presented to the management committee
• Analyzed C-SAT surveys to ascertain top-box and bottom-box ratings
• Implemented Quality Checks to ensure successful implementation of clear comments on Customer relationship management tool

•Drafted personalized Win-back strategies for 90-60 days churn customers, successfully winning back 25% churned customers by offering benefits from strategic partners

•Cleared the refund bottleneck amounting to Rs.200000 by tactfully negotiating with customers hence improving the net promoter score for the brand

•Tracked vital metrics via tableau dashboards to draft marketing campaigns and improve daily utilization rates by 8%

•Conceptualized and Implementation a complete social media campaign #TalkItOut to establish brand recognition, increased the digital footprint of the brand by 50%

•Benchmarked 10+ competitors to Identify improvements across product & positioning, hence improving the online customer journey

•Received recommendation from both the founders for exemplary work.

•Acquired 50+ new sales leads via effectively utilizing direct marketing channels therefore improving topline for the brand

•Segmented a database of 2500+ companies to efficiently target desired cohorts

•Utilized Inbound marketing to improve the sales pipeline for the firm