Imtihaz Goria

Strategic Planning: Developing and executing strategies to enhance customer satisfaction, retention, and loyalty.
Team Leadership: Leading and mentoring a team of Customer Success Managers, providing guidance and support to achieve individual and team goals.
Customer Relationship Management: Building and maintaining strong relationships with key clients, understanding their needs and ensuring timely resolution of any issues.
Customer Onboarding: Handling the onboarding process for new clients, ensuring a smooth transition and alignment of expectations.
Customer Advocacy: Acting as the primary advocate for customers within the organization, ensuring their needs are understood and addressed across all departments.
Retention and Renewals: Driving customer retention efforts through proactive engagement, risk mitigation, and value realization initiatives.
Cross-functional Collaboration: Collaborating closely with Sales, Product, and Support teams to ensure a cohesive customer experience throughout the customer lifecycle.
Performance Analysis: Analyzing customer success metrics and KPIs to track progress, identify trends, and implement continuous improvement initiatives.
Customer Feedback and Insights: Gathering and analyzing customer feedback to identify areas for improvement and drive product enhancements or process optimizations.
Training and Development: Developed the training program to empower the customer success team with the knowledge and skills needed to effectively serve customers.
Customer Success Technology: Evaluating and optimizing customer success technology platforms to streamline processes and enhance productivity.
Risk Management: Proactively identifying and addressing potential risks to customer satisfaction and retention, implementing mitigation strategies as needed.
Customer Success Culture: Fostering a customer-centric culture within the organization, ensuring that all employees understand the importance of customer success and their role in achieving it.

• Managing outsourced & inhouse call center's catering pan India customers Leading the vertical to deliver the service level target and enhanced customer experience, ensuring internal/external stakeholder satisfaction by the delivery of quality services through calls/e-mails correspondence by adhering to the SLA's
• Managing NPS performance for all verticals of the company Initiating projects to reduce customer complaints & increase FCR% Leverage a wide range of coaching and change management techniques to help in delivering the overall targets
• Influencing multiple stakeholders to ensure right level of focus and attention is paid to customer experience for customer delight
• Relationship Management with top HNI customers and driving Resolution of complaints/escalations received through different channels in the team, ensure best in class solution to be given to customers by team along with business outcome
• Effectively manage risk and foster an environment where team is fully aware of Operational Risk management
• Ensuring adherence to standards, procedures and identify risk mitigates wherever there is a control issue
• Continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale
• Develop strategic initiatives on customer Interactions quality management, workforce planning, recruiting, coaching and training.

• Managing Myanmar's biggest Call center - Operations for mobile financial services” Wave money” process with 10 Lob's Assuring seamless customer experience Ensuring process KPI's to be met & exceeded matching the forecasted numbers week on week & month on month basis
• Ensured the call center quality standards are 100% reinforced daily
• Forecasting, planning future changes on the business based on previous trends
• Managing P&L, budgeting, analyzing and control expenses of the call center
• Coaching & Mentoring managers on leadership principles and approaches to harness the optimal behavior for driving results
• Established and implemented performance and service standards
• Developed and implemented process and operational improvements to enhance efficiency and effectiveness of operations
• Ensuring productivity met or exceed service and quality standards
• Contribute to long- and short-term organizational planning which includes planning for initiatives geared toward operational excellence

• Managing Tele-Sales Call Centre Operations for Packages Sales International (South East Asia, Middle east, Maldives & Mauritius) & Pan India destinations
• Assuring process conversion target to be met & exceeded matching the forecasted numbers week on week & month on month basis
• Monitoring both agent & dialer performance on real time basis driving best output Experienced in uploading leads, fetching reports on dialer, maintaining appropriate pace & strategy to aim a healthy Talk time daily & level SLA's Coordinating & negotiating with all departments like Product, Supply, Vendor management Ensuring profit margins as per business targets Ensuring seamless customer experience with Oyo Handling Customer & Vendor escalations
• Ensuring quality & training metrics as per defined sop's & targets
• Coordinating for all technical, functional requirements & issues on real time basis Doing all capacity planning, Business ramp up & ramp down plan
• Taking care of Partner billing, P&L

• Managing Call Centre Operations for North Region -PB, HP & Delhi Overall responsible to drive First Call resolution across all Centers
• Maintaining service levels through manpower planning
• Responsible for increasing Customer Satisfaction score through constantly keeping check through regular audits and capturing voice of customer through health check calls
• Individually analyzing and implementing to enhance process scores of Customer Satisfactions (C-SAT)
• Reducing call per subscriber through various automation and process improvement
• Handling all Operational escalations/follow-ups at call Centre
• Coordinating with Corporate, Region & Circle teams for improvement of process & performance for call Centre
• Coordinating with Technical teams like Aircel Business Solutions, Switch team, IVR- Cisco, Wipro ,Local & Partner IT teams Handling all technical escalations from Partner & customer end
• Ensuring technical capacities augmentation as per business requirements Ensuring adherence to standards, procedures and identify risk mitigates wherever there is a control issue
• Continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale
• Develop strategic initiatives on customer Interactions quality management, workforce planning, recruiting, coaching and training.

• Managing call Centre operations for Punjab & HP circles
• Driving First Call resolution across call Centers
• Responsible for increasing External & Internal quality scores
• Responsible for increasing C-SAT scores
• Reducing call per subscriber through various automations and process improvement
• Handling all escalations/follow-ups at call center & taking briefings Coordinating with other Departments for improvement of process & performance for Call center Responsible for SUPERCC upsell process