Summary
Overview
Work History
Education
Skills
Certification
Hobbies
Timeline
OperationsManager

Luv Nischal

Operations manager

Summary

Customer Experience & Operations Professional with over 16+ years of rich work experience with organizations like Webhelp, American Express, AEGIS and HCL

Overview

18
18
years of professional experience
1
1
Certification

Work History

Operation Manager - Consumer Servicing

Webhelp
04.2023 - Current
  • Managing a team of 15 Team Leaders who lead 170+ Customer Care Professionals, providing on ground leadership to deliver day to day operations, assessing performance trends and management, leader development / training & career planning
  • Worked on to set-up a project to prevent ongoing decline in NPS (Customer Experience), perceived gain of 3700 bps on NPS
  • Operations lead for Hiring & Retention control ensuring annualized attrition ~40%
  • Set up the leave utilization policy for the business to better manage shrinkage across large operations teams
  • Set up a governance module at the micro-level for ensuring effective performance and accountability within a process
  • Partnered with L&D teams on many projects for better customer experience, resulting in increased resolution rate


Senior Team Manager

American Express
10.2010 - 09.2022
  • Managed large teams to drive customer experience based NPS across Online services and Consumer Card portfolios
  • Worked on New Hire incubation project to prevent predicted decline in NPS (Customer Experience) due to new hire impact of 600 FTEs in 2014-2015, perceived gain of 400 bps on NPS
  • Partnered with senior leadership and transition teams to set up Customer Experience driven Cross Sell / Value Generation portfolio generating revenue worth $12M / month for the India Site with 500+ FTEs
  • Partnered with Process Excellence teams on many projects for demand reduction, improving the Web utilization rate and better travel experience for American Express Card members resulting in over $10M in saves and increased NPS by 200 bps

Associate

AEGIS INDIA
12.2008 - 10.2010
  • Serviced UK card members for MBNA process meeting collection goals along with extraordinary customer experience.
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.

Associate

HCL technologies
08.2006 - 01.2008
  • Serviced MACY's and Bloomingdales members (US market) with prime focus on customer experience.
  • Worked varied hours to meet seasonal and business needs.


Education

Skills

MS Office

Certification

Project Management Professionals (PMP)

Hobbies

Avid sports lover with a passion for good music

Timeline

Operation Manager - Consumer Servicing

Webhelp
04.2023 - Current

Senior Team Manager

American Express
10.2010 - 09.2022

Associate

AEGIS INDIA
12.2008 - 10.2010

Associate

HCL technologies
08.2006 - 01.2008

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Luv NischalOperations manager