Mayank Tatwal

Floor size current: - 140+ FTE (80 Frontline and 60 Support)

Pipeline: - Organic growth to 120 Frontline and 80 support staff by Dec 2024.

Key responsibilities

● Work with Process leads to enhance & provide ‘out of the box' Solutions to keep the CX at maximum
● Meet/exceed Process and SLA Metrics
● Manage delivery on technical and non-technical support desks to ensure SLA and CX compliance
● Create and manage schedule for the different LOBs
● Create solutions to enhance capacity utilization and reduce cost per contact
● Provide strategic inputs and ensure partnership across new launches and change management
● Bring industry leading practices to forefront example, designing a company involvement in installation to disconnection

Key outcomes

● Introduced and improved NPS from 5.6% to 15.5% over the last 1 Years
● Improved Churn rate from 25 % to 12% due to CX impact.
● Growth from 2 LOBs to 5 to handle different stages of customer’s journey

• ITL
• Key responsibilities
• ● Handle 15 representatives with low scores C-sat and NPS on production floor and providing support and learning for them
• ● Manage reporting and Feedback sharing while working on targets set by senior leadership
• ● Provide positive working environment for team members and managing absenteeism for better performance
• Key Achievements
• ● Improvement in NPS and C-sat scores of Team members from 45% aggregate to 72% in one quarter
• ● Prepare best practice sharing platform within team to facilitate improvement and growth

Key responsibilities

● Handle 15 Reps for Expired Warranty Support team, providing support for different matrices like AHT, FCR and MPC

● Managed reporting and delivery while working with all Team members

● Created competitive and fair environment for all team members and floor improvement

● Lead reviews and decks to showcase teams performance

Key Achievements

● Achieved moniker of best sales coach thrice and won team of quarter with highest MPC three times in row

● Handled project to reduce AHT to reduce cost by introducing new procedure for hardware replacement

• Answered constant flow of customer calls with minimal wait times.
• Provided primary customer support to internal and external customers.