KRISHNA SALUNKE

• Power the customer experience strategy and operations, by implementing best in class systems and processes, hiring, training and oversee end to end CX operations Own end to end experience journey
• Improved successful user onboarding by 13% and successful payments (deposit + withdrawal) by 9% Responsible for end to end customers experience and satisfaction
• Boosted enterprise CSAT from 65% to 82% Lead app store rating improvement program and achieved a sustained rating of 4.6 stars Spearheaded contact reduction initiative and reduced contacts by 65% through automation and defects elimination Responsible for overall instrumentation of CX analytics

Led Experience Design charter (contact and cost reduction) for Payments & Refunds along with Cancellation journey nodes

• Reduced customer contacts for Payment Nodes by 35% through product fixes and several structural solves such as speed and success rate improvement, visibility enablement and governance model
• Achieved checkout completion from 10% to 28% for Failed Payments by enabling instant retry options
• Reduced Flipkart's overall cancellation by 18% through policy, product and process improvement/implementation.

Led Experience Design charter for Books & General Merchandise (BGM), Large Appliances and Large Furniture

• Boosted NPS for BGM category by 230% by improving the overall speed of delivery by ~2 days during the Rakhi festival.
• Influenced the decision to reduce shipping fees through an analytical and data-driven approach → Attained category
• NPS improvement by ~200 bps
• Improved BGM category conversion by 40 bps through return policy enhancement as a result of competitor benchmarking (Performed across ~ 400+ categories)
• Reduced customer return rate by ~15% for Cycle vertical through product experimentation and implementation
• Drove the Open Box Delivery for large appliances which were first in the market initiatives which helped reduce the product return rate by 2.7%
• Improved Large Appliance installation NPS by ~10% through predictive CX (proactive breach identification and rectification)
• Raised Customer Satisfaction metric for Large Furniture from 27% to 65% by reducing cycle time through policy, product and process improvement.

Accountable for managing Grievance and CEO Escalation Desk with a team of ~40 escalation specialists and Team Leads

• Responsible for setting up Escalation and Grievance Desk from the scratch including hiring, product and process design
• Responsible for resolving all customers escalations within the defined timelines and retaining them
• Drove escalation reduction by conducting RCA and process level analysis followed by implementation of structural solves through various program management across multiple functions