Larisa Rodrigues

• Designed & Implemented Operational Workflows for Customer Query, Request, and Complaint (QRC) management for Non-Voice Processes, aligning with industry best practices.
• National Responsibility: Led PAN-India complaints and escalations management for JioFiber, collaborating with state Customer Service Leads and functional teams.
• Process Reengineering: Played a key role in redrawing customer service processes to enhance Customer Satisfaction (CSAT) and improve First Time Resolution (FTR) through real-time data analysis.
• Knowledge Management: Developed Articles, Advisories, and FAQs for the Knowledge Management Portal to support Contact Centre Advisors, based on Voice of Customer (VOC) insights and product enhancements.
• Non-Voice Operations Management: Successfully led operational management for the Non-Voice team ensuring efficient handling of customer interactions.
• Escalation Management: Ensured timely resolution of escalated complaints from Contact Centre’s and Social Media (Facebook & Twitter) in coordination with business verticals, maintaining a Turn Around Time (TAT) of 4 hours.
• Tactical Handling of High Volumes: Defined tactical frameworks for QRC Management in Non-Voice processes, including the continual upgrade of email templates and audit of email quality, tracking both qualitative and quantitative performance.
• MIS & Reporting: Delivered monthly operational review presentations to stakeholders and top management; identified improvement areas, executed Root Cause Analysis (RCA) to reduce NPS, and enhanced CSAT & FTR with real-time insights.
• Customer Communication: Played a critical role in the design and execution of customer communication campaigns and notifications.
• Quality Audits & Training: Conducted audits of customer interactions at Jio Stores and developed improvement plans; led periodic training and refreshers for customer-facing teams, achieving an ~18% improvement in complaint resolution TAT.
• Project Management: Oversaw a state-wide LYF device and service satisfaction survey across 35 Jio Centre’s post-launch (~65,000 connections activated within 10 business days)

Contact Centre Quality Auditing: Worked as a Quality Auditor for Call Centre’ interactions, leading a team of 5 auditors to monitor call flow adherence and implement process corrections

• Regulatory Compliance Leadership: Led monthly audits aligned with TRAI regulations, improving compliance scores by ~15% through strategic process automation.
• Training & Development: Delivered training programs focused on Product Knowledge and Turn-Around Time (TAT) improvement, resulting in ~12% annual productivity gains.
• Operational Excellence: Oversaw operational improvements, rolling out revamped processes within a 7-day TAT, and managed Process Master Management effectively.
• Statutory Compliance: Ensured adherence to statutory requirements through ISO Catalogue Management and implementation of service delivery processes.
• Pioneering Projects: Played a crucial role in pioneering the rollout of the PAN-India Green Belt Post-paid CAF Compliance initiative.
• Data & Audit Management: Managed data requirements for internal and external stakeholders, and conducted Billing & Metering audits to ensure transparency and accuracy.
• ROI and Channel Management: Handled effective ROI management for channel partners (Retail Outlets), focusing on NPA revival, new franchisee acquisitions, and successful rollout of 6 new outlets across two regions.
• Store Operations & Supply Chain: Steered store buildouts and supply chain activities, achieving the lowest manpower churn rate (
• Customer Fraud Management: Accountable for revenue protection through active Customer Fraud Management and Corporate Account revenue tracking and resolution.
• Stakeholder Engagement: Built and nurtured strong relationships across PAN-India BU accounts, boosting sales and revenue performance.
• Account Management Excellence: Led retention and collection efforts for SME accounts (achieving 100% targets) and managed 45+ corporate accounts successfully for 2 consecutive years.

Business operations support to Sales and distribution team for all strategic outsourcing accounts.

Supporting sales team with post sales services for all Enterprise accounts.

Sales reports

Enterprise customer services.