Jitender Aggarwal
Service Delivery Leader, CX leader, Project Manager
Gurgaon
Summary
Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
17
17
years of professional experience
Work History
Senior Manager (Customer Experience)
Make My Trip Pvt. Ltd
01.2023 - Current
- Governance of Business KPIs:Oversee and govern all Business Key Performance Indicators (KPIs) at partner sites.
Ensure consistent month-on-month delivery against assigned Monthly Targets to the Partner.
- Vendor/Partner Relationship Management:Facilitate and maintain strong relationships between the organization and vendors/partners.
- Service Delivery Issues/Incident Management:Oversee the resolution of service delivery issues and incidents.
- Stakeholder Collaboration:Partner with stakeholders to identify performance improvement opportunities.
Collaborate with stakeholders to implement appropriate action plans.
- C-Sat Management:Manage and enhance Customer Satisfaction (C-Sat) across all first customer touchpoints and processes, including Voice, Emails, Chats, and Social Media.
- Profitability Enhancement:Increase profitability by leveraging cross-selling and upselling strategies through both voice and non-voice processes.
- Benchmarking and Best Practices:Continuously benchmark with industry leaders to evolve and adopt best practices.
- Resource Optimization:Optimize resources to achieve targets and enhance productivity.
- Internal Stakeholder Coordination:Regularly coordinate with internal customers/stakeholders to build rapport and achieve business goals.
- Proactive Solutions:Analyze and present proactive solutions to reduce contact volumes, complaints, and attritions.
- Error Reporting and Audits:Raise red flags on agent/process errors to Vertical Head/Management.
Conduct audits beyond partner audits, identify variances, and ensure timely reporting and closure of gaps.
- Random Audits and Defect Reporting:Conduct random audits on partner-handled mails/calls and report defects.
- Call Drivers and Customer Experience:Work closely with the partner on call drivers, Repeat Reasons, and Low-rated calls in the IVR to enhance customer experience.
- WFM Report Monitoring:Ensure timely and accurate publication of Workforce Management (WFM) reports.
- Process Gap Identification and Agreement Setup:Identify process gaps in collaboration with the partner and establish agreements between process owners for implementation.
- RCA for Customer Escalations:Ensure timely resolution of Root Cause Analyses (RCAs) for customer escalations.
- Process Updates Dissemination:Disseminate all process updates to partner trainers.
- KM Tools and Update Uploads:Ensure all process updates are uploaded in Knowledge Management (KM) tools.
- Partner Team Check and Reporting:Conduct dip checks with partner CSAs and supervisors on the floor regarding update dissemination and report findings.
Assistant Manager, Deputy Manager, Manager (Customer Experience)
Make My Trip Pvt. Ltd
05.2014 - 01.2023
- Managed vendor performance to maximize profitability and achieve financial objectives
- Identified opportunities to streamline processes and improve office operations and efficiency
- Analyzed and solved multi-faceted problems that affected executive leaders and business initiatives
- Developed internal requirements and standards to minimize regulatory risks and liability across programs
- Implemented project management techniques to overcome obstacles and increase team productivity
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Quality control for the department- CSAT Drive/AHT/AUX/Abandon %
- Mentor & guide associates/managers to manage quality, improve process efficiency & drive improvements
- Drive cross functional projects to deliver business results for the team & projects involving new feature definition to improve processes
Assistant Manager of Operations
RBS BS Pvt. Ltd
02.2007 - 01.2014
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered constant flow of customer calls with minimal wait times
- Provided primary customer support to internal and external customers
- Updated account information to maintain customer records
- Answered customer telephone calls promptly to avoid on-hold wait times
- Responded to customer requests for products, services, and company information
- Handled customer inquiries and suggestions courteously and professionally
- Developed customer service policies and procedures to meet and exceed industry service standards
- Participated in team meetings and training sessions to stay informed about product updates and changes.
Education
MBA: Project Management & Quality Management -
Institute Of Management Technology
M.COM: Finance (2009) - Finance & Accounting
Annamalai University
Delhi05.2009
B.COM (H): Commerce (2006) - undefined
Delhi University
Skills
Complaint resolutionundefined
Accomplishments
- Achieved escalations % per transactions as 0.22% per month
- Achieved CSAT @88% through effectively helping with Customer Sentiment Analysis, FCR% (89%), controlled AHT (547secs), Service Level (closure in 1 hr from date of request) @90%+
- Collaborated with Design team in the development of Flows to enhance the customer experience
- Resolved product issue through consumer testing.
Additional Information
Projects Delivered
§ Automation on creation of cost lines leading to saving of AHT by 5 minutes on 17% cases per day (255 minutes)
§ Reduced cost through transition of Stuck process from Motif (Ahmd ) to CNX ( Kol ) with reduced staff & high productivity
§ Successful transition of Goibibo stuck to MMT platform tools for cross functional streamlining
§ Creation of amount due in bookings monitoring tool ( through MIS & Finance ) for real time clearance by specific departments & financial reconciliation.
Work Highlights
§ Driving CSAT for the processes at 82%
§ Won Internal league both for Stuck & Reconfirmation process across all LOB’s in 2018
§ Significantly improved NPS for INTL Holidays from –19% to +5% in 15 days
§ Awarded CustoMore Guru Award for the quarter-2016-2017
§ Twice Awarded rising tripper of the month
§ CTI implementation across different LOB’s leading to reduction in AHT across LOB’s
§ Introduction & implementation of Activiti Tool for effective management of processes ( SL drive)
§ Awarded FAM Trip for the exemplary performance in 2015
Timeline
Senior Manager (Customer Experience)
Make My Trip Pvt. Ltd
01.2023 - Current
Assistant Manager, Deputy Manager, Manager (Customer Experience)
Make My Trip Pvt. Ltd
05.2014 - 01.2023
Assistant Manager of Operations
RBS BS Pvt. Ltd
02.2007 - 01.2014
MBA: Project Management & Quality Management -
Institute Of Management Technology
M.COM: Finance (2009) - Finance & Accounting
Annamalai University
B.COM (H): Commerce (2006) - undefined
Delhi University
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