Michelle Dsilva

Product & Ops Collaboration:

1. Collaborated with the Product & Ops team to improve NPS in select garages by 20%.

2. Analyzed and identified process bottlenecks, conducted multiple root cause analyses, and presented findings to leadership. Successfully increased conversion rates by 3% by addressing customer preferences for their dealer.

SOP: Collaborated with the Customer Experience, Sales, and Operations teams to develop and refine the Standard Operating Procedures (SOP), resulting in an optimized model SOP that improved operational efficiency.

Quality Management: As an Account Manager, I oversee quality across six lines of business, managing 300 agents to ensure adherence to quality and performance metrics.

Resource Development: Developed a comprehensive guide for Claim Settlers that enhanced understanding of ACKO's product offerings and improved objection handling and customer empathy.

Process Improvement: Assisted in developing a flow and script for auto claims handlers to address unexpected issues, and collaborated on implementing effective solutions.

Awards & Recognition: Recipient of the ACKCEL Award at ACKO and recognized as Best Performer in Quality (Q3).

• Led the deployment of a chatbot by defining user flow, identifying customer pain points, and automating responses for over 50 products, resulting in improved NPS and conversion rates. This process involved continuous learning, iteration, and collaboration with the development team.
• Managed CEO escalations via email for stores and the website.