Mahendra Thapa

* Have created the Customer Experience Team from scratch.

* Hired the Team and Trained them on the Product and Delivery.

* Created SOPs to deliver the best in class customer experience.

* Measuring effectiveness of the customer service function by refining operational metrics for the team, developing reporting analytics and providing status updates to the leadership team

* Identifying & recommending or acquiring updates and expansions to technology, equipment, and policies that may improve customer service and retention

* Connected with the Service Provider vendors and negotiated the commercial on the support part and made them Live

* Was responsible for the CAC from Contact Center

* Responsible for the NPS and CSAT

* Responsible for the LOB P&L.

* Devising and executing performance improvement strategies and plans to promote continuous improvement.

* Administering domestic and international contact center operational process of customer experience (Voice, Chat & Email) with +300 full time employees, automation & optimization

* Ensuring >85% Occupancy & Less < 5% Attrition

* Steering effortsin improving NPS (Net Promoter Score) – CSAT (Customer Satisfaction), or other

Customer Metric

* Turning insights into marketing and product development needs that are either directly tackled by this team, or influence future product roadmaps of other parts of the organization

* Creating a culture and processes to achieve the business goals and objectives with regards to their customer service

* Measuring effectiveness of the customer service function by refining operational metrics for the team, developing reporting analytics and providing status updates to the leadership team

* Measuring effectiveness of the customer service function by refining operational metrics for the team, developing reporting analytics and providing status updates to the leadership team

* Identifying & developing all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channels

* Identifying & recommending or acquiring updates and expansions to technology, equipment, and policies that may improve customer service and retention

Highlights:-

a) Class completion of above 70% which is linked to revenue. Monthly managed 1 cr revenue via Ops support and Inside Sales

b) Voice - Directed the SLA of AHT (depend on process and Query), abandon (98%), productivity (depend on process and Query) & solved tickets(With 24 Hrs - 90%, 48 hrs - 98% & 72 hrs - 100%)

c) Chat - Steereed the SLA of Concurrency (98%), AHT (depend on process and Query), CSAT (>98%), Solved ticket (With 24 Hrs - 90%, 48 hrs -98% & 72 hrs - 100%)

d) Email - Managed FRT (>98% should be responded within 30 min.), Solved % (With 24 Hrs - 90%, 48 hrs - 98% & 72 hrs - 100%)

* Acted as SAM Lead (Customer Experience Lead) with +150 Full time employees

* Was responsible for the Revenue share MoM

* Directed business development + retention process by data and meeting the target

* Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.

* Administered team performance, agent issue, agent motivation, team engagement, skip level, preparing PI plans

* Liaised with other LOBsto get the complaint resolve

* Achieved cost-savings by developing functional solutions to problems.

* Was responsible for the customer experience, NPS, CSAT.

* Directed the team performance, agent issue, agent motivation, team engagement, skip level & PI plans

* Managed Internal and External calibration and shared the trends on accuracy reports

* Utilized the infrastructure according to the business requirement

* Liaised with other LOBsto get the complaint resolve

* Growth Path: SME, Customer Care Executive

* Led, motivated & guided a team of 20 members; managed team’s performance on various parameters including but not limited to Shrinkage, Attrition, AHT, CSAT, Productivity

* Floor support and quick advice to get the best customer experience

* Ensured TAT of all type of complaint, ensured that 97% of the complaints were closed within TAT; complaint time-Delay in delivery, pilferage cases, Refund related, Complaint against Delivery partner

* Joined as Customer Care Executive to handle the US voice to serve the Target Retail store credit card issues

* Promoted as SDM in 6 months based on my performance