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
Project Management
Complex Problem-Solving
Power BI Expertise
Strategic Planning
Data Analysis
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